Experience

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  Self-employed

  • Hawke’s Bay, New Zealand

  • Retired, and loving it

    • Feb 2021 - Present
    • Hawke’s Bay, New Zealand

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  American Express

  • United States
  • Financial Services
  • 700 & Above Employee

  • US Centralized Client Manager

    • Feb 2013 - Present

    As a Client Manager, I am responsible for establishing deep, personal, mutually-beneficial and profitable, long-lasting relationships with my 275 merchant accounts. I deliver value to merchants through unique insights and differentiation. By developing an in-depth understanding of the merchant's organization and industry, and applying knowledge of Amex, I serve as a consultant within Merchant Services to develop and sell customized Amex-wide solutions that help merchants manage and optimize their investments, payment processing and card experiences.

  • Manager - Merchant Processing - Americas

    • Apr 2010 - Feb 2013

    Responsible for the health and financial performance of the Acquirer dispute and customer service processes in North America. My key role is to help shape AMEX's global merchant servicing strategy/policies, and achieve cost reduction through implementation of best practice process re-engineering.

  • JAPA Regional Disputes Manager

    • Dec 2006 - Apr 2010

    Responsible for the health and financial performance of the Acquirer dispute process across the JAPA region (Japan, Asia Pacific and Australia). My key role is to help shape AMEX's global merchant servicing strategy/policy and achieve cost reduction through implementation of best practice process re-engineering.

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  EDS

  • Business Improvement Consultant

    • Jan 2005 - Dec 2006

    EDS - AustraliaWorking within a dedicated Asia Pacific Continuous Improvement team, based on a global model of operation, to maximise revenue and reduce costs through analysis of key account financials, and through implementation of best practice process re-engineering.

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  EDS-Australia

  • Enterprise Service Reporting Manager

    • Jun 2003 - Jan 2005

    Managing the planning and development and implementation of the operational strategy and market competitiveness of a new reporting capability, (real-time business process reporting dashboards). Key clients were Commonwealth Bank Australia, Telecom NZ, South Australia Govt, Fonterra.

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  EDS Australia

  • Senior Business Analyst

    • Mar 2001 - Jun 2003

    Managing and executing multiple business analyst and project assignments across the Asia Pacific region.

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  EDS - New Zealand

  • Migration Manager

    • Sep 1999 - Mar 2001

    Managing the planning and implementation of new hardware and software solutions into the Telecom New Zealand account.

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  IBM - New Zealand

  • Documentation Manager

    • Jan 1998 - Jan 1999

    Responsible for Management of IBM Facilities Management Document Libraries in New Zealand and the writing and revision of technical documentation to support new solution implementations.

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  Enerco Gas - New Zealand

  • Training and Documentation Manager

    • Jan 1996 - Jan 1998

    Responsible for training of new customer service reps and the preparation of training manuals to support training requirements.