Clyde Smith
Pearland,TX
Summary
Accomplished leader with extensive experience at American Express GBT, adept in MI product knowledge and fostering strong client relationships. Demonstrated success in process improvement, reducing implementation SLA from weeks to days, and enhancing client satisfaction by ~5%. Skilled in coaching, project management, and leveraging technical tools like JIRA and SQL for strategic advancements.
Overview
29
29
years of professional experience
Work History
Team Leader, MI, PTC, OBT
American Express GBT
01.2022 - Current
- Apply dynamic leadership talents to coach, direct, supervise and evaluate three teams in virtual positions
- Managing teams to meet KPIs by scheduling routine 1:1s, team meetings, workshops and “did you know” communications
- Continually work to fully understand the needs of customers and assist in identifying solutions that meet those needs
- Collaborating across teams and organizations to lead or drive initiatives to improve processes
- Onboard new hires and foster side-by-side amongst leadership and peers to decrease ramp-up and build high performance
- Developed and prepared training documents critical to the support of MI products
- Collaborated across teams to collect client & employee feedback to implement procedural changes that increased client satisfaction by ~5%
Partner Support Lead
American Express GBT
01.2018 - 01.2022
- Fostered collaboration between various Product Management team, Technologies, and GPC MI to improve product performance and overcome technical hurdles
- Identified and deployed a strategy to reduce the implementation SLA of vendor files from 4 weeks to 3 business days
- Exceeded KPIs by meticulously researching and addressing complex connectivity issues, enhancing partner relations
- Trained analysts on existing and new products to reduce process lags and enhance performance, efficiency and profitability
- Developed and maintained long-term relationships with stake holders of various projects
- Built and strengthened long-lasting client relationships by providing exemplary client service and follow-up
- Led or co-led multiple several projects for Program Care: TPN Market Onboarding for Insights, HRE, GDD, PET, Insights Data field guide
- Kept company in compliance with all MI product Implementation requirements
- Addressed problems in a proactive and professional manner to maintain and enhance team unity in a SMART environment
- Consistently exceeded all performance goals
Business Analyst
American Express GBT
01.2010 - 01.2018
- Applied honed critical thinking skills to analyze and resolve issues that impact business operations and goal achievement
- Exercised strong verbal and written skills to provide technical help desk consultation to internal and external clients
- Supported client issues involving research, data analysis and problem resolution for all MI products
- Evaluated and resolved all telephone and email inquiries - provide phone support
- Collaborated with teams to support various product initiatives
- Provide Crisis Management support
Team Leader
American Express Co.
01.2008 - 01.2010
- Managed the Help Desk that supported new account implementation, account maintenance, new user set-up and ongoing support
- Apply dynamic leadership talents to coach, direct, supervise and evaluate 12 employees globally
- Automated multiple processes through analysis and partnering with the technologies and compliance organizations in effort to reduce data quality issues and improve service levels
- Provide customized consulting and training to clients and internal support representatives within Client Management for the MI Reporting portfolio including: Insights, Portfolio/Email Travel, Pre and Post Travel Datafiles, SalesForce.com, DEMI, GIDM, 3rd Party Vendors, CAP, GTR and all other MI Reporting support systems, reporting products and platforms
- Created and maintained the scorecard for the global, regional and individual analyst metrics in effort to maintain data quality and service levels agreements
- Continually work to evaluate and optimize client services support
- Led a global team of analysts in client technical services, training and development
- Identified a solution to increase MI Helpdesk productivity and collaborated with stakeholders to implement the strategy
- The initiative improved SLA by ~ 15% and improved employee morale
- Established open and professional relationships which helped resolve issues and conflicts quickly
- Assessed workloads to meet seasonal fluctuation needs
- Documented and tracked all compliance related issues
- Facilitated meaningful weekly product and business performance calls
FLC - Frontline Consultant
American Express Co.
01.1996 - 01.2008
- Implementation and facilitated training of products - via conference calls and onsite
- Performed initial client assessment and analysis to begin research process
- Analyzing, Researching, Resolving issues and extensive consultation of all product and data related issues
- Consulted on report building
- Test calculations for various internal products
- Responded to customer requests via telephone and email and effectively answered questions and inquiries
- Produced ad hoc reports and documents for internal and external clients
Education
Bachelor of Arts -
Sam Houston State University
Huntsville, TX01.1990
Skills
- People leadership
- Technical support
- Support desk management
- MI product knowledge
- Concur
- Proactive Traveler Care (PTC)
- Product Governance
- Onboarding
- JIRA
- Crisis management
- Client support
- Written communication
- Verbal communication
- Smartsheet
- OneNote
- PowerPoint
- SQL
- MS Office applications
- Coaching
- Relationship building
- Service level agreements
- Team motivation
- Documentation and reporting
- Performance evaluations
- Workflow management
- Problem-solving
- Process improvement
- Employee evaluation
- Client communication
- Leadership
- Project management
- People management
- Team supervision
- Quality improvement
- Issue resolution
- Employee training
Key Qualifications
- Highly organized and results focused leader with over 32 years experience in client servicing, operational leadership, and project management.
- Proven record of spearheading projects to increase operational efficiency and improve collaboration across multiple organizations.
- Managing concurrent projects within stringent timelines.
- Possess an outstanding blend of talents in strategic thinking, team motivation, change management, consulting, end-to-end support management and thought leadership.
- Extensive knowledge of Management Information (MI) systems, client products, and issues resolution processes.
- Perceptive and forward-thinker; ensures consistency and quality of complex client deliverables across all initiatives.
- Resourceful initiative-taker sets goals and develops action plans for attainment.
- Well-honed multitasking abilities; gracefully balances competing priorities.
- Exceptional written and verbal communication, especially when providing status updates and potential critical issues as needed to key stakeholders as well as influencing internal and external customers with ease.
Timeline
Team Leader, MI, PTC, OBT
American Express GBT
01.2022 - Current
Partner Support Lead
American Express GBT
01.2018 - 01.2022
Business Analyst
American Express GBT
01.2010 - 01.2018
Team Leader
American Express Co.
01.2008 - 01.2010
FLC - Frontline Consultant
American Express Co.
01.1996 - 01.2008
Bachelor of Arts -
Sam Houston State University
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