Project Coordinator / Project Manager

Christine McArthur

****.*@***.***

Customer Satisfaction Management Damage Prevention & Recovery Expert

Sales Executive Team and Project Lead Sales Team Support

. 15+ years' experience in customer satisfaction management and sales

team support through collaborative problem-solving based on client

needs assessment and successful resolution of escalated issues.

. Results shown with significant increase in client retention and/or

revenue growth on managed projects.

. Outstanding ability to successfully interact with internal

stakeholders and customers to achieve collaborative solution to

complicated issues.

. Proven track record in developing and implementing strategies to meet

business goals within established timelines, while building rapport,

and providing reporting to a geographically diverse virtual teams,

approaching projects both tactically and strategically.

. Superior presentation skills, excellent verbal and written audience-

oriented communication skills for technical, non-technical, end-user,

and executive audiences.

. Ability to support sales team goals and allow them to concentrate on

revenue and customer-base growth by taking care of back end office

administration tasks and coordinating complex projects.

. Talent for developing successful approaches to existing processes.

. Trained and skilled in handling sensitive and confidential

information.

Professional Experience

Consultant, Blue Swan HR Consulting 2014 - Present

Cigno E Gallo LLC, Alameda

. Successfully prepared Human Resources audit in anticipation of a multi-

billion dollar merger.

. Organized sensitive and confidential documents, investigated records

status for numerous physical client sites on various documentation

systems

. Liaised between Human Resources department and employees, and brought

client into compliance with SEC regulations.

Migration Program Manager, Asset / Banking Project Management 2012 -

2014

Thomson Reuters, San Francisco

. Recruited to drive team effort in recovering customer confidence on

major sales projects by delivering consistent communications and

training, providing outstanding reporting to company and client

management, clearing outstanding issues, and anticipating client

requirements.

. Achieved full retention of client business and increased potential

revenue by satisfying customer needs.

. Improved strategic relationship management by increasing client

retention and preventing threatened cancellation of product line.

. Increased customer satisfaction by effectively managing

communications, conflicts, identifying operational issues, and

recommending - implementing strategies to resolve problems.

. Developed documentation and reports for specifically created team,

achieving a significant reduction in administrative work for sale

teams, as well as increasing efficiencies and client satisfaction.

. Enhanced team ability to meet growing client base needs through

delivering internal training, and organizing meetings focused on

differing products, processes, and customer markets.

. Provided on-going, detailed status reports to client management teams.

Led meetings to improve communications and expectations, and provided

analysis of client needs to sales. Provided specialized testing

products prior to client purchase.

Order Specialist / Contractor, Investment Management and Migrations 2011 -

2012

Rose International (for Thomson Reuters,) San Francisco

. Coordinated internal orders for mass product upgrades. Demonstrated

skill in servicing new product / client businesses, such as Asset

Management and Investment Management.

. Recruited for new international team focused on high volume order

processing and project management.

. Improved order processing and increased client confidence by assuming

role of program manager in cases where direct client contact needed

for effective service. Actions led directly to creation of new

project team in 2013.

Sales Order Specialist, National Team Lead 2008 - 2010

Thomson Reuters, San Francisco

. Managed order processing on large scale product replacement projects.

Supported national team of 25 staff in learning new order systems,

providing point of communication for team members, increasing

efficiency. Assisted management in developing better forecasting and

reporting methods.

. Tested & supported release of new internal order placement system.

Reduced learning curve for team members by coordinating training on

new order system.

. Migrated U.S., European, and Asian accounts to new platforms /

products successfully by utilizing internal systems, departments,

direct interaction with clients, and managing 7 large scale client

product upgrades (200+ end users per project).

. Increased client satisfaction and grew revenue by developing client

relationships, problem solving, managing projects, organizing key

client accounts in database, securing contract renewals, and

simplifying client order process.

Additional Experience

Sales Executive, Large Volume Accounts, U.S. and Canada

Reuters LLC, San Francisco

. Recovered revenue and focused on special projects. Managed sales

administrative and client support services for three sales teams.

Chosen to act as interim National Sales Executive Manager. Accepted

special projects for large client migrations. Managed account

activities, client inquiries, order placement, and complex problem

troubleshooting.

Internal Relationship Manager

Bridge Information Systems, San Francisco

. Created new position managing sales account activities, successfully

completing special projects. Tracked $30K to $60K monthly, supported

client account management for large regional / national accounts,

recovered misapplied revenue, identified potential unrecognized

revenue.

Education

. BA, History, California State University, Hayward, CA

. Coursework completed, Military Management and History, University of

California, Berkeley, CA

. Coursework completed, Anthropology, Museum Studies, Criminal

Investigation, Forensic Psychology, and Art (Personal and Professional

Development), Peralta College System, Oakland, CA

Technical Skills

. Microsoft Office Suite: Word, Excel, PowerPoint, Outlook

. Various Systems: CRM/Siebel, Sharepoint

Personal Achievements

. Author: Two novels, three novellas, and an omnibus compilation of

work.

. Artist: Art-based collector's card set, various pieces in multi-media,

display of works at various crafts, theme, and historical conventions.

. Lecturer: Twenty years of public lectures on history, art, writing,

and personal subjects.

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