SHALINNI SHARMAA
PMP Certified, MBA - Operations
Gurgaon
Summary
Goal-oriented leader with extensive experience in project management, premium service operations, and client management. Adept at Agile methodologies and driving transformational initiatives. Proven ability to lead high-performance teams and deliver results in a fast-paced, global environment.
Overview
19
19
years of professional experience
9
9
years of post-secondary education
Work History
Manager - International Card Marketing Solutions
American Express
Gurgaon, India
6 2022 - Current
- Lead Rewards Team in APAC for loyalty benefit campaigns and transformational projects.
- Drive cost-saving and revenue growth strategies across seven markets.
- Provide consultation and technical support to ensure compliance and mitigate risks.
- Implement lean and agile principles to enhance operational efficiency.
- Manage sprints and lead initiatives that reduce team workload and increase productivity.
- Foster colleague engagement through various internal programs.
Centurion Travel Team Leader
American Express
Gurgaon, Haryana
02.2016 - 06.2022
- Managed a team of 20 Membership Managers, overseeing travel, lifestyle, and card-related services for Centurion Card Members.
- Spearheaded projects involving technological advancements (Sabre, NSRW, OPUS)
- Formulated and implemented performance improvement strategies to meet business goals.
- Collaborated with stakeholders to drive operational efficiencies, boosting travel wallet share and portfolio engagement.
- Led new hire training and engagement initiatives, improving customer satisfaction (OSAT & RTF)
Platinum Travel Team Leader
American Express
Gurgaon, Haryana
02.2015 - 02.2016
- Led team of Supervisors handling escalations and complex queries of Platinum Charge Card Members
- Collaborated with team members to achieve target results.
Training Manager
American Express
Mumbai, Maharashtra
10.2013 - 01.2015
- Organised orientation and technical training sessions for new hires.
- Developed customized training approaches to enhance learning outcomes.
- Evaluated training effectiveness and implemented improvements to meet business needs.
Senior Travel Consultant
American Express
Gurgaon, Haryana
12.2009 - 10.2013
- Delivered high-quality travel service to Platinum Charge Card Customers, negotiating optimum deals and improving service scores.
Quality Team Leader
Kale Consultancy
Mumbai, Maharashtra
04.2006 - 08.2009
- Led internal and vendor quality audits on travel-related documentation.
- Identified and implemented operational improvements for enhanced performance.
Education
Project Management Professional (PMP) -
PMI
11.2021 - 03.2022
MBA - Operations
ICFAI
06.2011 - 06.2015
Diploma - IATA Foundation Course
IITC
Mumbai 09.2000 - 11.2000
Bachelor of Commerce -
University of Mumbai
Mumbai 06.1995 - 05.2000
Skills
Agile Project Management
Premium Servicing & Escalation Management
Customer & Client Relationship Management
Lean Management Principles
Training & Development
Cross - Functional Team Leadership
Currently Pursuing
SAFe Agilist Certification
Timeline
Project Management Professional (PMP) -
PMI
11.2021 - 03.2022
Centurion Travel Team Leader
American Express
02.2016 - 06.2022
Platinum Travel Team Leader
American Express
02.2015 - 02.2016
Training Manager
American Express
10.2013 - 01.2015
MBA - Operations
ICFAI
06.2011 - 06.2015
Senior Travel Consultant
American Express
12.2009 - 10.2013
Quality Team Leader
Kale Consultancy
04.2006 - 08.2009
Diploma - IATA Foundation Course
IITC
09.2000 - 11.2000
Bachelor of Commerce -
University of Mumbai
06.1995 - 05.2000
Manager - International Card Marketing Solutions
American Express
6 2022 - Current