Teams at American Express Global Business Travel

Lead and optimize event operations across Spain and Italy, ensuring high-quality delivery, P&L management, team leadership, process improvement, and cross-functional collaboration. Serve as senior client escalation point, represent the agency externally, and drive transformational initiatives including tool and AI adoption to improve operational maturity.

Manage contact-center workforce operations: post schedules, handle scheduling and real-time mailboxes to SLA, process exceptions, schedule training, manage overtime/undertime, monitor queues and skills, partner with forecasting to match staff to demand, and report staffing/KPI results to stakeholders.

Serve as the single-point technical owner for NICE WFM (IEX) and Intradiem globally. Manage application administration, configuration, upgrades, troubleshooting, vendor liaison, and reporting (Tableau/Anaplan). Ensure data integrity, run audits, generate stakeholder reports, perform root-cause analysis, and implement preventive fixes while coordinating change requests and cross-team communications.