Torino K.

Fitzgerald
90 West Street, Apt 6U New York, NY 10006 * (312) 420-5403 * tk_fitz@mac.com
Summary:
Seasoned Professional: Over 10 years of experience conducting strategic analys
is, driving change in a highly consensus driven culture, and influencing various
levels of management across Lines of Business and within Staff Groups
Global Experience: Proven ability to lead and collaborate while working in cul
turally diverse environments to deliver transformational outcomes. Experience i
ncludes having worked across 4 continents: North America, Africa, Asia and Euro
pe
Planning: History of successfully driving results and allocating resources to
owned / created plans and re-adjusting plan to meet emerging business priorities
and changes in direction
Strategic Planning & Execution: Proven ability to conduct strategic analysis t
hat result in measurable business results
New Product & Enterprise-Wide Technology Launches: Successfully lead, particip
ated and/or co-lead varying phases of the product development life cycle to succ
essfully launch new client-facing products and technologies
New Team Launches: Proven ability to design and launch customer engagement, pr
oject execution and team enablement processes that underlie a high-performing te
am
Change Leadership: Proven ability to successfully drive wide-scale organizatio
nal changes that inspire useful, supportive and productive action and is anchore
d in reason and structure
Relationship Management: Demonstrated experience with managing expectations, d
riving change and working collaboratively with external Clients, international B
ank Partners and local Agencies
Leadership Experience: Demonstrated success in directly hiring, managing and m
otivating a diverse team across several geographic locations. Year over year st
rong leadership ratings, including an L1 rating and a Leadership Award in 2009
Budget Management: Proven ability at forecasting and managing a multi-million
dollar budget
Professional Experience:
American Express: New York, Chicago, & Phoenix, March 1999 - Present
Director Field Strategy & Effectiveness 10/04 - Present
Successfully lead a team of 7 individual contributors who developed a track reco
rd of driving high-impact business results, managing complex initiatives across
more than 50+ projects and influencing executive decisions via compelling analys
is, superior deliverables and effective communication skills
Key activities include:
Transforming business via strategic analysis and effective partnerships with Sr
. Level Executives to drive global prospecting, account segmentation, competitiv
e and organizational re-alignment strategies.
Working globally across four continents to grow commercial card volumes by laun
ching new/existing products and technologies and by working in markets managed a
nd serviced by external Bank Partners.
Managing large project teams and developing creative, high-impact solutions to
complex business problems that includes a B2B go to market strategy, customized
value propositions by sales segments and new hire programs to support sales forc
e expansions.
Driving organizational-wide change management initiatives to complex problems i
n a fast-paced, highly matrixed and dynamic environment.
Building a high-performing, business critical team that manages the execution o
f 80%+ of the most strategic projects impacting the Global Commercial Card busin
ess.
Managing Agencies to create Sales & Account Management client-facing collateral
, e-learning modules and e-commercials.
Overview of business results include:
New Business: Four historic global wins, contributing approximately $1B of new
charge volume to the franchise
Margin: 19 Basis Point reduction in offered Corporate Card incentives; 8 Basis
Point reduction in offered Purchasing Card incentives; $2M reduction in contrac
t exceptions.
Product Growth: 13% growth on Corporate Purchasing Card accounts; $1.3B in Mee
tings Card spend; and $1.1B across all B2B products; $312K in Platinum Card fee
revenue.
Competition: Two global competitive take-a-ways and four global wins against a
key competitor.
New Hire: 173% increase in middle market new hire charge volume produced withi
n first 12 months; and a 33% sales improvement of 18 direct sales new hires.
Process: $5M in cost avoidance by mitigating the risks associated with a new c
ategory of spend: non- T&E spend.
Leadership: G1+ employee engagement survey result for a team of 70+ employees;
3 employee promotions to Director and 1 to Sr. Manager; Year over year strong l
eadership ratings, including an L1 rating and a Leadership Award in 2009.

Professional Experience: continued

Manager, Field Effectiveness 10/01-10/04
Responsible for executing broad-based change initiatives that support critical o
rganizational strategies for sales growth, account retention and sales/account m
anagement productivity and performance
Change Management: Partnered with the Sales and internal Marketing to implemen
t key initiatives including a new product roll-out, a new client acquisition ram
p up process and implementation of new technologies, resulting in more than $1B
in charge volume and to the receipt of the Meeting & Exceeding Customer Expectat
ions leadership award.
Relationship Management: Successfully managed external vendor relationship to
drive marked improvement in Sales and Account Management performance on business
critical applications.
Systems Approach: Identified, gathered and analyzed available Help Desk report
ing data to determine connections between end user calls and related performance
gaps. Used information to:
o Develop and implement a variety of targeted performance intervention solutions
, resulting in a 4% reduction in metrics around end user answered calls and aver
age length of call.
o Introduce new ways of measuring help desk performance by introducing metrics i
n the categories of volume, efficiency and effectiveness by re-engineering the h
elp desk dashboard and process - resulting in a more effective and efficient way
to identify emerging problems with field tools and processes.
Business Development Consultant 8/99 -10/01
Experienced consultant responsible for driving new acquisitions through targeted
lead generating activities, development of value-based client proposals and inf
luencing client decisions through effective positioning
Business Development: Co-developed and co-presented customized solutions to ser
vice middle market corporate travel and card clients, yielding year over year ta
rget achievement.
Acquisition Management: Drove strategy development of value-based proposals in
the US and Canada, which led to more than $1M in sales and to the receipt of a
Business Partnership Excellence award.
Client Management: Defined processes to collect revenue, conduct and evaluate
client forums, and drive business through the American Express Consulting sales
process, resulting in the collection of $300K in past due receivables, 10% YOY i
ncrease in new leads and to the receipt of the Collaborating and Influencing awa
rd.
Accenture/Andersen Worldwide, Chicago, Illinois 3/96 - 8/99
Junior consultant responsible for driving process design, change management, and
stakeholder engagement of critical projects
Human Performance Consultant:
Process Re-engineering: Worked with clients across three continents to manage
the process redesign and stakeholder engagement work streams to support broad sy
stem implementations.
Change Management: Defined roles, responsibilities, competencies and accompany
ing change management plan to align people with the processes and strategic dire
ction of core functions.
Project Management: Created standard processes and procedures for providing hi
gh-impact customer service, which was incorporated into the worldwide customer s
ervice training plan.
Education:
Northwestern University, MS Learning & Organizational Change (Year 1 Completed P
rior to Relocation to NYC)
University of Illinois at Urbana-Champaign, Bachelor of Arts
Universidad de Barcelona, Study Abroad
Universidad de Guanajuato, Summer Study Abroad