Manager Customer Service

MELANIE S. WEINER

New York, NY *****

To join an organization and guide innovation and change on conferences, meetings and tradeshows, utilizing my vast team management, budgeting, and problem solving skills.

SKILLS:

Expert in all MS Office products; Passkey; FilemakerPro; SAP; Illustrator; Paradox; IMIS; and E-mail/Internet

EXPERIENCE:

6/08 – Present Institute for International Research (IIR), New York, NY

Group Manager, event operations

• Manage a staff of five conference coordinators.

• Ops lead for the Pharmaceutical Division ($13 million annual budget) including event strategy, site searches, contracting, and onsite logistics.

• Plans and execute 20+ events per year throughout U.S. and Latin America.

• Expert contract negotiation skills including attrition and cancellation resolution and right-sizing and rebooking of meetings.

• Develop, manage and forecast monthly operations budget for Pharmaceutical Division.

• Liability analysis and contingency planning.

• Responsible for successfully integrating and transitioning sister company operations’ department into the New York office following staff reduction in outside office (developed transition plan, managed and trained new team through transition, and ensured business as usual to the event customers).

• Developed an online documentation process saving the organization $26,000 per year in printing and the production of CDs.

• Proven leader with strong industry relationships (vendors, National Sales Offices, general service contractors, hotel sales).

4/07 – 6/08 Nielsen Business Media, New York, NY

Operations Manager, Jewelry Division

• Managed seven annual jewelry shows, with an average participation of 2,800 exhibitors and 18,000 attendees per show.

• Developed, monitored, maintained and improved operations budgets; zero-based budgeting; managed monthly accruals.

• Coordinated and managed the travel and housing requirements for show staff, speakers, and vendors; including one hosted conference.

• Created show design and floor plan layouts and all logistical plans for 3 annual trade shows at Javits Center and one high-end, high-touch jewelry show in Las Vegas..

• Sponsorship fulfillment including research, management & execution.

• Created the exhibitor service kits and event related forms.

• Managed and executed all on-site operational aspects and maintained relationships with contractors, facilities, hotels and staff.

• Managed and executed all food and beverage functions.

• Arranged all pre-show and onsite registration requirements with appropriate outside vendors and internal staff.

• Created all vendor RFP’s, reviewed proposals, negotiated and managed vendor contracts.

• Developed and maintained relationships with exhibitors, customers, associations and partners for all assigned events.

5/05-4/07 International Council of Shopping Centers, Inc., New York, NY

Senior Meeting Planner

• Planned multiple meetings a year, varying in size from 300 – 6,000 people plus the annual city-wide of 44,000.

• Responsible for RFP’s, contracts, production, budgets, F&B, special events, and on-site management of meetings.

• Created and managed event budgets, prepared quarterly reports and forecasting.

• Planned ICSC World Summit in Capetown, South Africa.

• Worked and managed relationship with travel agent and housing bureau for events.

• Coordinated and managed the Association’s 3rd largest trade show of 500 booths.

• Liaison with Regional volunteer committees.

3/00-4/05 Management Options, Inc., Washington, DC

Director of Meetings:

• Oversaw four association clients as well as meetings for international trade clients.

• Managed Meetings Department staff and registration for all meetings as well as chapter events, workshops, and teleseminars.

• Solicited exhibitors for 3 shows and maintained relationships.

• Represented department at client board meetings and wrote and delivered department reports.

4/97-3/00 American Psychological Society, Washington, DC

Director of Meetings:

• Ran the Association’s meetings department, managed department staff.

• Served as primary contact to a contracted society: prepared budgets; negotiated contracts; worked with the program chair.

• Sold exhibits and advertising for conferences.

• Prepared meeting marketing materials; worked with printers.

8/95-3/97 B’nai B’rith Youth Organization, Washington, DC

Administrative Assistant:

• Planned meetings including the annual staff conference, Management teams, training seminars and Commission meetings.

• Set up the budgets and managed costs for all meetings.

12/93-8/95 Alcohol and Drug Services, Fairfax, VA

Secretary I:

• Organized monthly Advisory meetings.

• Revamped and maintained client records and office filing system.

Payroll Clerk:

• Prepared the payroll for 280 employees as well as maintained personnel files.

• Conducted and trained staff at new employee orientations.

1/90-7/93 Express, Arlington, VA

Sales Manager

• Managed a women’s retail store that implemented a comprehensive customer service program.

• Supervised, hired, and managed a staff of 15 employees and budgeted payroll.

EDUCATION:

The George Washington University, Washington, DC

Bachelor of Arts Degree: May 1990

Major: Psychology; Minor: Spanish, Sigma Delta Pi

References Available Upon Request

Contact this candidate