Manager Customer Service

KEITH MARDENBOROUGH

**** ** ****** ****** #*** • Bronx, New York 10475 • 646-***-**** •

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MARKET DATA MANAGER

Strategic leader in global product and service enterprises, drafting and driving initiatives for exceptional team

engagement, profits, and savings.

• Demonstrate expertise in business development, operations direction, process improvement, policy and

procedure development, system management, program and project management, sales and marketing,

account management, fiscal oversight, and customer satisfaction.

• Specialize in financial sector with performance of market data services involving oversight of electronic

pricing data to more than 180 global distributors, including OTC and broker-contributed content.

• Orchestrate cross-functional and external entities to achievement of enterprise targets.

• Excel in challenging environments with time-sensitive, multi-tiered agendas.

• Identify and optimize opportunities to increase personal value to organizations.

KEY COMPETENCIES

Corporate Leadership & Support • Strategic Planning • Business Development • World-Class Operations

Revenue Generation & Savings • Data Analysis • Budget Control • Compliance • Reporting • Customer

Retention

Product Launches • Performance Management • Contract & Vendor Management • Due Diligence •

Rightsizing

Corporate Relations • Executive Presentations • Negotiations • Streamlining • Decision Making • Problem

Solving

PROFESSIONAL EXPERIENCE

CHICAGO MERCANTILE EXCHANGE GROUP, INC., New York, New York • 2001 – 2009

World’s largest and most diverse financial exchange.

Manager of Information Products

Realized outstanding management via expeditious adaptation to leadership changes involving 4 direct reports

in 8 years. Collaborated with Senior Vice President of Market Data Services, managed market data contract

process, administered exchange agreements associated with data entitlement, and performed special projects.

Acted as liaison to market data vendors and other Exchanges. Coordinated with vendors for ensured traction

in roll-out of exchange trade product. Partnered with vendors’ Operations and Sales Departments on customer

inquiries, as well as policy and procedure changes. Collected monthly reports from vendors and maintained

and updated Vendor Reporting System. Collaborated with third-party Auditor of vendors to prevent loss and

resolve reporting discrepancies. Addressed market data related issues, including processing and invoice

accuracy, with Accounts Receivable.

• Drafted manual for market data policies and procedures.

• Eliminated administrative position, assumed position duties, and maintained quality of service, resulting

in annual savings of $45K.

• Oversaw due diligence and integration project during merger between company and acquiring entity.

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KEITH MARDENBOROUGH • ****************@*****.*** • Page 2

FAO SCHWARZ, New York, New York • 1999 – 2000

Upscale specialty toy retailer.

Executive Assistant & Donation Manager

Supported Vice President-General Manager in wide-ranging activities, including facility design, charitable

contributions program administration, corporate meeting and special event planning and coordination, and

customer and media relations. Maintained corporate calendar. Analyzed monthly and quarterly commissions

for personal shoppers and prepared spreadsheet. Investigated and resolved customer complaints and injury

claims elevated to Vice Presidential level.

• Established manual of policies and procedures.

• Coordinated annual Store Managers Meeting.

• Designed and facilitated implementation of flagship store signage through engagement with Corporate

Visual Merchandising Department.

WARNER BROTHERS ENTERTAINMENT, INC. New York, New York • 1992 – 1998

Leading global producer of film and television entertainment.

Assistant to East Coast Regional Director, Warner Brothers Worldwide Retail

Acted as liaison to 42 East Coast stores and corporate offices in California on behalf of Regional Director in

field during 80% of tenure, and oversaw office in his absence. Managed wide-ranging operational issues

pertinent to Human Resources, Sales, and Customer Service. Prepared monthly expense reports and analyzed

year-to-date sales against goals by region and individual stores. Organized in-store events attended by

renowned cartoonists and designers. Orchestrated quarterly meetings attended by senior executives, District

Managers, and East Coast Store Managers through budget control, selection and negotiation of sites, and

analysis and approval of participant expenditures. Planned and directed annual corporate-wide meeting in

support of meeting Coordinator with assistance in event and location administration.

• Created incentive-based recognition programs.

EDUCATION

B.A., Accounting

Bernard Baruch College, New York, New York

TECHNICAL SKILLS

Microsoft Office

PeopleSoft

PowerPoint

PARS

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