SUMMARY:

Experienced Client Services Manager with extensive customer service and quality assurance experience. Team leader with a proven ability to train, supervise, motivate, and evaluate team members. Strong presentation skills and attention to detail with a reputation for exceeding client expectations in fast - paced, high pressure work environments.

PROFESSIONAL EXPERIENCE:

Confidential, Holmdel, NJ

Director, Customer Support

Responsibilities:

• Recruited, supervised and mentored nine direct reports
• Improved existing and implemented new customer service level agreements across all Confidential products
• Closely monitored client inquiries and cases to ensure service level agreements were met and customer satisfaction was exceeded
• Expanded the Call Center and Technical Support hours to 24/7, created an evening shift and 4 day work week to ensure proper coverage
• Managed needs of high level key accounts. Successfully maintained relationships with existing clients and forged new relationships.
• Reduced call abandoned rate and average speed to answer percentages by 30%
• Built incentive program for the Support and Customer Success teams

Confidential, New York, NY

Manager, Client Support

Responsibilities:

• Trained, mentored and managed seven direct reports in the client support department.
• Managed day to day operations for the support team including case management, client communication.
• Created, maintained and produced Salesforce reports and dashboards to identify trends, track client web usage and report quarterly statistics to all internal teams as well as board members
• Assisted with the implementation of new clients as well with the implementation of major releases, service packs and hot fixes to existing clientele
• Accountable for resource planning and allocation to ensure optimized coverage of Client Support team
• Responsible for the final review, approval and distribution of all client facing and internal product related materials and release notes regarding new product releases for major application releases as well as interim releases
• Collaborated with the Production Development team regarding change management; discussed future enhancements of the application based on internal and client feedback as well as personal recommendation.
• Monitored client activity through usage statistics, recommended additional or refresher when needed

Confidential, NJ

Manager, Client Services

Responsibilities:

• Recruited, trained and supervised nine direct reports in the client services department including two consultants based in London.
• Supported over 3000 sell side broker contacts and 75 buy side client firms across ten commission management applications, providing first, second and third level support via phone and email.
• Motivated employees to achieve personal goals and consistently meet expected service level agreements.
• Worked closely with all internal departments as well as third party distribution service providers to establish processes, communications, and resolve issues more effectively
• Assisted both Sell-Side and Buy-Side clients with the conversion and mapping of their d Confidential to our BrokerTrak repository, enabling both parties to seamlessly view each other’s d Confidential
• Managed quality assurance projects, including user acceptance and regression testing, project plans, and end user documentation. Assisted with production QA, notifying clients once resolutions were posted to their live environment.
• Coordinated and implemented activities related to broker and client sessions including creating documentation, scheduling classes and performing WebEx sessions

Confidential, New York, NY

Quality Assurance Manager

Responsibilities:

• Managed user acceptance testing project for Confidential proprietary web based AdPortal application with five direct reports.
• Developed and facilitated programs for classified advertising departments.
• Developed programs and coached others involved in efforts, exemplifying the desired culture of Confidential
• Designed and created user manuals and materials, trained classified advertising departments and external clients using these materials
• Coordinated & performed face to face sessions for all internal team members of the NYT Advertising department as well as their after-hours office in Buffalo, NY
• Created UAT test scripts according to user functional requirements specifications. Delegated QA responsibilities and designed time schedules

Confidential, Warren, NJ

Senior Application Support Analyst/QA Analyst

Responsibilities:

• Senior support and quality assurance analyst responsible for providing level two support to clients as well as testing all applications prior to production deployment.
• Liaison between clients and development team.
• Provided software support to property management employees and their external clients
• Created user and manuals, coordinated and conducted sessions
• Designed test cases according to business requirements and user functional specifications. Executed test cases and reported issues to central tracking system
• Managed administration login credentials, created and assigned license keys for new users

Confidential, New Brunswick, NJ

Senior Support Analyst

Responsibilities:

• Provided tier two and three hardware and software phone and desk side support to Confidential & Confidential corporate employees, including law, finance, pharmaceutical departments as well as retired upper management.
• Provided personal computing assistance to corporate employees through desk side 'one-on-one' sessions and small group workshops on standard end-user applications and peripherals such as Blackberries and Palm Pilots. Tracked issues through the Picasso Remedy Help Desk ticket system.
• Documented and communicated resolution activities to all involved groups. Tracked issues in central tracking system

Project Coordinator/Quality Assurance Analyst

Confidential

Responsibilities:

• Coordinated the development efforts for policies, guidelines, standards and procedures to ensure that corporate campus applications were compatible with the Windows 2000 operating system.
• Liaison between the departmental application developers and representatives and IT Management.
• Devised and implemented W2K testing scheduling and rules, regulations and requirements of the W2K test lab
• Defined timeframes for completion of specific activities. Coordinated deliverables and parties responsible