Customer Service Delivery

Louis T. Sepe

** ********** *****

Sewell, NJ ***80

(Mobile) 917-***-****

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

Results driven and high performing Information Technology and Business Management executive in the Market Data

industry with in-depth experience building, project managing and delivering technical, professional and managed care

services. Demonstrated strong customer service focus, driving higher customer satisfaction and profit growth. Successful

in building synergy between multi-functional organizations, partners, vendors and customers to support strategic objectives

across complex global environments.

Areas of Expertise

Transition Management

Program Management

Project Management

Customer Success

Risk Management

Change Management

Vendor Management

Incident Management

Enterprise Integration

Managed Services

Service Delivery

Process Improvement

Relationship Management

Market Data/ and IT Operations

Performance Management

Work History

Refinitiv, New York, NY Oct 2017 – Present

Service Manager, Americas

Responsibilities:

-Implementation and delivery of new proposition and operational projects for flagship clients

-Establish and implement global key performance indicator standards (KPIs).

-Ensure that all changes to the customers environment are fully assessed to mitigate any risk and communicated in advance

-Oversee the management of 3rd party suppliers ensuring they are delivering to the contractual Service Level Agreements

-Develop and maintain a trusted working relationship with key customer contacts to provide a consistent point of contact throughout their engagement from pre-sales, onboarding and production implementation

-Work with potential new clients in the pre-sales stage to help them develop an insight into the service experience they will have as a managed service customer

-Support efforts to improve operational stability in a proactive manner; partner with customers, service owners, service desk and technical stakeholders to continually improve the predictability of service and enhance service offerings

-Manage the operating rhythm with clients to suit their business including change planning and approval, service review, capacity planning, and proactive service enhancements

-Service management, communicating internally and external to customers and senior stakeholders, updating

through the various LME channels ensuring ITIL principles of service assurance and customer service were

maintained

-Identifying deficiencies and initiating corrective action and continual service improvements to maintain and

improve service over time.

-Provide effective risk management and change control process, limiting delays and scope creep during system migrations

Thomson Reuters, New York, NY July 2011 -Oct 2017

Regional Manager, Americas

Responsibilities:

-Managed a group of global technical and business units to architect, implement, service and maintain solutions for an international client base

-Project Managed multiple data center migration, including hardware/software refresh on a global scale

-Direct Support Activities for TSG Enterprise Products for US and Canada Customers

-Managed and maintained relationship with vendors and third-party contractors

-Managed a group of Third Level Technical Specialists in multiple location, providing expertise level Thomson Reuters product knowledge and support

Established a remote software installation pilot which minimized on site disruptions and decrease installation times

-Project Managed the technical onboarding activities for large scale Thomson Reuters system upgrades/migrations maintaining project scope, budget and timelines

-Developed “Smart Hands” methodology for third party partners resulting in enhance customer satisfaction

-Created and applied global service level standards, resulting in a 25% increase in client restoration figures

-Established a Preventative Maintenance Program, saving $1 million dollars in System maintenance and repair costs

-Developed and managed Business Continuity Plans

-Redefined processes and procedures, restructure teams and hire staff to meet departmental and corporate standards

-Participated in internal and customer pre/post sales meetings

-Identified and managed risk assessment associated with the project implementation phase to insure success

-Enhanced client satisfaction, increasing measurements 33% over a 12 month period

-Decreased Service Restoration times by 25% over a 12 month period

-Developed partnerships with Global Support Organizations and Regional Strategic clients

-Championed standardization and “best practice” improvements to internal support processes globally

-Responsible for Regional Third Party performance, cost containment and reporting

Thomson Reuters/Reuters, New York, NY Oct 2001 - July 2011

Director, Solution Services, America’s

Responsibilities:

-Managed international team of UNIX System Integrators covering South America, Canada and the United States providing market data trading systems and solutions

-Project Managed professional service offerings, including product definition, revenue forecasting, resource demands and skill set development

-Project Managed a multi-million transition for a next generation global infrastructure

-Lead cross functional teams of System Architects, Support Services, Client On-Boarding Specialists and 3rd party Vendors

-Partnered with multiple account teams, increasing new sales, retaining existing business and identifying new business opportunities

-Conducted technical presentations to assist in the selling of products and service valuing over 2M annually

-Project Managed large scale global customer implementation projects and system maintenance/upgrade activities

-Monitored Revenue targets to exceed Thomson Reuters goal expectations

-Participated in pre-sales customer and internal meetings

-Provided proposals and/or Statement of Work in support of Solution Sales Team

-Develop valued added solution based product offerings

Bridge Information Systems/Reuters America’s, New York, NY Oct 1996 - Oct 2001

Director, America’s Technical Support

Responsibilities:

-Manage 108 Field Service Engineers across the USA, Canada and Mexico

-Direct client implementations and Break Fix technical activities

-Managed 24x7 Engineering Help Desk and second level support teams

-Established a remote software installation process minimizing client on-site disruptions and decrease installation times

-Maintain day to day operations of Market Data Systems and various trading applications

-Assist in Pre-Sales Technical Client facing meetings

-Collaborate with the internal Account Teams to develop cost analysis and customer implementation plans for large scale system upgrade and implementation

-Provide training, guidance, and direction on various market data platforms to ensure project completion

Education:

Bachelor of Arts – Business Administration, St. John’s University

Michigan Business School – Executive Management Program

Professional Development:

Thomson Reuters – Advanced Management Program

Learning Tree Academy – UNIX Administration Certification

.

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