Management Sales

SANA STEPHENS

Millburn, NJ ***** ****.********@*****.*** Cell: 302-***-****

Top-performing Manager with 9+ years experience in client service, sales, relationship management, negotiating, project

management and support staff management.

SUMMARY OF QUALIFICATIONS

• More than nine years of client service experience in the financial services industry, including seven plus years working in a

managerial capacity.

• Provided superior leadership, direction, and guidance for a team of 7+ diverse employees.

• Proven success in building departmental groups, updating service policies, and executing on objectives.

• Comfortable working as part of a virtual team

PROFESSIONAL EXPERIENCE

MARKOV PROCESSES INTERNATIONAL, LLC, Summit, NJ

Director Account Management 2009 - Present

Responsible for the establishment and on-going management of MPI’s new Account Management group. Prior to this groups

establishment account management was handled by Sales and Support. Thus this role required the establishment of new

policies, training, and opening up interactions between these two groups.

• Responsible for hiring, training, supervising, performance evaluation, and developing and leading any direct reports on the

Account Management team.

• Developed tactical plans, timelines and followed through on deliverables.

• Interacted with and advise executive management in matters related to its services and support business.

• Participated in company branding, positioning, including marketing materials and web site design.

• Collaborate with various departments to develop and implement product enhancement into existing book of business.

• Project manage all aspects of the evaluation process including leading the work of direct reports and following up with all

key players in the process. Resulted in an close rate on evaluations of 78%.

• Improved client relationship management and account management operating procedures. Resulted in an increased client

retention rate of ~7% per year since taking over this position.

• Updated the client renewal process, established new policies and cleaned up billing process.

• Implemented account management KPIs around key indicators, that are now used to measure success year over year

• Decreased non client retention rate 65% the 1st year and 37% in year two.

• Managed relationships with key client accounts, external data vendors, and enterprise partners.

• Established training program around supporting clients, handling the transition from sales support team over to normal

support as well as how to increasing retention.

Director US Support Services 2006 - 2009

Responsible for the direct management of MPI’s US client services team, as well as working on other client related products, or

service initiatives as determined by changing business needs.

• Managed the client service team in handling client support issues, including helping clients with software installations,

license renewals, and providing online and on-site client training for all of MPI’s products.

• Identified and implemented tools/standards/processes that continually increased efficiency and profitability of the

department. Managed the transition to Saleforce.com.

• Built effective project teams to support project assignments and ensured teams had a common understanding of the client’s

needs and objectives.

• Implemented the team’s first quarterly performance reviews, with a year-end review.

• Created support metrics and reporting used by the department head and executive to management the groups effectiveness.

• Managed relationships with key client accounts, external data vendors, and enterprise partners.

SANA STEPHENS PAGE TWO

Cell: 302-***-**** ****.********@*****.***

INVESTORFORCE, INC., Wayne, PA 2004 – 2006

Director Client Service

Responsible for providing services to clients as they use the InvestorForce technology to support their reporting and analytical

needs, competitive analysis, manager search process, due diligence, client management, and client reporting.

• Developed relationships with high-level and C-level managers to expand contracts, cultivate new business, and expedite

• Worked with clients to understand their business goals and objectives and provided solutions that met and/or exceeded

client expectations.

• Increased revenue through a combination of new sales and renewals of the InvestorForce’s database of product licenses, to

a broad range of investment professionals.

• Ensured renewals by providing high levels of service/support to database clients using the InvestorForce technology

platforms. 85% renewal rate on Traditional clients and 92% renewal rate on Alternative clients.

• Executed against monthly new sales goals and client retention goals.

• Provided ongoing training necessary to maximize client’s product adoption.

• Cross-sold/up-sold InvestorForce’s full suite of offerings to existing clients.

• Provided market feedback to support product design and development.

WACHOVIA SECURITIES, Wilmington, DE 2002 – 2004

Brokerage Specialist

Educated clients on banking and investment products with Wachovia and served as liaison between back office and clients.

• Participated in focus groups on ways to increase client satisfaction and retention.

• Recommended opportunities for clients to increase their financial relationship with Wachovia.

• Researched and reported year-end tax information on client’s accounts.

• Consistently achieved above average performance evaluations throughout tenure with Wachovia.

• Addressed client conflicts with banking and investment disputes to satisfactory resolution.

• Filled in the supervisor’s position and responsibilities in his absence.

• Earned Series 7 and 63 licenses

EDUCATION AND LICENSES

BS, Business Administration,

Double major in Finance and Management

University of Delaware, Newark, DE, 2002

Executive MBA

University of Delaware, Newark, DE, 2011

TECHNICAL SKILLS

Proficient in Microsoft Office

Database and Spreadsheet Applications

Bloomberg, MPI Stylus

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