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case study:

AMERICAN EXPRESS

Strategic Transformation:
From Crisis to Opportunity

THE CHALLENGE

A Business Division Transitioning from
Circles to Sodexo Ownership Faced
Critical Issues

 

Strained Client Relationships With American Express

Declining Call Center Perfomance With Suboptimal Service Metrics

Employee Engagement Concerns During Leadership Transition

Uncertain Contract Viability Threatening Business Sustainability

THE SOLUTION

Over 12 months, I implemented a comprehensive transformation strategy across our operation of 1,000+ employees in two call centers and a corporate office

 

Rebuilt

the American Express relationship through proactive engagement and transparent communication

Established

new employee engagement programs to boost morale and performance

Implemented

operational improvements to exceed industry-standard metrics, including Average Call Time and First Call Resolution

Developed

transition plans for seamless leadership handover

cREATED

performance monitoring systems to track and improve service delivery

The Results:

  • Transformed an underperforming contract into a profitable business unit
  • Exceeded all call center fulfillment SLAs, restoring client confidence
  • Retained 100% of operational employees through the transition
  • Successfully positioned the division for acquisition by International SOS
  • Created a sustainable business model that supported the divestiture strategy