Manager Service

ERIN SULLIVAN

* ******* **** *******, ** ***** Cell: 617-***-**** ************@*****.***

Experienced Client Service Professional

Client Focused Resourceful Organized Creative Proactive

Self-motivated professional with history of consistently maintaining high rate of client retention within the

financial services industry. Excellent interpersonal, verbal, and written communicator with all levels of internal

and external clients. Professional presence and demeanor; well suited to client-facing positions. Multi-tasker

with strong follow-through and follow-up skills; ensure quality account management. Solid work ethic; takes

ownership and pride in work produced. Positive team developer, leader, and individual contributor.

Competencies include:

Key Client Relationships Investor Relations Terminology Service Enhancements

Client Education & Training Technology / Multi-media C-level Communications

Needs Assessments & Solutions Cross-functional Collaboration Strategic Planning / Execution

RELEVANT PROFESSIONAL HISTORY

THOMSON REUTERS – Boston, MA and San Francisco, CA 04/2002 to 09/2008

Manager, West Coast Account Management (02/2005 to 09/2008)

Managed, supported, and mentored 10 Account Managers and Senior Account Managers handling Investor

Relations websites and webcasting products for 600 clients. Recruited, hired, and trained new employees and

conducted performance evaluations on team members. Handled all client escalations for the team, interfacing

directly with C-level executives and senior Investor Relations professionals.

Led team to achieve highest ranking in number of proactive calls completed (within specified

time frame) per quarter concurrently for 1.5 years during “PAC Attack” contests.

Significantly increased client satisfaction, growth, and efficiency within the organization by

proactively making suggestions for improvements and implementing results driven projects.

Led team to consistently meet and exceed client requirements and departmental goals by

building strong internal relationships with team members.

Client Service Trainer (07/2004 to 02/2005)

Promoted to manage this new position involving creating and implementing core-training curriculum and

multi-level certification program for 50+ service organization employees. Scheduled and delivered training

(including webinars) on all applications, products, service standards, and industry knowledge.

Improved employee job satisfaction; while increasing client experience by initiating and

launching on-going employee program involving qualification and recognition of staff achievements.

Assisted in training other departments; including sales, marketing, production

management, and website production by creating reusable training documents and webinars.

Account Manager, Client Service (04/2002 to 07/2004)

Managed 70 accounts in various market caps, industries, and geographic areas. Maintained client Investor

Relations websites using proprietary web development tools, and offering consultations on best ways to

enhance each client’s IR efforts via online communications. Completed proactive calls to clients on a quarterly

basis and consulted on industry trends and best practices.

Received recognition for consistently maintaining 98% client retention rate by providing

proactive communications and attentive servicing of accounts; including high-profile quarterly

earnings calls for each client.

Selected to participate in several cross-functional projects involving new product development

from inception to launch and delivery.

Continued…

ERIN SULLIVAN, Page 2 of 2

6 Sevilla Road Andover, MA 01810 Cell: 617-***-**** ************@*****.***

RELEVANT PROFESSIONAL HISTORY…Continued

INC.COM and FASTCOMPANY.COM – Boston, MA 09/1999 to 04/2002

Account Manager, Business Development (02/2000 to 04/2002)

Promoted to manage day-to-day communications and lead operational, technical, and marketing projects for

50+ partners; including ehealthinsurance.com, Salesforce.com, Stamps.com, and Chase.com. Monitored site

traffic / click-through and proactively contacted partners with suggestions for improvements; including design,

content, and better positioning. Project managed design and development of internet based business

solutions with overall goal of increasing top-line revenue and site traffic.

Ensured proper promotion of new partner products and features by creating copy, updating

website, and emailing newsletters.

Business Development Coordinator (09/1999 to 02/2000)

Researched and prioritized potential partnerships and managed the product review process for all new

business development initiatives. Maintained competitive analysis, administered database and all associated

reporting.

Ensured compliance with contract terms and maximum return on company’s investment by

regularly reviewing partner sites.

ADDITIONAL WORK HISTORY

THE SULLIVAN FAMILY Stay-at-home Parent – Austin, TX and Andover, MA 09/2008 to Present

EDUCATION

Bachelor of Arts in English / Communications

CLARK UNIVERSITY – Worcester, MA

TECHNICAL SKILLS

HTML CSS XML JavaScript

MSWord Excel PowerPoint SalesForce.com Goldmine Onyx WebEx

Contact this candidate