Director, Sales Support , 03/2019 to 06/2020 Bloomberg Industry Group – Arlington , Virginia
Lead a team of 40 + skilled professionals to create cutting-edge [Area of expertise] works.
Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.
Worked closely with senior leaders around the organization to ensure both operational excellence and end user satisfaction. data, analysis, and various metrics to drive continual improvement Drove customer service programs that elevated the overall client experience; increased customer satisfaction year over year; effectiveness measured in high customer satisfaction ratings and long-standing customer relationships.
Created an incredible culture Coach and manage direct reports and partners to fully Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring by [Number]% and saving company $[Amount] in training fees.
Creation of roles and responsibilities, performance management materials such as goal setting and core competencies
Lead a team of 43 skilled professionals to provide industry leading customer support to clients worldwide 24 hours a day, 7 days a week, 365 days a year. Oversaw all operational and daily activities (internal) and (external) including budgeting, hiring, developing and retaining high-performing team members. Worked closely with senior leaders in the organization to ensure both operational excellence and customer satisfaction using data and analysis to drive continual improvement which led to increased customer satisfaction year over year – measured in high customer satisfaction ratings and long-standing customer relationships. Created an incredible workplace culture by building diverse teams that inspired creativity and problem-solving skills that helped solve customer needs in new ways. Developed team members to their fullest potential by providing challenging opportunities that enhanced their career growth while recognizing and rewarding their accomplishments. Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 18 over 5 year span. allowed smooth transfer to different unitsResponsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and providing challenging opportunities that enhance employee career growthwhile recognizing and rewarding employees' accomplishments.
Managed all operational and daily activities of the 24/7 Help Desk including product support, tech support (external customers) and sales support (internal customers) ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the client contract and based on established company objectives to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.
Exceeded team goals and collaborated with staff members to implement customer service initiatives. with executive management teams to align customer service department policies and systems with the company's objectives.
Contributed to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.
Worked to bridge the gaps between departments, managing large client projects, and identifying opportunities to improve efficiency, and/or enhance the Client's experience.
Closely with organizational leadership, including board of directors, to strategically affect direction of operations.
Delegated assignments based on site plans, project needs and knowledge of individual team members.
Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes. partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
Exceeded team goals and collaborated with staff members
to implement customer service initiatives.
Collaborated with [Job title] to improve customer service processes and support structures company-wide.
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
Manager, Customer Support , 01/2014 to 03/2019 Bloomberg Industry Group – Arlington , Virginia
Lead a team of 23 skilled professionals
X number of people
Leadership Development Program
Developed and implemented product training, employee onboarding
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Cross-trained existing employees to maximize team agility and performance.
Provided primary customer support to internal and external customers in fast-paced environment.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Evaluated employees' strengths and assigned tasks based upon experience and training.
Legal Research Specialist , 03/2012 to 01/2014 Bloomberg L.P – New York, NY
Delivered custom and innovative solutions for the world's leading legal and financial professionals and
Resolved problems, improved operations and provided exceptional client support.
Worked closely with core business groups, such as Product, Sales, and Engineering to help develop and enhance Bloomberg's product and offerings.
Trained and mentored new personnel hired to fulfill various roles.
Assisted customer service representatives, outside sales team, customers, and vendors in troubleshooting orders that required special handling.
Business Operations Manager, Core Terminal Events , 01/2010 to 08/2011 Bloomberg L.P – New York, NY
Direct and supervise critical tasks for pre-and-post event logistics serving hundreds of events and 10,000+ attendees.
Assessed and improved the Bloomberg event registration process by developing and implementing a new procedure that significantly improved the quality of information gathered from at customer events and tradeshows.
Designed and delivered a new and improved Bloomberg client conference hardware request template.
Produced comprehensive prospect reconciliation reports in collaboration with Bloomberg internal teams.
Effectively managed conference hardware requests – a revenue generating service provided to Bloomberg clients.