1. ROMAN REZNIKOV
1000 E Island Blvd, Apt 709, Aventura, FL 33160/ Ph:1 248 895 6040 / Email: roman@reznikov.org
Results-focused professional with 10+ years of global experience in driving business process solutions and strategy. A
consistent track record of leading and developing high performing teams, driving customer centricity, productivity,
controllership adherence and championing cross-functional teams to consistently meet and exceed objectives.
 Strategic Planning  Relationship Management  Driving results
 Motivating People  Project Management  Customer Experience
 Multi-Tasking
 Operational Excellence
 Regulatory Adherence
 Global teams
 Employee Development
 Customer Loyalty
PROFESSIONAL EXPERIENCE
Accenture – 2015 – Present
Business Process Delivery Associate Manager, Capacity Solutions Team, Accenture, Miami
2015 – Present
Reporting to Business Operations Senior Manager; directly responsible for transforming business processes and
operations, Project managing global projects across United States and Canada. Working in a consultant capacity for
various global leading companies (Mondelez, Dow Chemical, HSBC Bank, Google and Facebook)
Key Contributions:
 As a hiring lead constructed and led a team of Tax Remediation Specialist to work on a FATCA Tax Client
outreach and Remediation Project
 Managed the Sales process transition from US and Canada to a client’s centralized Business Service Center
 Assists in the Solutions Design phase (Activity Logs, Workshop, SME and SOP Training)
 Successful Knowledge Capture by preparing more than 50 Detailed Process Documentation(SOP and
Process Map) for Sales Organization
 Facilitated the Knowledge Transfer sessions for US and Canada sales processes
 Provides best practices and assistance to client on managing post transition issues/concerns and Hypercare
American Express – 2006 - 2015
Manager Global Projects, Customer Experience Group, American Express Service Center, Fort Lauderdale
2010 - 2015
Reporting to Vice President; directly responsible for transforming business processes and operations, Project managing
global projects across Americas, EMEA, APAC. Drive Credit balance for AEXP including Incentives, creation and launch
of new and existing platforms and Analytics.
Key Contributions:
 Provided key strategic and tactical support in the roll out of path breaking performance management for BLs
Project resulted in over 16M over 3 years in savings
 Led the Global Pay for Performance project (P4P) utilizing CSAT as the main component for Employee payout
 Championed the Global Credit Balance Refund process resulting in optimization of financial processes,
minimizing risk, driving customer satisfaction, and clearing A/R balances. Responsible for the compliance
adherence of the Fair Credit Reporting Act avoiding fines from the government for AEXP
 Launched and maintained an email servicing capabilities tool resulting in CSAT (Net Promoter Score) increase
of 1000 bases points
 Successfully led the SOX deficiency project. Provided strategic guidance, influencing & managing key
stakeholders and a global team resulting in closing the deficiency ahead of schedule

2. Team Leader-Co- branded cards- High Value Sales& Customer Service
2009-2010
Reporting to Director; directly responsible for driving a Sales target and exceeded and driving a CSAT target, 1st on the
team to reach 80% excellence against a target of 50%
Key Contributions:
 Championed and pioneered the FPC (First Point of Contact) program included in the CSAT survey. Designed,
developed and secured resources at zero cost for the pilot. The overall project led to enhanced customer experience
that resulted in a higher CSAT score
 Analyzed Designed and presented the directorate Quarterly SDL Business Unit Reviews
 Ranked as the number 1 in Co-brand YTD running at 98% of goal in the customer metric
Telephone Service center Enrichment Program (ENR) Team Leader/Project Support
2008-2009
Reporting to Business leader; directly responsible for creation & upkeep of CSAT & Performance Metrics. Deployed
action plans and learning path programs to up-skill teams to achieve superior performance in customer experience
Key Contributions:
 Led deep dive analytical evaluations and recommendations on monthly trending of all quality and performance
metrics for over 60 team members
 Developed and leveraged advanced daily performance trackers and performance incentive calculators
 Created and implemented monthly scorecards for a directorate analytical summary
American Express Learning Path Program
2006-2008
Reporting to Business Leader; A two-year rotational program focused on developing top Operational leaders for
American Express by immersion into every aspect of the business- Finance, Analytics, People Leadership, day-today
operations. To create extraordinary leaders who can help develop a high performing work environment
Key Contributions:
 Successfully completed the Leadership Path Program as the highest performing sales person on the program
 Inspired, motivated and developed individuals and teams
 Managed profit & Loss as a key driver to business
 Excelled and adapted in a global marketplace
 Learned the key strategic drivers to the business thereby remaining relevant to the Stakeholder, the customer and
the employee
Team Leader – Quicken Loans
2004-2006
 Led all Leadership Development Learning Activities across Quicken Loans, Rock Financial, and Title Source
 Designed and developed Quicken Loans Leadership website
 Supported Talent Development Team with recruitment and selection of new employees
EDUCATION & CERTIFICATIONS
 2002 - 2005 University of Detroit Mercy Detroit, Michigan
Industrial/Organizational Psychology Masters Degree
 1998 - 2002 Albion College Albion, Michigan
Psychology Major with Human Services concentration
 Six Sigma Green Belt Trained
 Bilingual Russian and English – Proficient