S&P Global Market Intelligence is unmatched in our global reach across a broad range of sectors, including breaking news, financial data, and expert analysis, updated continuously to give you the most current and cutting-edge insights.I lead all project management activities related to S&P Global Market Intelligence's Client Services division as well as oversee all of our support channels - phones, email, chat, chatbots, and web-to-case. Regularly work on LEAN and RPA projects to optimize the support channels and the CRM workflows of our client services teams. In 2022, I oversaw the design and release of a second client-facing chatbot for S&P Global Market Intelligence.

Led all Project Management responsibilities for our Client Services organization to streamline internal workflows and improve overall client experience with our support teams. Regularly participating in LEAN and RPA projects to reduce the time it takes our support teams to respond to client questions. Released our company's first automated client-facing chat bot in 2020 with continued optimization and additional roll outs planned in 2021.

Worked as the Associate Director of the Commericial Operations group and Product Owner for all Customer Relationship Management (CRM) software and applications required for providing industry leading, 24/7 support to our clients. Our client support finished 2019 with a 98% satisfaction rating.The Commercial Operations group ensures the company has an accurate CRM database, provides training, support, and reporting on CRM applications, and maintains our organizations's online, client-facing Help portals for the Market Intelligence and Capital IQ products offered by S&P Global Market Intelligence.

Managed the Research and Product Operations teams for the Media & Communications and Metals & Mining sectors. Actively added value for our clients through industry leading customer support, ongoing research articles, time-saving Excel models, online presentations and training seminars, and continued product development. Participated in the integration of SNL's strategic acquisitions of Metals Economics Group (2012), Multimedia Research Group (2013), and IntierraRMG (2014).From October 2016 to March 2017, I transitioned to Senior Manager of the Support Operations group and Product Owner for all Customer Relationship Management (CRM) software and Customer Support applications.​www.spglobal.com/marketintelligence

[Formerly SNL Financial] Managed the SNL Kagan Media & Communications product operations and support team at SNL Financial. SNL Kagan integrates online research, data and projections in real time for the media and communications industry. Our clients are able to access detailed news, forecasts and financial data through SNL’s robust Web- and Excel-based platforms. Participated in the integration of SNL's acquisition of MediaCensus in 2012.http://www.snl.com/Sectors/Media/Default.aspx

[Formerly SNL Financial] Focused on the Media & Communications coverage at SNL. Regularly assisted clients with maximizing understanding and usage of the SNL product to complete research projects. Provided industry training and sector presentations as well as research articles appearing on the site on an ongoing basis.