KYLE REGAN
New York
Summary
Dynamic Sr. Manager with a proven track record at American Express, driving revenue growth and enhancing customer experience. Expert in vendor management and strategic alliances, I successfully launched initiatives that improved customer satisfaction by 27% and generated $10M in incremental revenue. Passionate about optimizing operations and fostering team development.
Overview
13
13
years of professional experience
Work History
Sr. Manager – Travel Insurance Product & Customer Experience Operations
AMERICAN EXPRESS
New York
01.2022 - Current
- Manage end-to-end operations for 4 travel insurance offerings serving 500K+ customers annually, generating ~$160M in revenue; oversee daily operations and vendor relationships.
- Built and launched 3rd party servicing team from the ground up, improving customer satisfaction by 27% and reducing average resolution time through vendor management and quality assurance.
- Developed multi-channel customer engagement strategy generating 20M+ impressions and $10M in incremental revenue while reducing customer complaints.
Sr. Manager – MyCredit Guide Product & Customer Experience
AMERICAN EXPRESS
New York
01.2021 - 01.2022
- Managed customer lifecycle for credit monitoring tools serving 10M+ members; doubled enrollments through Dark Web Monitoring launch based on customer research.
- Reduced support inquiries by 35% through enhanced self-service capabilities, journey optimizations, and proactive communications.
Sr. Manager – Home Lending Product & Customer Operations
AMERICAN EXPRESS
New York
01.2020 - 01.2021
- Optimized end-to-end customer journey, reducing data entry requirements and friction points, directly addressing major sources of customer complaints and improving satisfaction.
- Managed vendor relationships and SLA compliance with partners worth $128M+, ensuring seamless handoffs and service standards.
Sr. Manager – US Consumer Upgrade & Cross Sell Operations
AMERICAN EXPRESS
New York
01.2019 - 01.2020
- Developed seamless online upgrade journey for reactivating disengaged card members, improving retention through streamlined self-service experience.
- Reduced customer acquisition costs by 66% through data-driven lifecycle incentive strategy while maintaining high enrollment levels.
Manager – Global Merchant Pricing, U.S. Strategic Initiatives
AMERICAN EXPRESS
New York
01.2017 - 01.2019
- Led end-to-end implementation of new merchant pricing structure, managing technology development, testing, and rollout converting millions of merchants, generating $2B+ in revenue.
- Trained and coached 300+ client managers through a comprehensive training program, ensuring smooth adoption and consistent customer communication.
Analyst – Global Merchant Pricing, Small Merchants
AMERICAN EXPRESS
New York
01.2016 - 01.2017
- Developed fee structure for international merchants generating $20M+ annually while improving merchant satisfaction through simplified pricing.
Analyst – Alternative Investment Services
J.P. MORGAN CHASE & CO
New York
01.2013 - 01.2016
- Managed client relationships for private banks, overseeing $500M in assets under administration with focus on service excellence.
- Created an automated statement process with a vendor partner, reducing operational errors by 40% and improving customer satisfaction.
Education
Bachelor of Science - Finance
QUINNIPIAC UNIVERSITY
Hamden, CT01.2013
Skills
- Revenue growth and cost optimization
- Business scaling and market analysis
- KPI development and strategic alliances
- Contract negotiations and vendor management
- Go-to-market strategy and product roadmapping
- Feature launches and digital transformation
- Platform optimization and team development
- Change management and stakeholder alignment
- Training programs and compliance
- Risk management
Affiliations
Elementary School Intramural Basketball Referee
Timeline
Sr. Manager – Travel Insurance Product & Customer Experience Operations
AMERICAN EXPRESS
01.2022 - Current
Sr. Manager – MyCredit Guide Product & Customer Experience
AMERICAN EXPRESS
01.2021 - 01.2022
Sr. Manager – Home Lending Product & Customer Operations
AMERICAN EXPRESS
01.2020 - 01.2021
Sr. Manager – US Consumer Upgrade & Cross Sell Operations
AMERICAN EXPRESS
01.2019 - 01.2020
Manager – Global Merchant Pricing, U.S. Strategic Initiatives
AMERICAN EXPRESS
01.2017 - 01.2019
Analyst – Global Merchant Pricing, Small Merchants
AMERICAN EXPRESS
01.2016 - 01.2017
Analyst – Alternative Investment Services
J.P. MORGAN CHASE & CO
01.2013 - 01.2016
Bachelor of Science - Finance
QUINNIPIAC UNIVERSITY