Customer Relationship Manager
Resume:
Lauren D’Amico Long
PROFILE
Experienced Customer Relationship Manager professional with over 20 years of industry knowledge and training in a multiplex of Business, Information Systems, Payments, Banking and Finance related fields. Desirable range of applicable skills, knowledge & management experience in the following areas: Customer Relationship Management, Salesforce.com Automation, Information/Application Systems Support, Operations, Auditing, Vendor Management, Legal Contracts Administration, Enterprise Risk Analysis/Implementation/Management, Business Analytics, Client Account Management, Product & Sales Support/Management, Technical/Procedural Writing, Executive Management Reporting. EXPERIENCE
CUSTOMER RELATIONSHIP MANAGER, THE CLEARING HOUSE - WINSTON-SALEM, NC (2014-2022)
• Accommodate/execute all directives from Senior Vice President of Customer Relationship Management & Sales, Business Analytics, Product Management and the Executive Team.
• Management of the CRM Support Team’s 3 direct reports ensuring efficiency, accuracy and successful development/completion of Sales & Product Initiatives; including successful procurement, administration and enforcement of all aspects of the CRM System of record, Salesforce.com.
• Internal & External Client Relationship Support and Account Management for over 300 Financial Institutions and Puerto Rico Cooperatives, including On- Boarding/Off-Boarding, Technical Product Expertise, Issue Diagnosis/Resolution, Vendor Management and Training for all products (EPN, CHIPS, IMAGE, OFAC, UPIC, RTP.)
• Various Analyses (Sales/Revenues/Volumes/Risks), Informative Implementation/Procedural Guidance, Product Presentations, KPI Metrics, KPMG Reporting, Internal & External Audit Preparation, Procedural Instruction & Documentation and Multi-layered Reporting for the Sales, Product, Legal, Audit, Operations, ERM Risk, Client Services, Implementation and Executive Management Teams.
• Generation of Business Case Analyses, Sales Proposals and Executive Summary Documentation for Financial Institutions on The Clearing House’s Core Payment Products (CHIPS, EPN, & IMAGE.)
• Team Budgeting, P&L.Reconciliation, Contract Billing Negotiations (Salesforce.com), System Administration/IT Security for Salesforce and SharePoint Applications.
SYSTEMS AUTOMATION LEAD/CRM, MERZ PHARMACEUTICALS - GREENSBORO, NC (2010-2012)
• Provide Design, Development, and Implementation Support to create a unique CRM Sales Tool for the Pharma Sector.
• Lead the Sales Team initiative to implement/enforce/analyze the usage of Customer Relationship Sales System (Synergistics) to all North American Regional Sales Teams.
• Manage all aspects of System Usage, System Training, Technical Maintenance, Sales Analytics, Business Requirements, Engagement Statistics, Management Presentations, and Executive Reporting. INFORMATION SYSTEMS/EDI/LOGISTICS/PRODUCT BUSINESS SUPPORT ANALYST, VOLVO NORTH AMERICA - GREENSBORO, NC (2003-2010)
• Ensure that all System Product Technical Specifications were correct follow the CAD (Computer Aided Design) graphical drawings for the Engineering team.
• Customer & Technical Support for all US X12 and European ETSI Standards for the Volvo North America EDI (Electronic Data Interchange) Transactional System Network.
• Implementation/Training/Customer & System Support for the Volvo Logistics TMS (Transportation Management System).
• System IT Support for all End User Application Interfaces and Internal Product /Billing Systems for Internal and External Clients of Volvo Trucks North America.
GLOBAL SYSTEMS SUPPORT SPECIALIST/PROGRAMMER TEAM LEAD; IBM GLOBAL SERVICES - (1997 - 2002)
• Lead team through migration to a Graphical User Interface Application and the decommissioning of a Legacy Mainframe Billing System.
• Billing Systems Support and Collaborative Cross System upgrades between the EDI, Software Engineering, Database Engineering, Programming, and Software System Support Teams, including 24/7 Mainframe Support Monitoring.
• Programming Y2K initiative; successful integration of new millennium coding structures. (Coding languages: SQL, JCL, COBOL, HTML.) EDUCATION
University of North Carolina, Greensboro, NC — Bachelors Degree in Information Systems Operations Management / Minor in Accounting, 1994-1997 SKILLS
• Certified Salesforce.com Administrator
• Management of Direct Reports/Project Management and Product Initiatives
• Certified Microsoft Professional (Network and Workstation)
• Payments Industry Knowledge & Experience; The Clearing House’s Payment Products; Electronic Payments Network (EPN), CHIPS, IMAGE, RTP; The Payments Authority; The Federal Reserve’s Payment Products; FedNow, FedWire, ACH.
• Applications: ServiceNow, Archer, Microsoft Nav, Salesforce.com, Synergy, Ariba, SharePoint, SQL SQL, MSMS, (Pivot Tables/Charting, Forms, Access Database Tables etc)
26 NOTTING HILL CT. GREENSBORO, NC 27410 336-***-****
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