Senior Events Program Manager Resume Example IHS Markit, JOC Events And Webcasts

SENIOR EVENTS PROGRAM MANAGER

Summary

Detail-oriented Client Services Program Manager with expertise in event management with an extensive background in customer service. Successful in growing business through sales referrals from live webinar leads and effective print and digital marketing strategies. Successful in exceeding clients' expectations when managing costs and recognizing opportunities for improvement.

Skills

Proficient in Salesforce, Wix, Constant Contact, Guidebook, Chargify, On.Care
Adobe Certified Expert
Operations oversight
Customer service-driven
Monitoring events planning trends
Unique vendor management
Client relations and retention

Event schedule coordination
Focused on customer satisfaction
Deadline-oriented
Meticulous attention to detail
Cross-functional collaboration
Relationship development and retention

Experience

IHS Markit, JOC Events and WebcastsNew York, NYSenior Events Program Manager10/2018 to 04/2020

Program Manager of all events while supporting the editorial and sales teams with the management of the event programs (liaising with speakers and sponsors), all on-site logistics and regular reporting (including post-event analysis) to senior management within IHS Markit.
Program management of all editorial and client custom sponsored webcasts.
Responsible for shipper round tables, support editorial and sales teams with the management on these one-day events (liaising with session chair(s) speakers and sponsors), all on-site logistics and regular reporting (including post-event analysis) to senior management within IHS Markit.
Territories specifically managed in Canada (Toronto), Germany (Hamburg), USA (Chicago, Las Vegas, Long Beach, New Orleans, Houston, and New Jersey) •
Provided support and assistance in executing audience development and online event marketing efforts.
Provide support and guidance to speakers/panelists by providing and managing timelines, deliverables, training, and other necessary information.
Set up registration page and audience console on timely basis, including all customized copy and provide any ongoing updates.
Provide customer service support regarding registration, payments and presentation availability.
Provide sponsor reporting and leads.
Maintain the master event calendar.
Work closely with the Audience Development team on marketing efforts that will grow memberships, conference attendance, and traffic to websites.
Maintain current campaign reporting.
Provided support and assistance in executing audience development and online event marketing efforts.
Provided support and guidance to speakers/panelists by providing and managing timelines, deliverables, training, and other necessary information.
Set up registration page and audience console on timely basis, including all customized copy and provide any ongoing updates.
Provided customer service support regarding registration, payments and presentation availability.
Provided sponsorship reporting and leads to drive sales and attendee growth.
Proposed and developed new programming ideas and special features to drive audience engagement.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Assessed system needs, improved design processes and enabled systems to align more closely with business expectations.
Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
Tracked progress by employing program documentation, directives, funding information and other vital program materials.
Boosted performance and drove cost controls while achieving project and overall objectives to ensure customer satisfaction.
Performed site evaluations, customer surveys and team audits.

IHS MarkitNew York, NYClient Services Manager07/2015 to 10/2018

Independently processes new subscriptions, renewals, and payments via Chargify software in an appropriate manner for over 3,000 customers.
Delivers answers and information for internal and external customers in an appropriate manner optimize customer experience and brand loyalty.
Works closely with the finance, marketing, and membership team to guarantee that orders a processed in an appropriate and effective manner and according to business expectations.
Independently manages 100% of customer queries through SalesForce, also well as direct queries via email and phone, and queries escalated by customers while ensuring resolutions that include key stakeholders across teams and functional areas.
Independently researches and seeks innovative opportunities to increase internal and external customer satisfaction, while continually recognizing and implementing strategies to improve existing processes.
Scheduled clients for appointments to meet all needs promptly.
Partnered with similar organizations to meet greater needs, preventing duplication and optimizing resource utilization.
Evaluated monthly reports to review client activity and identify opportunities for multiple team growth.
Updated clients on consistent basis regarding projects and answered questions quickly and with knowledgeable support.

Sound TechnologyCarlsbad, CACustomer Service Triage Representative06/2014 to 07/2015

Worked within a CRM (AntechLab.com) data base for case locating, RMAs, and other tracking purposes.
Handled on average 70-80 inbound calls / triaging calls daily.
First point of contact for customers.
Worked with managers, staff and other employees to meet customer needs in a responsive, efficient.
Directed calls into the appropriate queue based off the circumstances of the call.
Implemented tactics to de-escalate problem situations immediately.
Knowledge of veterinary terminology and products.
Troubleshot difficult issues while providing creative problem solving techniques.
Created agendas and communication materials for team meetings to ensure the upmost highest customer service quality is being analyzed and developed.
Improved customer satisfaction by finding creative solutions to problems.

Education and Training

Bachelor's Degree:Business Administration05/2018Thomas Edison State University

Dean's List Honoree - 2017
Honor Roll - 2017 - 2018

High School Diploma05/2014CAVA High School, San Diego, CA

Girl Scout Bronze Award
California FFA State Degree
Varsity Volleyball Team Captain

Resume Overview

Companies Worked For:

IHS Markit, JOC Events and Webcasts
IHS Markit
Sound Technology

School Attended

Thomas Edison State University
CAVA High School

Job Titles Held:

Senior Events Program Manager
Client Services Manager
Customer Service Triage Representative

Degrees

Bachelor's Degree : Business Administration 05/2018
High School Diploma 05/2014

Senior Events Program Manager Resume Example

Resume Score: 80%

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