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Launch of GDM(Global Dispute Management Software)

A transaction processing software used by Customer Support Analysts of American Express to process the disputed transactions and give resolution to both the Card Members and Merchants.

MY ROLE

Launched Amex Credit Card transaction processing software product to build an efficient automated Operational infrastructure during Covid-19 addressing the urgent need of controlling exponentially higher disputes Inventory.
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I created project plans, feature release planning, and handled delivery from milestones to the final product. I worked collaboratively with the Tech and strategy team along with designers to build PRD and managed employee's successful onboarding. I also oversaw the training while monitoring the status of performance.

​The software has had reputational risks associated and therefore it was important to implement the solutions at the earliest possible to help maintain Amex Brand loyalty concluding to its ultimate goal.



PRD Download -  
 

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Feature alignment using MoSCoW approach denoting the % impact of each feature on overall operational efficiency

METRICS

  • Successfully launched GDM, and were able to rise an overall operational efficiency by 30%, improving customer retention, while saving around 150 CCPs working hours by automating the entire process.

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  • The 45% of the number of cases solved by automation with no human interference while the average case age declined from 90 days to 65 days and CCPs were able to solve 90+ cases/day against 50 cases/day.

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  • And finally, maintaining Amex Brand Loyalty by improving VOCM-customer satisfaction metric by 35%. Driving this project built my quality of perseverance even stronger.

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Design of Dispute Management Process flow for the Product 

ALL

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