Amy Heffernan Email and Phone Number

• Excels in managing in over 55 accounts for large clients including Louis Vuitton, Burberry, Sephora, Nordstrom, Ford Motors and Owens Corning• Acts as single point of contact for all client needs including order requests, repair issues, custom reporting and billing inquiries for all telecommunications services• Consistently receives a score of 10 for Net Promoter, measuring client satisfaction• Creates, manages and tracks multiple large projects simultaneously, conducting regular calls with clients and stakeholders to ensure timely completion• Increase sales and grow accounts by utilizing extensive knowledge to introduce new products and services best fit the client's telecommunication needs• As senior member of the team, trains new team members and keeps peers updated on new processes

▪ Used excellent communication skills to proactively and quickly respond to incoming calls from shareholders at global market leading stock transfer agent▪ Actively listened, identifying each unique situation, employing empathy and adjusting tone to ensure satisfaction for each shareholder ▪ Asked probing questions to better understand shareholder concerns and appropriately address requests and issues▪ Multitasked with immediacy to update account information, conduct sales, assist in website navigation and explain procedures in order to ensure “one call resolution”▪ Guaranteed highest level of security and confidentially when speaking with variety of callers - shareholders, brokers, and third parties

▪ Managed staff of 15; ensuring the highest quality standards and practices; Coordinated and facilitated store meetings, employee training and ongoing development▪ May 2012 - Broke record for highest store sales since opening in 1996▪ Increased store profit and sales by streamlining products, creating and implementing new policies to ensure consistency in product quality ▪ Accountable for ordering all products on a daily/weekly basis; produced daily sales & progress reports; controlled expenses by balancing budget with changing inventory and product needs

▪ Supported Vice President of Client Services at international trademark research firm▪ Created monthly department status reports on revenue, sales and productivity to present to CEO and Executive Committee▪ Worked with finance, marketing, and product management departments to gain knowledge of business issues in order to better provide support and coordinate appropriate responses to issues and to track trends and forecast sales

▪ Acted as member of creative team to implement and maintain Mascot online product for colleges/universities as well as managed staff of 6 student interns▪ Coordinated and facilitated campus trainings to familiarize students and faculty with the Mascot service▪ Created strategies to increase usage and adoption of the Mascot service; experimented with new creative marketing ideas; Established and maintained relationships with student population to customize and improve the Mascot service provided

▪ Provided support for Vice Presidents and Assistant Vice Presidents across multiple project groups within Resolution 2000 department▪ Assisted in the project management of the Resolution 2000 Customer Testing Program; directed interaction with domestic and international customers▪ Collaborated in the creation of standardized presentations and processes for Year 2000 readiness testing, which were implemented in cross-functional groups across the organization