Michelle Constantini
Ft. Lauderdale,FL
Summary
Professional strategist with a passion for driving organizational growth and efficiency. Proven ability to develop and execute strategies that align with business objectives and respond to market dynamics. Known for fostering team collaboration and adaptable problem-solving in dynamic environments. Thrived in a fast-paced corporate environment, achieving significant business growth through strategic initiatives. Developed critical skills in market analysis, project management, and stakeholder engagement. Seeking to leverage my strong foundation in strategic planning and innovative problem-solving.
Overview
11
11
years of professional experience
Work History
Manager, Strategy Change & Transformation
American Express
01.2024 - Current
- Led the execution of strategic initiatives and transformation projects to enhance operational efficiency, customer experience, and business outcomes.
- Oversee developing and implementing new strategies that drive customer satisfaction and reduce operational risks
- Analyze market trends and competitor activities to propose innovative solutions and strategic shifts.
- Collaborate with senior leadership to define & drive strategic initiatives.
- Accomplished multiple tasks within established timeframes.
Project Analyst, Credit Global Business Integration
American Express
01.2021 - 01.2024
- Spearheaded the execution of 50+ projects and change management initiatives within the Credit & Collections department.
- Facilitated cross-departmental collaboration to resolve integration challenges and meet project timelines.
- Developed detailed project plans, tracked milestones, and provided regular status updates to leadership.
- Led process mapping and gap analysis efforts to ensure alignment between business units.
- Assisted in developing comprehensive project plans, setting realistic timelines and milestones.
- Contributed to successful project outcomes by providing accurate forecasts and risk assessments.
Project Analyst, Executive Consumer Complaints
American Express
01.2018 - 01.2021
- Managed escalated executive-level consumer complaints, working closely with senior leadership to resolve complex issues while maintaining a customer-centric approach.
- Analyzed complaints data to identify trends and develop proactive solutions for customer service improvement.
- Led investigations into consumer concerns, presenting findings and actionable recommendations to senior leadership for policy and process improvements.
- Served as a key point of contact for high-profile or sensitive complaints, ensuring timely and effective resolution while maintaining a professional and empathetic approach.
- Determined root cause of problems and issues to implement courses of action required to implement solutions.
Customer Engagement Operations Coach
American Express
01.2017 - 01.2018
- Through targeted coaching, enhanced the operations team's performance, achieving a 200 basis point increase in KPIs.
- Conducted regular performance reviews, one-to-one coaching, and training sessions to enhance team capabilities in handling customer inquiries, complaints, and product issues.
- Collaborated with department leadership to implement new policies and procedures that improved customer service outcomes.
- Monitored key performance indicators (KPIs) and provided feedback to agents to enhance service quality and efficiency.
- Developed strong relationships with team members, fostering a positive work environment and encouraging collaboration.
- Managed and motivated employees to be productive and engaged in work.
Customer Service Professional, Platinum Card
American Express
01.2014 - 01.2017
- Provided exceptional customer service by addressing inquiries, resolving issues, and offering tailored product solutions.
- Delivered high-quality support through multiple communication channels, including phone, email, and chat.
- Managed complex customer cases, ensuring timely resolution and positive customer experiences.
- Consistently met or exceeded performance targets in customer satisfaction and issue resolution metrics.
- Developed rapport with customers through active listening and empathetic communication, enhancing satisfaction.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Education
Bachelor of Arts - Communications
Florida International University
Miami, FLSkills
- Bilingual Communication- English & Spanish
- Change Management
- Operational Process Improvement
- Stakeholder Relationship Management
- Cross-Functional Collaboration
- Strategic Development & Planning
- Data Analysis & Interpretation
- Cross-Functional Team Leadership
- Client Relationship Management
- Team Development
- Operational Excellence
- Project Planning & Management
- Risk Assessment Analysis
- Microsoft Excel/PowerPoint
- Confluence
Timeline
Manager, Strategy Change & Transformation
American Express
01.2024 - Current
Project Analyst, Credit Global Business Integration
American Express
01.2021 - 01.2024
Project Analyst, Executive Consumer Complaints
American Express
01.2018 - 01.2021
Customer Engagement Operations Coach
American Express
01.2017 - 01.2018
Customer Service Professional, Platinum Card
American Express
01.2014 - 01.2017
Bachelor of Arts - Communications
Florida International University
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