Manager Customer

Heather LoPresti, MBA

Valhalla, NY • 914-***-**** • *********@*******.***

Client Success/ Delivery Management

Organizational Integration and Alignment ■ Continuous Improvement ■ Staff Development Unique Value Proposition:

Results-driven and resourceful leader who continually evaluates operational efficiencies and implements practical technology-driven solutions to increase shareholder value, optimize customer experience and drive sustainable competitive advantage. Influential communicator and relationship-builder, with finesse in creating performance- focused teams and cultivating productive, mutually beneficial customer connections. Catalyst in breaking down internal silos and opening up lines of communication across departments to enhance collaboration. Advanced level of understanding of Financial Management, enabling ongoing profitability and operational cost effectiveness. Pivotal Skills:

Global Client Support Operations Onboarding / Customer Training Relationship Management Large-Scale Project Management Customer Engagement Management Negotiation / Influencing P&L / Forecasting / Budgeting Process / Quality Improvement Team Leadership / Performance Continual Service Improvement SaaS Driven Implementations SalesForce.com Implementation Data-Driven Decision Making Cross-Organizational Collaboration Technical Competence Professional Experience and Business Impact

INTERCONTINENTAL EXCHANGE (NYSE: ICE) / INTERACTIVE DATA 1994-Dec. 2016

$3B+ business and finance company that operates 23 regulated exchanges and marketplaces. Recruited in 1994 to Standard & Poor’s ComStock, a division of McGraw Hill which was acquired by Interactive Data in 2003. Subsequently, the company became Private and was purchased by 2 Private Equity firms in 2010, and was ultimately acquired by ICE in 2015.

Director – RTS Global Delivery, White Plains, NY (2014-Dec. 2016) Senior Manager – RTS US Delivery, White Plains, NY (2011-2013) Senior Manager – Account Relations (2010-2011)

Manager – Account Relations (2005-2010)

Client Relations Manager – Asia (2001-2005)

International Exchange Representative (1997-2001)

Technical Support Representative (1995-1997)

Message Center Representative (1994-1995)

Overview:

• Rapid progression through increasingly responsible roles, ranging from frontline service to senior management; navigating diverse business environments and multiple acquisitions that resulted in continual shifts in organizational structure.

• Demonstrated considerable skill in stakeholder relationship building and strength in maintaining a synergistic work environment to inspire staff and optimize team morale throughout major transformational changes.

• Drove all aspects of Global Delivery Excellence, including process and methodology improvements. Created the necessary feedback loops and leveraged input from customers and internal initiative owners to ensure services were delivered within scope, schedule and budgets – for maximum business and end-customer value.

• Worked collaboratively and partnered with Sales, Technology, Finance, HR, Compliance and other core areas. Provided leadership and direction to teams of up to 22 individuals, managed budgets of up to $3.5M and actively monitored KPIs to ensure revenue, utilization and performance goals were accomplished.

• Gained extensive international experience across AsiaPac and EMEA regions. Unique exposure provided global literacy and cultural sensitivity to position companies for success in complex and dynamic global markets. Heather LoPresti – Page 2

Summary of Recent Achievements and Areas of Influence Optimized Organizational Effectiveness:

• Integrated multiple teams to create one cohesive Global organization, resulting in a $600K reduction in annual operating expenses. In addition, developed disciplined policies, programs, initiatives and best practices, including: (a.) Implementation of a new management structure to develop and retain key talent; (b.) Establishment of monthly reporting metrics to increase visibility of critical data for more cohesive operations management; (c.) Creation of a cross-training program to ensure workflow standardization and consistency. Served as a Strategic Business Asset:

• Developed and implemented robust supporting processes to enhance efficiency across the organization. Highlights: (a.) Led an outsourcing project to leverage used US equipment that delivered $480K in annualized savings; (b.) Established a Global Efficiency Plan that generated $820K in annual savings; (c.) As the designated leader for the NextGen Business Systems workstream, developed and executed a framework for a globally consistent process for delivery of NextGen products. This included assembling a cross-functional group aligned with core business systems: Entitlements, Billing and Global CRM. Enhanced Employee Engagement:

• Developed and directed a top-caliber, committed team that consistently performed at high levels and served as both a client and enterprise-wide project management resource for various initiatives. Created and promoted a positive work environment that supported corporate strategy and operational agility; worked alongside key leaders to engage them in the decision-making process and win buy-in for organizational changes. Inspirational leadership style garnered the support of employees and fostered a work environment that embraced Professionalism, Efficiency and a Customer-Centric mindset. Achieved Service Delivery Excellence:

• Managed the entire customer relationship lifecycle, including onboarding, support, engagement and expansion. Applied a holistic approach to improve customer experience; demonstrated particular strength in integrating processes and quality procedures with internal and external resources on a global basis. Personalized and responsive delivery model resulted in higher customer loyalty and stronger brand reputation, lower service costs and increased revenue streams.

Improved Organizational Productivity:

• Collaborated with other senior managers across the business to progressively improve and streamline processes and enhance cross-organizational communication and synergy. Highlights: (a.) Created a new team position to resolve ongoing client issues with invoices and reconciliations, which directly reduced A/R over 90 days from 34% to 15%; (b.) Developed technical training manuals, comprehensive documentation, Delivery Certification process and SharePoint sites; (c.) Managed a 50% increase in orders while maintaining existing resources; (d.) Led multiple systems automation, integration and implementation projects. Education

Master of Business Administration, Finance & International Business, IONA College, New Rochelle, NY Bachelor of Business Administration, Business Administration; Minor: Finance, IONA College, New Rochelle, NY Green Belt Six Sigma, Villanova University

Master Certificate Six Sigma, Villanova University, Expected completion December 2017 Additional

Winner of multiple Awards in recognition of Outstanding Performance Community involvement includes serving as a Board Member for numerous local organizations including the PTA

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