Michaela Martin
Director Global Complaints & Privacy Enablement at American Express | Brighton, England, United Kingdom
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Michaela Martin is a seasoned professional with over 20 years of experience in Global Operations, currently serving as the Director of Business Continuity and Customer Crisis Response at American Express. In this pivotal role, Michaela leads the Business Continuity Programme across diverse global markets, ensuring that standard processes are not only established but also effectively implemented to safeguard the organization against potential disruptions. Her expertise in crisis management is complemented by her ownership of the Customer Crisis Response Programme, where she coordinates cross-functional teams to deliver timely and effective solutions during critical situations.
Michaela’s extensive background in managing operations across 20 global markets has equipped her with a unique perspective on the intricacies of both proprietary and vendor locations. Her time spent in Florida, where she successfully implemented a Cross-Sell strategy, highlights her ability to adapt and thrive in various environments while driving superior service and revenue growth. She is adept at leveraging her skills in executive coaching, performance management, and process improvement to enhance customer retention and elevate the Net Promoter Score.
In addition to her operational acumen, Michaela is a strong advocate for fostering a culture of resilience within organizations. By focusing on outsourcing and recruiting top talent, she ensures that her teams are well-prepared to navigate challenges and seize opportunities in an ever-evolving marketplace. Her commitment to excellence and strategic vision positions her as a key leader in American Express, driving initiatives that not only protect the business but also enhance the overall customer experience.
Director Global Complaints & Privacy Enablement at American Express in January 2025 to Present
Director - Business Continuity & Customer Crisis Response at American Express in October 2021 to January 2025
Director/Snr Manager Operations Performance Management at American Express in April 2017 to October 2021
Director at American Express in August 2015 to April 2017
Senior Manager Global Cross-Sell at American Express in March 2010 to July 2015
Call Centre Manager at American Express in January 2002 to February 2010
Team Leader at American Express in December 1997 to May 2002
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Executive Coaching
Call Center
Customer Experience
Customer Retention
Workforce Management
Credit Cards
Contact Centers
Customer Satisfaction
Relationship Management
Financial Services
Process Improvement
Call Center Development
Customer Engagement
Performance Management
Change Management
Customer Service Management
Team Leadership
Service Delivery
Coaching
Net Promoter Score
Cross Selling
Operations Management
Team Management
Customer Service
Business Process Improvement
Leadership
Employee Engagement
Call Centers
Sales
Management
Six Sigma
Outsourcing
CRM
Strategy
Business Relationship Management
Customer Relationship Management (CRM)
People Management
Project Management
Green Belt
Recruiting
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Discover more about American ExpressWhat is Michaela Martin email address?
Email Michaela Martin at [email protected]. This email is the most updated Michaela Martin email found in 2026.
What is Michaela Martin phone number?
Michaela Martin phone number is +13102591338 and +15406360351.
How to contact Michaela Martin?
To contact Michaela Martin send an email to [email protected]. If you want to call Michaela Martin try calling on +13102591338 and +15406360351. (updated on October 23, 2024)
What company does Michaela Martin work for?
Michaela Martin works for American Express
What is Michaela Martin's role at American Express?
Michaela Martin is Director Global Complaints & Privacy Enablement
What industry does Michaela Martin work in?
Michaela Martin works in the Financial Services industry.
Michaela Martin Email Addresses
Michaela Martin Phone Numbers
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