Innovative Client Service Manager who effectively executes process changes to improve operational efficiency.
Highlights
Client Relationship Management
Event Planning & Sponsorship
Strategic Market Planning
Negotiation
Team Building & Management
Marketing savvy
Meticulous attention to detail
Skilled multi-tasker
Deadline-oriented
Budget Preparation/Administration
Experience
Client Service Manager, 05/2013 to Current Jpmorgan Chase & Co. – White Plains, NY,
Monitor the daily activities of over 1500+ clients.
Provide detailed monthly departmental reports and updates to senior management.
Routinely prepare and evaluate CRM reports to identify problems and areas for improvement.
Resolve client questions, issues and complaints.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase client satisfaction.
Implemented E-Statement program to streamline clients to a digital interface platform.
Events and Sponsorship Coordinator, 2011 to 04/2013 Jpmorgan Chase & Co. – Whittier, CA,
Serve as Events and Sponsorship Coordinator for the Marketing Events Department.
Collaborate and excute overall success of the All-City and Trusted Advisor Partner Forum events.
Selected Contributions: Develop and manage program outline and event logistics for multiple All City and TA events.
Created All-City and TA event campaigns in Cvent.
Developed and implemented online Sponsor portal for 2013 All City events.
Facilitated with Event Planners and Direct Mail to implement and execute All-City and TA event boxes.
Work directly with Marketing Department to create All-City and TA Event flyers and emails.
Organized sponsorship logo placement and acknowledgment on all flyers, email invitations, signage, and post event surveys.
Generated Pre and Post event surveys in Cvent and Survey Monkey.
Client Service Manager, 09/2005 to 07/2010 Tier I Healthcare Education, Inc – City, STATE,
Served as lead Client Service Manager of all client event logistics for a leading healthcare related company.
Responsible for all aspects of event planning including invitations, confirmations, travel, venue, hotel contracts, event materials and leisure activities.
Communicated with customers, management, internal departments, and vendors to coordinate overall marketing effort in accordance with corporate goals.
Selected Contributions: Manage to ensure that events profitably met the needs of our clients by continually monitoring and servicing the accounts as needed.
150K to $500K Responsible for processing all budget reconciliations for client events.
Total budget for department $5 million.
Coordinated and submitted grant-funding proposals with the objective of securing financial support for several medical education programs.
Proposals from $100K to $500K depending on the needs of the program.
Successfully developed and worked on graphic design and copy for the company's website that better met the need of our customers.
Developed and managed a comprehensive client services program which included success stories in the following organizations: the GSK 2006 Roundtable Dinner programs, AAHFN Grassroots programs, Scios Rivaroxaban Advisory Board meetings and the Natrecor Speaker Training programs.
Education
Bachelor of Arts: Visual and Performing Arts, Expected in 2001 California State University - San Marcos, GPA:
Accomplishments
Event Planning: Successfully performed many of the operational aspects of events including client development.
Developed outstanding events with such clients as GlaxoSmithKline, Scios, Cadence Pharmaceuticals and American Association of Heart Failure Nurses.
Key player for the successful launch of the 2012 Vistage All City and Trusted Advisor Partner Forum events.
Most recently developed and Client Appreciation E-Statement program for all Accounting clients to receive emailed Invoices & Statements.
E-Statement Program helped to reduce waste and reward our customers.
Worked closely with the Public Relations departments in marketing materials to promote client products/services.
Key Strengths: Noted for ability to motivate performance, communicate strong messages, nurture partnerships, inspire innovative design, and deliver significant growth that benefits the organization.
Superior writing skills including the creation of grants for the purpose of securing funds for client events.
Accomplishments: Successfully directed and facilitated several major client events including the 2012 Vistage All City and TA events, 2010 ICJR Annual Meeting, 2008 Natrecor Speaker Training programs, Scios Rivaroxaban Advisory Board meetings, Cadence Pharmaceuticals Advisory Board meetings, 2006 GSK Roundtable Dinner programs, and the American Association of Heart Failure Nurses Grassroots programs.
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