Harvey Raymundo is the Director of the Customer Experience Organization for the American Express Center in Fort Lauderdale, FL. Harvey provides leadership on initiatives that optimize the customer experience for Card member/ Merchant Billing Disputes, Executive Consumer Relation, E-mail Servicing and Payment Related Inquiries. As Director of Customer Experience, Harvey is responsible for understanding the dynamics and drivers of the customer experience in AESC-Fort Lauderdale processes; partnering with the Business Leaders to optimize the operational metrics that define customer satisfaction; and evaluating industry trends and competitive threats to our position as a premium service brand. The dinner presentation will focus on the evolution of the customer satisfaction metric and how feedback from Customers has shaped the operations and the measures of success. The Recommend to a Friend metric, key driver analysis and importance of first contact resolution are amongst the topics that will be discussed. Harvey assumed this role in June 2003. Prior to this, he was a Project Manager – Operations Consultant for the Service & Network Engineering department for three years, where he led initiatives to define differentiated service

levels for high-value Card members (HVCM), create the HVCM methodology and strategy, develop Customer Satisfaction predictive models, and implement process reengineering project. Harvey has a BS in Business Economics from the University of the Philippines, and an MBA from Georgetown University.