Primary Caregiver

Self

San Francisco, CA

April 2022 - May 2024

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Took time away from professional career to act as the primary caregiver for an elderly parent.

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Account Director / Service Manager / Client Service Delivery Analyst

Nasdaq

San Francisco, CA

December 2014 - April 2022

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As Governance Services Account Director (2018-2022), managed an annual book of business of $2M+ of key clients in the West, Mountain and Central regions, with the primary focus on client retention and growing the business by upselling additional Governance Solutions services. Would regularly schedule annual business reviews to monitor client health, identify risk, promote adoption and identify additional upsell opportunities. Consistently met 100+% of annual upsell quotas (2019, 2020 and 2021).

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As Service Manager (2017-2018), responsible being a primary point of contact and Subject Matter Expert for a dedicated set of Directors Desk (Board Portal) clients in the West region, including implementation for new clients, training administrators and end users and working alongside and engaging internal Sales teams to identify upsell opportunities.

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As Client Services Delivery Analyst, actively owned internal and external client support requests in a real-time environment for operational and transactional requests for various Corporate Solutions products (Directors Desk Board Portal Software, IR webhosting, GlobeNewswire Wire Distribution, whistleblower hotline, Nasdaq Online)
•    Educate and train clients on new services, products, and product enhancements.
•    Work closely with NASDAQ OMX sales, development and operations staffs to ensure quality and timely services are delivered to clients.
•    Provide tier 1 transactional support to clients for all products.

•    Managed issue resolution with technical team and provide timely and solution oriented feedback to clients.
•    Maintain a strong working knowledge of the investor relations industry and keep apprised of its regulations and updates.
•    Demonstrate command of financial and technical terminology with an aptitude to learn multiple management tools.
•    Develop a solid foundation of product knowledge for all products supported, specializing in one product as Subject Matter Expert (SME)

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Engineering & Sales Advisor / Account Manager / Manager, Client Services
Workplace Answers

Austin, TX

November 2003 - January 2014
 

As the Engineering and Sales Advisor, I had three key responsibilities. The first was to assist the Account Management and Sales teams in selling and implementing the company's engineering services, such as data exchanges, self-registration portals and the proprietary Learning Management System. The second was to assist Enterprise Account Managers in deploying online courses and troubleshooting engineering issues for key accounts. The third was to work with the Engineering, Content and Marketing teams to introduce new engineering products and solutions for the Workplace Answers team.

 

As Account Manager, responsible for nurturing existing, key Client relationships through support, consultation, renewals and upsells, with an average yearly book of business value of $500K+.

 

As Manager of the Client Support Team, my staff and I provided support to our Clients on the company’s Learning Management System, from on-boarding to post-sales Client relationship management, consultation on training objectives, license usage reconciliation reports and overseeing Client satisfaction which, in turn, would generate revenue in the form of consistent Client contract renewals. Consult with the Sales Department during the Client renewals process providing information on the Client’s training patterns and needs. Streamlined departmental processes by working other company teams (e.g. Marketing, Finance). Provide support to the Deployment team in the Client Services Department by working with Clients on training deployments. Larger and more involved Client deployments required Project Management with the Client, various departments within the company (e.g. Content, Engineering, etc.) and outside vendors (e.g. translation service, recording and animation studios).
 

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Customer Service Supervisor
QIXO Inc.

San Francisco, CA

August 2002 - July 2003
 

Supervised a staff of live chat operators using Live Person software. Responsible for monitoring and training of new staff, locally and in India. Involved in the resolution of second-tier escalated customer service issues. Completed travel reservations for internet Clients based on submissions to the company’s website.
 

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Inside Sales
WorldRes

San Mateo, CA

February 2002 - July 2002
 

Responded to Sales leads acquired by submissions to the company website and telephone calls to an ACD line. Supported Sales staff on various projects.
 

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Business Travel Counselor
American Express

San Francisco, CA

September 1998 - January 2002
 

Worked on-site in the Travel Department for a multi-national law firm. Day-to-day responsibilities included completing travel reservations using Apollo and Sabre central reservation systems in an ACD environment, with an emphasis on providing the most cost-efficient and time-efficient itineraries. Worked closely with the Client Travel Manager as a Project Manager, Travel Director and on-site air agent for meetings and group travel, including off-site Partners’ Retreats in Cancun and San Francisco.