1. William R Hammett
5660-A West Market Street
Greensboro, NC 27409
William.R.Hammett@aexp.com
336-708-2929
Summary
Experienced in leadership and management with a solid 30-year history of success. Ability to lead, manage, and
motivate cross-functional teams to efficiently expand services with a keen ability to build strong relationships,
increase client satisfaction and complete data analysis. This experience has led to my career progression, along
with my ability to effectively supervise and lead projects. Self-motivation provides a versatility that allows for the
utmost confidence in approaching high stress and unexpected challenges with a strong set of problem solving skills.
Possess extensive experience with vendor/client management. Diligent and committed to building and maintaining
a work environment conducive to productivity, employee morale, and customer service.
Cross-Functional Expertise
Customer Service, Relationship Building, Vendor Management, Data Analysis, Training/Facilitation,
Service Recovery, and Project Management
Professional Experience
American Express
Business Analyst, Membership Rewards Fulfillment Program 2005 - Present
• Confirm that all compliance levels are maintained for the Membership Rewards Program in regards to
quality and accuracy.
• Manage $46 million in Membership Rewards Gift Card inventory with eBay quarterly/yearly which
includes procurement, monitor daily inventory levels and holiday peak planning.
• Manage customer complaints /issues, resolving friction points with rewards redemptions, including high
profile complaints to our executive offices.
• Manage service recovery including back orders, cancellations and substitutions if needed. Collaborate
with call center vendors to notify customers of changes to redemption ship dates, upgraded rewards and
cancellations.
• Conduct data analysis on scorecard performance with our call center and fulfillment vendors.
• Provide weekly and monthly reporting for volumes, redemptions, cancellations for the rewards program.
Business Analyst, Credit Network Partners 2001 - 2005
• Managed all training/facilitation of Risk/Credit curricula. Managed all inbound and outbound vendor
performance that included450+ Customer Care Professionals.
• Collaborated with Directors and Team Leaders to develop action plans, maintain goals set forth to achieve
a positive rating.
• Core team member who assisted in launching the first vendor site in Canada and India for Risk
Management. This included the training and on the job training prior to launch. Key Contributor as SME
for training, performance and compliance adherence.
Human Resources, Leadership and Development Program 2001
• Provided programs and seminars that included training, reporting and one-on-one feedback sessions to
help existing leaders further develop in their leadership skills.
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2. • Conducted developmental classes to help participants enhance existing skill sets, which notified their
leaders on their progress and opportunities.
Corporate Instructor, Credit and Customer Support 1997 - 2001
• Instructed classes for all risk-related functional areas to the business (Authorizations, Credits, Card
Replacement and Fraud) for both new hire and uptraining classes.
• Mentored newly hired Instructors on their facilitation skills and delivery of materials provided. This
included the completion of class preparation for materials to set up for the 5-8 week classroom training
schedule.
• Supported Vendor Management training in India and Canada for newly selected sites over a one-year
span.
Credit Operations Specialist 1990 to 1997
• Assisted with Inbound and Outbound Calls. Assessed credit worthiness of customers who would be
profitable to the company as Cardmembers.
• Worked in the Training Division during on the job hiring experience. Performed side by side monitoring,
daily feedback and compliance audit reviews on actions taken for designated accounts.
Education
Bachelor of Science, Business Administration – Lander University, Greenwood, SC
Professional Development
Certified Instructor for Training and Development, UNC-Charlotte
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