Responsible for on-boarding of all new hires into the RES organization. I make sure all of our new hires are trained to be highly productive, efficient associates who believe in being good corporate citizens. They are taught how to interact with clients with a total ownership mindset.

•Email Queue Monitoring (GITL & general) – empty by eob each day•Successfully transitioned an APAC based business unit back to North America•Web Gamec Queue Monitoring – empty by eob each day•PTO management & backup coverage plans •Escalations•Mentoring associates•Weekly 1on1s; Weekly meetings with research•Enforcement of Policy & Procedures•Trend analysis in your area around research, analysts (call volume increasing? Industry related, etc…).•Research Kits (create & package kits as per client demand)•Meetings with analysts in their respective areas – content training•Day-to-Day associate management (performance plans, reward/recognition, GAT creation, GAT reviews, development plans)•Teambuilding/collaboration•Sales contact – build partnerships, promote collaboration & communication•Skills database – assist KM dept with management & update•Product – understanding new products (set expectations with teams)•Identification of new proactive service offerings•Providing backup for other GITL queues •Front line support of ACD •Manage and meet SLAs•Client retention•Identify new training programs available for growing associates•Participate in Gartner University Mgmt Courses•Manage, mentor and motivate subordinates through individual development, performance management and daily training to achieve goals for Gartner and the associates.•Drive pro-active, profile based fulfillment, conduct customized searches and proactively send relevant research and information based on customer profile.•Overall accountability for all inquiries: Manage the workload of associates to ensure needs of internal and external clients are met in a timely manner and daily service level targets are attained

• Responsible for all core inquiry requests for two of the highest volume and highest profile clients, Time Warner and Walt Disney.• Oversaw entire process of inquiry related functions for Time Warner and Walt Disney Work closely with sales team to determine best practices for handling all interactions with dedicated accounts• Contact clients to ensure their inquiries are handled to their satisfaction• Assist with handling of all inquiries for BMC and Computer Associates as the dedicated back up to the Client Relationship Partner for those accounts• Continued role as Client Inquiry Analyst with the added responsibilities of dedicated accounts.

• Responsible for implementing requests for all of Unilever’s North American companies, including Lipton, Bestfoods, and Home and Personal Care• Routed service tickets to the appropriate service provider using Remedy software program• Provided first level IT support to all Unilever, North America users• Created macros using the Remedy system to help make service calls more efficient• Maintained and questioned processes to ensure efficiency and accuracy• Developed new processes for ticket creation when necessary• Assisted in the creation of network accounts for new hires • Procured hardware for users through Ariba software program• Co-ordinated data transfers for users transferring from North America to Overseas Unilever companies and vice versa• Updated and maintained Microsoft access spreadsheet of all the naming conventions for Unilever Assets• Processed service tickets that were submitted via electronic mail and forms• Ensured that all forms in use are up to date and meet GIO-NA standards• Worked closely with the sales team to ensure remote users were provided with appropriate support • Answered at least 18% more calls than all other request analysts

• Compiled database from customers for the installation of Nortel, Norstar MICS and ICS Phone Switches• Programmed phone switches with data collected from customer• Conducted training classes for customers on voicemail and system operation• Co-ordinated meetings to evaluate feasibility and requirements for new phone systems• Maintained customer relationships and researched information requests for clients • Experienced with hardware associated with MICS and ICS Norstar Phones Switches• Conducted project management responsibilities for all upgrades and service related issues on Meridian Option 11-81 Nortel phone switches• Experienced in Meridian Option 11-81 Nortel system programming• Resolved customer complaints and inquiries • Instructed technicians on new Peoplesoft expense reporting software

• Increased Guest Satisfaction scores from 88% to 92%• Dramatically improved employee satisfaction scores from failing range to 90% satisfied range by creating goals and incentives for direct reports• Supervised the operations of the hotel’s Telecommunications Department and its staff• Responsible for the upkeep and maintenance of the Meridian Option 61c Nortel phone system including programming and voicemail• Tracked and repaired equipment failures in guest rooms • Established business goals and objectives for the Telecommunications department• Conducted interviews for jobs within the department and co-ordinated hiring, training, and disciplining for all associates• Implemented phone audit system to manage quality standards of all operations • Facilitated classes on proper phone etiquette for Marriott’s Welfare to Work program • Supervised the overall operations of the front desk staff of 30 direct reports • Balanced business and customer needs to deliver quality customer service• Directly oversaw the front office departments • Recorded service excellence ratings for the front desk staff to ensure that they met Marriott quality standards

• Acted as the resident manager of the hotel from the hours of 11:00 p.m. to 7:00 a.m. • Co-ordinated customer service and support for various Heads of State, Foreign Embassies and celebrities • Functioned as the on-site contact for various professional baseball, basketball and hockey teams • Served as a liaison to various VIP groups during the 1996 Presidential Inauguration • Directly oversaw all working departments of the hotel