Shiva Sharma
New York,NY
Summary
Project Manager with extensive experience at Amex GBT, specializing in strategic planning and change management. Led cross-functional teams to execute complex global projects, resulting in improved operational efficiency and increased customer satisfaction. Skilled in data analysis and communication, delivering transformative solutions that surpass performance benchmarks.
Overview
12
12
years of professional experience
Work History
Project Manager
Amex GBT
New York, New York
05.2025 - Current
- Orchestrated end-to-end implementation of complex global projects, achieving successful customer migrations.
- Developed comprehensive project plans to manage workflows, risks, and dependencies effectively.
- Led cross-functional teams to exceed implementation objectives through innovative solutions.
- Demonstrated exceptional problem-solving and change management skills in matrix environments.
Global Account Manager
Amex GBT
San Francisco, CA
06.2022 - 04.2025
- Spearheaded global travel program operations, delivering transformative solutions across international markets.
- Pioneered complex global implementations, enhancing interdepartmental collaboration and surpassing performance benchmarks.
- Leveraged advanced reporting tools to analyze industry trends and generate strategic insights.
- Transformed travel program effectiveness through strategic contract management and operational efficiency analysis.
Account Manager
Amex GBT
India, India
02.2019 - 05.2022
- Globalized reporting and processes, ensuring seamless data integration across North America and EMEA markets.
- Developed and distributed essential business reports and analytical insights for global travel programs.
- Coordinated complex client requests and crisis management initiatives across multiple departments.
- Leveraged advanced reporting tools to enhance customer experience and optimize travel program effectiveness.
Operations Team Leader
Intelenet Global Services
India & USA, India & USA
09.2017 - 08.2018
- Empowered 29 travel associates, consistently exceeding service metrics and revenue benchmarks by 20-30%.
- Spearheaded digital transformation initiatives, implementing advanced CRM solutions to enhance operational workflows.
- Developed talent development programs using data-driven performance management to boost team productivity.
- Orchestrated technological integration and process innovation, translating strategic vision into business outcomes.
Business Team Leader
British Airways
India, India
10.2013 - 09.2017
- Drove operational excellence in airline loyalty and customer experience by leading a team of 17 customer service professionals and 2 subject matter experts.
- Executed performance management strategies through coaching sessions, consistently exceeding customer satisfaction targets.
- Developed 'On Business' Loyalty Program for Small and Medium Enterprises, enhancing customer engagement and delivering significant business impact for British Airways.
- Transformed customer experience with innovative service strategies based on data-driven insights, elevating satisfaction scores above industry standards.
Education
Bachelor of Commerce - Business Studies, Economics And Accountancy
Chhatrapati Shahu Ji Maharaj University
India05-2013
Skills
- Strategic planning and change management
- Leadership and team management
- Operational efficiency
- Project and risk management
- Customer relationship management
- Data analysis
- Effective communication
- Contract negotiation
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Malayalam
Professional
Punjabi
Professional
References
References available upon request.
Timeline
Project Manager
Amex GBT
05.2025 - Current
Global Account Manager
Amex GBT
06.2022 - 04.2025
Account Manager
Amex GBT
02.2019 - 05.2022
Operations Team Leader
Intelenet Global Services
09.2017 - 08.2018
Business Team Leader
British Airways
10.2013 - 09.2017
Bachelor of Commerce - Business Studies, Economics And Accountancy
Chhatrapati Shahu Ji Maharaj University
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