Management Manager

CLAIRE RUREMESHA

**C Charles River Road ~ Waltham, Massachusetts 02453

781-***-**** **********@*****.***

QUALIFICATIONS SUMMARY

Analytical, results-oriented Manager with extensive experience in driving

relationship management, issue resolution, and client satisfaction

initiatives for corporate governance and technology solutions programs.

Excellent communication skills; adept at communicating across functional

groups, coordinating complex business initiatives in emerging and

established product categories. Proficient in MS Office, SQL(basic),

REUTERS Plus, FAME 4GL (proprietary scripting language), FAME Populator (an

excel-add in), Proxy Exchange, and CRM Database (Sales Force).

( Project Management ( Strategic Planning ( Change

Management

( Team Building ( Leadership ( Corporate Governance

( Client Services ( Business Analysis ( Business

Development

PROFESSIONAL EXPERIENCE

ISS a division of RISKMETRICS GROUP (now part of MSCI), New York, New York

December 2004 - January 2010

A leader in risk management, corporate governance and financial research &

analysis. Institutional Shareholder Services(ISS - RiskMetrics Corporate

Governance Services) is the world's leading provider of proxy voting and

corporate governance solutions for Institutional Investors, Pension Funds,

Custody Banks and Corporate Issuers.

Team Lead, Strategic Account Management, Boston, MA (2007- 2010)

. Spearheaded and established a Corporate Governance Account Management

Team within the New England Region, managing Account Managers for

strategic accounts with revenue over $7.5MM and accounting for 20% of the

company's governance solutions revenue.

. Served a client base worth $2MM in revenue and attained a client

retention rate of 91%.

. Managed client education, problem resolution; identified up sell

opportunities and led high level client meetings and presentations to

senior management.

. Collaborated with the director, team, and HR in recruiting, training and

mentoring account managers.

Client Relations Executive, New York, NY (2004-2007)

. Led, developed, and mentored 4 governance account managers, serving 25-30

clients (representing $8MM in revenue) and attaining a 92% client

retention rate.

. Identified future Account Managers and created training manuals; provided

training for new governance account managers, team leaders and clients.

. Advocated for clients, ensuring that Risk Metrics understood client needs

and provided services to enable clients to meet fiduciary

responsibilities.

. Identified up sell opportunities and collaborated with the sales team to

execute opportunities.

. Created Client Relationship Management Plans to facilitate active client

involvement by setting mutually agreed upon goals with clients on an

ongoing basis.

. Led weekly team meetings, facilitating dialogue between team members and

sharing client servicing issues, solutions, and ideas.

. Contributed ideas, initiatives, and lessons learned at global account

management meetings.

FAME INFORMATION SERVICES, New York, New York May 2000 - December 2004

A part of SunGard Data Management Solutions is a leader in database

integration & data warehousing for time-series data management solutions

for financial quantitative, risk management, and research analysis.

Senior Data Specialist (2002-2004)

. Managed relationships with traders, investment bankers, and money

managers, representing $3MM in revenue; performed client education for

upcoming changes and enhancements to FAME's data products, including

conducting site visits and training.

. Liaised between FAME and clients, ensuring that FAME comprehended

clients' data needs; initiated and maintained proactive communication

with clients, ensuring continuous client satisfaction.

. Resolved client data issues quickly and managed special requests,

increasing client satisfaction by 90% and ensuring high product quality.

CLAIRE RUREMESHA Page Two

PROFESSIONAL EXPERIENCE

(Continued)

. Coordinated, managed, and built training procedures and guidelines for

new data support specialists and clients; evaluated and supplied ideas

for Data Reference Manual updates.

FAME INFORMATION SERVICES, Continued

Data Support Specialist (2001-2002)

. Investigated and analyzed client requests, data enhancements, service

requirements & deficiencies, providing more quality driven services and

products.

. Followed up on client queries and simulated them into projects to

identify further data discrepancies and rectify issues to maintain clean

databases; created, developed, and managed special ongoing projects for

major clients.

. Integrated detailed solutions for client queries into a database,

facilitating faster solutions to recurring/related data queries or

application issues.

Product Support Engineer (2000-2001)

. Established a formal client relations support team, managing the data

hotline for e-mail and call- tracking, attaining a 95% client

satisfaction rating for timely responses and solutions.

. Increased logs of client data queries and application issues by 600% in

the first 2 months to eliminate client frustrations, ensuring

acknowledgement and resolution of issues in a timely manner.

. Built a systematic structure for resolving data client issues/inquiries

using MSCI indices, S&P indices, FTID pricing, Global pricing, DRI-Global

Insight, First Call estimates, I/B/E/S estimates, Compustat, Worldscope,

Reuters Datascope, OINDEX, RUSSELL and CMDY.

TARGET INFORMATION SYSTEMS, Rwanda January 1997-August 1999

A start-up technology firm specializing in computer hardware and software

applications for businesses and government institutions, enhancing

information access, storage, retrieval, and interaction.

Strategic Account Manager

. Managed 20 strategic/key accounts, initiating and maintaining proactive

communication with new and existing clients to ensure continuous client

satisfaction and retention.

. Represented the company at trade shows; introduced and demonstrated

existing and new products.

. Directed orientation courses and training seminars for new technology

implementations, facilitating change management within organizations and

transitions from manual storage/retrieval to automation.

. Performed preliminary market research and analysis of client requests and

requirements, ensuring new product development met clients' long-term

projected needs.

Additional experience as a Public Relations Officer at Tembo International

(U), LTD in Uganda, and as a Volunteer Assistant to the Administration

Officer for the Coordinating Committee for International Volunteer Services

(CCIVS)-United Nations Educational, Scientific and Cultural Organization in

France

EDUCATION

HARVARD UNIVERSITY EXTENSION SCHOOL, Cambridge, Massachusetts

Master in Management, Expected: 2012

METROPOLITAN COLLEGE OF NEW YORK, New York, New York

Bachelor of Business Administration/Management, 2004

HITECH COMPUTER INSTITUTE, Kampala, Uganda

Diploma in Computer Science, 1994

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