Thomas Bodley

Experience

• 

  American Express

  Jan 1989 - Jan 1993

  Director of Customer Service

  Led all aspects of customer service operations for card business in Kuala Lumpur (including authorizations, credit, new accounts, telephone service, and point-of-sale terminals), with team of 6 direct reports in market with a volatile credit history.

• 

  International Student Conferences, Inc.

  Jan 1990 - May 2010

  Director

  Active member of board of directors of the non-profit International Student Conferences (ISC)

• 

  American Express

  Jan 1994 - Jan 1996

  Led team of 12 quality and customer research specialists supporting card business, in midst of downsizing and centralization, and reduced team to 1 position (eliminating my own position). Director of Asian regional project team to manage 2-stage project—1) regional configuration for new card statement printing process; and 2) installation of new statement printing system.

  • Director of Quality

    Jan 1995 - Jan 1996

  • Director of Statement Printing Project

    Jan 1994 - Jan 1995
• 

  American Express - Japan

  Jan 1997 - Dec 2005

  -Responsible for teams providing customer service for Japanese customers in card business-Teams included new accounts, authorizations, credit, collections, fraud, telephone service, project management-Strong focus on quality of service for premium customers-Responsible for US$33mm operating budget Led team of 6 project managers conducting credit operations projects and providing process expertise, from regional headquarters in Sydney, Australia for credit operations teams in 11 Asian markets, with multi-million dollar credit portfolio.

  • VP Customer Service

    Aug 1998 - Dec 2005

  • Director of Credit Engineering

    Jan 1997 - Jul 1998
• 

  Tom Bodley Consulting LLC

  Apr 2007 - Jul 2008

  Principal

  I advised firms on how to provide premium service to customers in the personal financial services industry, with special emphasis on Japan

• 

  American Express

  Aug 2008 - Nov 2014

  Customer Experience Director

  Advised partner banks in the global network services part of American Express in the Japan Asia Pacific region on best practices in serving premium customers in their credit card operations