With over thirty years at American Express, Karen has extensive experience in leadership and delivering superior business results. She is an expert in customer service, business re-engineering/transformation, operations, strategic planning and program management. As a global executive at American Express, Karen held leadership positions across a variety of areas which include Customer Service, Back- office Operations, Global and Strategic Resourcing, Customer Experience, and Process Re-engineering. Additionally, her technical leadership experience includes User Testing, Business Rules development, drive to digital servicing, and defining technological capability solutions. Notably, Karen pioneered Robotic Process Automation (RPA) for the servicing arm of American Express, establishing a Center of Excellence with a defined framework, operating model and three- year roadmap to deliver over $30mm in cost reduction. Karen progressed her career at American Express from junior positions to executive so she is very familiar with hands on experience throughout an organization, understanding customer and employee needs while delivering on shareholder returns. Additionally, Karen is known for her superior leadership skills, the development of others and the ability to create and maintain an engaged workforce.
Steve retired after 35 years in the Financial Services Industry with American Express, Ideon Servicing and Household Bank. He is widely regarded as a process improvement leader having delivered significant financial value, while improving the overall customer experience. He has led large Operational Servicing teams in New Accounts, Credit Operations, Call Centers, Billing and Payments. In each of those areas, he was charged with improving overall servicing which led to the creation of a Servicing Blueprint to drivie significant increases in “recommend to a friend” ratings. Additionally, Steve served as the Reengineering leader for the American Express card business. His experience in strategic sourcing and identifying innovative solutions have significantly driven cost reductions while improving both customer and employee satisfaction. Steve was awarded the “Chairman’s Award for Innovation”.
Steve also served on the Board of Directors of The Florida Sterling Council and Junior Achievement.