Gautam Kumar

• Conceptualized and launched strategies related to client management operations. Manage five teams responsible for carrying out the strategies. • Drove a multitude of process reengineering projects for the teams to become faster, better and cheaper. • Operations management: Manage all aspects of business operations including budgeting, long range planning, P&L, all KPIs, agent training, issue resolution, performance reporting, feedback loop etc. • Customer Experience & Quality Management • Planning: Develop robust planning, budgeting, and reporting to determine further paths of action based on sales results and future opportunities.

Lead a team of more than 90 representatives focused on delivering value, building loyalty and growing charge volume of Small Merchants by engaging in meaningful conversations with them. • Owning and managing multiple vendor partner relationships, from contract negotiation through on-going performance management. • Setting strategy for and executing upon the high touch outbound calling programs (200K+ merchants called annually). • Managing the inbound servicing programs for Shop Small, Small Business Saturday, EMV Merchant Assistance Program, and other critical Small Merchant initiatives. • Developing test-and-learn programs to better inform merchant activation strategies • Identifying root causes of Small Merchant marketing operations challenges, and then developing creative solutions. • Translating merchant conversations into insights which can then be developed into new content/treatment/tools. • Significantly enhancing merchant’s engagement and satisfaction by optimal conversation quality, incremental use of tools and delivery of American Express value proposition.

Lead a global team of 11 analysts working on projects related to Merchant Services processes. Most recent large project was the Global implementation of the 6050W Regulation; • Managing several work-streams and leading the operations process strategy. • Leading a diverse Global team on the project. • Present to Senior Leadership on a regular basis. Prior key large assignments: Launch of Canada Save a Merchant, KYC and Canada B/O process migration to India, redefining all the processes for the Merchant Operations team.

Assignment: Lead the "Contact/Avoider Strategy", which was a key strategic initiative for American Express in 2010 that sought to contact delinquent Cardmembers, who avoided our calls, using different channels (Web, email, letters, text, visits). • Managing several work-streams and leading the web strategy. Prior assignments: Job Search Assistance, Team productivity and load balancing through analytics, identification of performance threshold.

Assignment: Enterprise Money Movement, which is a complex multi year, multi constituency, global project that seeks to fundamentally change the way the payments are captured today by implementing a single platform which is being used by all Amex businesses processing US$ payments. • Creating detailed CBAs for the project. • Budgeting, volume projections, forecasting and financial planning for the project. • Carry out end to end sub projects (MMIT timing analysis, BPS ZIP code transfer).

Key Assignments: • Enterprise Inventory Obsolescence : This project sought to optimize the entire inventory management process • Margin on Services (MoSes) : The project involved looking at building a profit projection tool to drive better business decisions at American Express.

• Developing, implementing and tracking innovative market and regional solutions to reduce suppression of the American Express Card, improve merchant satisfaction and Cardmember insistence. • Card suppression rate of 27% in 1999 brought down to 4.3% in 2001. • Conceptualized and implemented the Express CAP initiative, end to end. This innovative solution resulted in lower merchant call volume and higher merchant satisfaction.

• Driving incremental American Express Charge Volume through superior Client Management. Achieved 300% of target.