Manager Sales Representative
Resume:
New Jersey
*.*******@******.***
PROFILE
Accomplished Chief Operating Officer with 25 years of experience developing, implementing, and managing strategies to advance the vision, drive revenue, streamline operations and optimize profitability. Extensive international, cross-functional and P&L management experience. Established ability to drive key strategic initiatives within intensely competitive industries and during periods of extreme volatility. Highly credible collaborator, agile problem-solver and lifelong learner with exceptional communication abilities.
EXPERIENCE
Global Implementation Head & Product Manager, SSEOMS 2017 – December 2019
Financial Products Division, Sell Side Cross-Asset Trading Technology (300 colleagues, 200 clients, 1600 users)
·Architected and implemented a technology infrastructure which allowed for the firm’s first-ever local exchange connectivity. This created the ability for the sales force to sell in the APAC region. Results included tripling the user base in Hong Kong and signing Tier 1 clients in Europe.
·Led the MiFID II sell-side work streams for Best Execution and Effective Systems and Controls and provided guidance as a subject matter expert in architecture design.
·Created and implemented technical level 2 escalation support model globally, which lowered major incident resolution time from 5 hours to an average of 15 minutes.
·Owned, through resolution, escalated client issues, including postmortem process and client communication. Coordinated across product, businesses and customers to ensure accurate and appropriate communications during problems. Executed remediation plan to avoid recurrence.
·Created a defined communication process with clearly assigned responsibilities for both internal and external communication during outages.
Client Experience Manager, COO Team of Trading Solutions Platform 2015 – 2017
Financial Products Division, Cross-Asset Trading Technology (600 colleagues, 1200 clients, 30K users)
·Served as Senior Client Service manager for key clients and escalated incidents
·Owned, through resolution, escalated client issues, including postmortem process and client communication. Coordinated across product, businesses and customers to ensure accurate and appropriate communications during problems. Ensured remediation plan was executed to avoid issuing occurrence.
·Created a defined communication process with clearly assigned responsibilities for both internal and external communication during outages.
·Managed and coordinated multi-team RFP process and completions.
·Facilitated and oversaw more than 150 client events globally.
Chief Operating Officer, Asset and Investment Manager, APAC 2011 – 2015
Financial Products Division, Buy Side Cross-Asset Trading Technology (300 colleagues, 700 clients, 13K users)
·Responsible for region’s day-to-day management, P&L, contracts & legal initiatives, compliance, HR & talent management, and financial, resource and technology planning and reporting.
·Built upon AIM Awareness initiative, earning industry accolades including the 2013 Waters Awards for Best Front Office and Best Portfolio Management Solution and the 2014 Waters Awards for Best Buy-Side OMS and Best Portfolio Management Solution.
·Owned, through resolution, operational issues related to Contracts, Accounting, New Order process, Credits, Escalated Client issues, RFPs and RFO process. Created a tracking, measurement and mitigation program to reduce the 1200+ annual client issues by more than 50%.
·Coordinated and chaired postmortem meetings following major incidents; issue verbal and written postmortem reports to clients; ensure postmortem actions were completed in a timely manner.
·Created and implemented the new deal review process to identify problematic proposals.
Chief Client Experience Owner, Asset and Investment Manager 2005 – 2011
Financial Products Division, Buy Side Cross-Asset Trading Technology (300 colleagues, 700 clients, 13K users)
·Increased product usage by more than 30% YoY through AIM Awareness campaign. Partnered with Account Management and Marketing to develop User Conferences, Product Town Halls, developing and co-coordinating user campaigns highlighting new AIM functions, creating methodologies to track and measure success and impact of all efforts.
·Owned, through resolution, operational issues related to Contracts, Accounting, SOR process, Credits, Escalated Client issues, RFPs and RFO process.
·Defined standards for escalation processes, including automated notification mechanism, for internal and external communication during technology outages.
·Increased the number of requests to participate in the prospect RFP process by 40% through the creation and implementation of a Consultant Training Program. Certified more than 100 consultants globally.
·Centralized and automated the RFP process by selecting and implementing Qvidian technology. Established a ‘single source of truth’ for more than 13,000 questions and response pairs. Drove completion of 70+ RFPs annually,while reducing completion time from 60+ hours to less than 30.
·Helped deliver $5.1M in new revenue, increased RFP closing ratio from 30% to 47%, and signing blue-chip accounts such as Manulife, the United Nations and Lazard Asset Management.
Sales Representative, Core Terminals 2002 – 2005
·Prepared sales presentations, materials, and sales contracts.
·Developed and maintained relationships with prospects.
·Exceeded individual sales target of $1M by 50%.
Client Operations Manager 1997 – 2002
·Interfaced with premium client (Merrill Lynch) C-Suite, coordinating Bloomberg resources to address concerns and objections on company wide issues.
·Owned escalated issues through resolution to deliver win-win solutions.
Instinet
Client Services Team 1993 – 1997
·Created and implemented an escalated customer support process.
·Coordinated and ran technical discussions with customers on hardware and software workflow design
·Specialized in reviewing client architecture design and recommending optimization opportunities
·Coordinated and managed resources to meet project deadlines
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