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Summary

Highly dedicated Customer Service Professional with 10+ years experience in the Finance Industry. Focusing on Product Support and Business Operations. Committed to putting the client first by providing advice and guidance that is more effective, efficient and compliant. Consistently providing top quality results in a face paced work environment. 

Work experience

Jan 2016Present

Senior Onboarding Specialist

Intercontinental Exchange, ICE Data Services - Operations
  • Understanding and managing client expectations effectively by providing  a play by play throughout onboarding process. 
  • Actively engage while monitoring test progress, applying expert knowledge to meet client requirements. 
  • Working alongside internal stakeholders to ensure a seamless customer experience, successfully converting 98% of all trials to production.
  • Create training documentation, procedures and presentations regarding client delivery to ensure accurate workflow related to internal organization processes.
June 2015Oct.  2018

Market Data Consultant

Intercontinental Exchange, ICE Data Services - Data Governance
  • Key stakeholder for all exchange / vendor accounts located within North America and EMEA regions within Pricing & Reference Data division. 
  • Established and designed team workflow and processes. 
  • Managed and execute vendor related processes, policies and reporting rules through onboarding process, including contracting, approvals, and invoicing. 
  • Provided consultancy services to internal stakeholders related to Exchange data and client licensing requirements. 
  • Evaluate internal controls, communications and risk assessments, ensuring no data leakage or revenue loss. Collaborating with Risk Management teams providing data analysis, tracking and reporting. 
  • Stabilized 3rd Party periodic reporting to major industry suppliers, creating new templates which are now used universally throughout the company. 
Jan. 2010Dec. 2015

Lead Product Support Specialist - Level III

Interactive Data, Client Services - PRD
  • Specialized in top-level customer support within all aspects including client connectivity and troubleshooting. 
  • Proactively reported found issues within product, alerting clients in a timely manner and keeping clients well informed.
  • Implemented standardized training materials. 
  • Researched and resolved client billing and invoicing inquiries.

 

Education

20052007

Business Management

Colorado Technical University,
19992001

Liberal Arts & Sciences

Middlesex Community College


Additional Skills & Accomplishments:

Nominated and Awarded Client Rep. of the Quarter in 2010 and 2015.

Handpicked by management to participate in "Career Pathing" group to develop employee career paths and ladders within the company.  Outlined job descriptions and criteria, surveyed employees, and implemented employee banding levels.

Attend sales conferences, presenting client demonstrations and speaking to large groups.

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Skills

Communication Skills
Effective Research
Problem Solving
Business Process Improvement
Leadership