Ursula Evans

Sr Manager, Strategic Relationship Management @American Express Global Business Travel

Saved company potential loss of $47M and grew program adoption from 42% to 96% within six months by identifying service gaps for key client - Assessed specific travel needs and collaborated with stakeholders for turnaround - Developed strategy to resolve issues in tandem with operational team, retrained travelers in booking services, transformed communication strategy, and reassessed booking site Worked with divisional VP and seven colleagues on business process optimization project committee; identified gaps and bottlenecks in business processes and recommended solutions to increase efficiency Selected as Product Owner for division and one of 10 account managers globally to support rollout of project that transformed customer contact method email/phone to more timely chat functionality Saved $87K in revenue by developing program optimization initiative within client engagement realm Identified gap in traveler/user compliance for key client and implemented strategy to increase compliance to 97%, saving client $150K during first year