Manager Customer Service

JANICE DREW - CONFERENCE AND EVENT MANAGER

Mobile: 917-***-**** Email: **********@*****.***

Innovative Conference. Event and Roadshow Manager with the vision and skill to achieve positive results with professionalism and efficiency. Excels in people management and team development. Possesses strong verbal and written communication skills and an unusually high degree of multitasking ability. Expertise in Process Streamlining, Vendor Management, Team Development, Recruitment, and Coaching / Mentoring.

PROFESSIONAL EXPERIENCE

Barclays Capital, New York, New York Consultant (Staffmark)

Manager, Fixed Income Conferences and Roadshows 2010 – 4/2011

• Created processes and procedures to enable the Fixed Income business to avail itself of the sophisticated, branded marketing efforts of the equity-driven Marketing Team.

• Analyzed Fixed Income business groups’ marketing needs to determine volume of workflow, marketing effort involved and degree of staffing required.

• Worked with Technical Support team to adapt and tailor existing systems to include the unique needs of Fixed Income in the already-established Equity model.

• Arranged meetings with group heads in order to showcase the team’s abilities and value-added.

• Achieved buy-in from business groups to begin utilizing Marketing Team.

• Executed Fixed Income Conferences utilizing existing Equity infrastructure. Developed content for business sessions and individual (one-on-one meetings) between key accounts (investors) and management of Corporate attendees (issuers).

• Working Manager of a team of two coordinators. Together the team orchestrated all aspects of Fixed Income conferences and deal and non-deal roadshows.

• Assigned new projects to team members based on competency as well as overall knowledge of calendar and deal specifics.

• Personally trained new member of team to become a full-service roadshow coordinator.

• Handled all performance appraisals and objective setting. reviewed timesheets, approved vacation requests.

• Executed Fixed Income Roadshows.

NEW YORK LIFE INSURANCE COMPANY, New York, New York

Agent 2008 – 2010

Life and Health-licensed agent focusing on Life Insurance and Long Term Care Insurance.

* Utilize proven sales techniques to locate prospective clients and ascertain their needs in order to assist them in achieving their financial goals.

MERRILL LYNCH & CO., INC., New York, New York 1987 – 2008

Marketing and Communications, Global Markets and Investment Banking

Vice President, Manager 2001 – 2008

Created an integrated Roadshow Services department. Provided economy of scale and leveraged resources. Managed a team of six professionals.

• Created a cohesive, collaborative team that provided seamless customer service across business groups (investment banking, equity and fixed income capital markets). Obtained high performance levels while maintaining a congenial and inclusive work environment.

• Directed all activities for Institutional Roadshow Department for equity and debt offerings and non-deals. Interfaced directly with client senior management to provide a gold standard marketing experience offering maximum exposure to investors. Interacted with Merrill Lynch senior management on a daily basis.

• Planned and executed Investor Conferences, Bank Loan Meetings, Investor Days, closing events and dinners. Includes one-on-one meeting scheduling and account prioritization, site selection, contract negotiations, room blocks, food and beverage, registration and air/ground transportation.

• Conducted all personnel matters including recruitment, on- and off-boarding, mentoring, training, coaching, performance reviews and compensation.

• Managed vendors. Established processes and procedures around vendor management in order to mitigate monetary risk exposure and form long-term relationships for the firm with favorable contract rates for group functions, transportation and lodging.

• Directed Preferred Hotel Program Committee and Ground Transportation RFP.

• Developed approval procedures for roadshows including budget, revenue and client reimbursement.

• Authored internal communications, documents and manuals related to policy and procedure.

• Established systems and procedures for payment, reporting and reconciliation of all expenses resulting in greater expense control. Created firm-wide electronic billing standards for ground transportation vendors.

• Partnered with Office of General Counsel to ensure compliance with SEC rulings and internal policies concerning expenditures on behalf of institutional clients and government officials.

• Defined the business requirements and priorities for proprietary Roadshow software. Partnered closely with the design team from GMI Client Technology to manage ongoing enhancements. Responsible for user acceptance testing and quality assurance checkout and sign-off for each of the software's global releases.

Assistant Vice President 1995 – 2000

Corporate and Institutional Client Group

• Orchestrated all aspects of Institutional roadshows including IPOs, Convertibles, Add-ons, Investment Grade, High Yield, Private Placement, Bank Loan Syndicate, Asset Backed and International Emerging Markets. Roadshows involve large and small-scale functions in 15-20 cities worldwide, offering presentations to as many as 200 investors.

• Arranged jet aircraft charters, limousine bookings, hotel contract negotiations, site inspection of prospective meeting space, menu selection, audio visual arrangements, commercial airline reservations, room block management, sleeping accommodations, preparation and revision of schedules.

• Prepared budget estimates for use by management of client companies in ascertaining roadshow expenses prior to execution as well as post-roadshow expense analysis.

Associate 1987 – 1995

Investment Banking Division, High Yield Sales and Trading

• Planned and coordinated High Yield new issue roadshows.

• Acquired and maintained Library of financial documents for over 600 issuers actively traded by High Yield trading desk.

• Assisted in planning and participated in annual Merrill Lynch High Yield Conferences; Coordinated speakers and materials for seminars held in Tokyo.

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