Misty O'Day
Burlington,NC
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Sr. Manager, Insights Strategy & Product Management
American Express, Business Blueprint & Banking
01.2017 - Current
- Partner with Design, Research, Marketing, Servicing, and Product Development teams to execute the Insights strategy, contributing to a 50% increase in customer adoption.
- Create and structure product content that enhances clarity for internal teams and customers, delivering updated servicing demos, knowledge articles, and FAQs.
- Leverage analytics, customer feedback, and market trends to shape the product roadmap, informing feature prioritization, and strengthening competitive positioning.
- Led coordination with LOBCO, GCO, and Risk to secure compliance approvals for the full Insights roadmap, streamlining processes to complete 60+ approvals within one year.
- Lead the management of PRSA, NPA, MRMG, and other key compliance programs, ensuring consistent adherence to product and regulatory standards.
Sr. Manager, MIS & Analytics
American Express
01.2011 - 01.2021
- Led the global performance platform for 30 countries and 9,000 users, ensuring high system accuracy, stability, and dependable performance worldwide.
- Delivered performance insights, established business-driving metrics, and created training and enablement materials to strengthen tool adoption and understanding across teams, while supporting platform-impacting initiatives.
- Coordinated UAT and readiness efforts with cross-functional teams to support successful platform enhancements and user enablement.
- Optimized the month-end process, reducing platform closure time by 1,400%.
- Managed a team of four high-performing analysts, overseeing various operational activities, and ensuring successful project delivery.
- Streamlined processes, resulting in reduced operational costs and improved resource allocation.
- Collaborated with leaders across Credit, Corporate, Fraud, New Accounts, Merchant Risk, and CFN to align performance goals, to support company outcomes, and objectives.hen cross-functional execution.
Team Leader, GFCN & CEN
American Express
01.2007 - 01.2011
- Developed and coached teams of 12–15 customer service representatives, elevating performance and engagement across both onsite and virtual settings.
- Presented to the CEO of American Express on effective collections in English and Spanish to highlight technique and versatility in coaching.
- Collaborated with Argentinean authorizations and Centurion Bank to ensure compliance with processes and procedures for fraud prevention.
- Strengthened controls by reinforcing procedures, coaching to policy requirements, and partnering with Risk and Compliance teams.
- Coached teams through recession-era high-balance collections, strengthening negotiation skills and risk awareness to protect company assets during heightened economic volatility.
Marketing Intern, MBA Program
Social Marketing Company
06.2006 - 08.2006
- Created a comprehensive fiscal-year marketing plan focused on sustainability and efficient resource allocation.
- Recommended diversified funding sources to support ongoing program growth.
- Enhanced tracking systems for product availability, reducing distribution errors by 25%.
Professional Development Specialist/Bilingual Outreach Coordinator
Smart Start
01.2003 - 01.2006
- Acted as a key liaison for Latino parents, guiding them through childcare quality standards and financial aid opportunities.
- Led recruitment, placement, and development of 10 AmeriCorps ACT members supporting 40 childcare educators’ pursuit of higher education.
- Directed fiscal operations for budgets exceeding $100K, ensuring responsible financial management.
Education
Masters of Business Administration -
Elon University
Bachelor of Science - Business, Minor in Economics
Elon University
Skills
- Project & Change Management
- Leadership
- Process Improvement
- Time Management
- Analytics utilization
- Cross-functional collaboration
- Process optimization
- Strategic planning
- Data analytics
Certification
- American Express & Harvard Certificate in Leadership Excellence - 3-month program to develop further leadership capabilities to ensure success in current and future roles.
- Nonprofit Management Certificate - Duke University - Curriculum for professionals in areas of management, budgeting, and grant writing to aid in ensuring the success of nonprofits.
LANGUAGES
English - Native or Bilingual Proficiency
Spanish - Professional Working Proficiency
Timeline
Sr. Manager, Insights Strategy & Product Management
American Express, Business Blueprint & Banking
01.2017 - Current
Sr. Manager, MIS & Analytics
American Express
01.2011 - 01.2021
Team Leader, GFCN & CEN
American Express
01.2007 - 01.2011
Marketing Intern, MBA Program
Social Marketing Company
06.2006 - 08.2006
Professional Development Specialist/Bilingual Outreach Coordinator
Smart Start
01.2003 - 01.2006
Bachelor of Science - Business, Minor in Economics
Elon University
Masters of Business Administration -
Elon University
Contracted Work
Alliance Bernstein International (2017 - 2020) Project Management
Burks Crosby, LLC (2007 - 2017) Tax/Bookkeeping Contractor