Analyze, review and resolve payment services issues for clients via phone and email. Conduct virtual training sessions (via WebEx) with clients on our online payment services live application and connected IP Payments for both patents and trademarks. Analyze specific payment service related matters and conduct the necessary “hand off/hand backs” within our core business unit to bring full resolution to clients. Enhance existing customer satisfaction through focused execution and timely delivery of requests. Improve client satisfaction through timely ticket follow-up.Accomplishments:• Streamlined Pfizer’s service delivery of monthly official trademark renewal documents electronically, by using a safer, secure sending method vs. uploading documents onto a password-protected site.• Minimized the risk for the client and Thomson by changing the process of how Pfizer handles the docketing of their licensed trademark records.• Enhanced the existing Power of Attorney program to include more specific owner names, taking the burden off the client for document execution and reducing time.• Facilitated/improved the process for Pfizer to handle their change of name and address documents. Created a shared file to view the information, working directly with the agents vs. having the client send in the same documents repeatedly.• Performed former Client Liaison duties in addition to new position.

Assumed a new position of Client Liaison. Managed trademark portfolio renewal maintenance for 6-8 strategic accounts, ensuring superior customer service, including trademark renewal fees oversight for clients worldwide, and resolving various trademark IP issues and discrepancies. Managed projects and facilitated IP recordals and assignments. Reviewed annual processing cycle for current strategic accounts and facilitated new client accounts (onboarding). Oversaw QA for strategic accounts, including analysis of metrics and trends, and trend cycle. Made presentations to clients. Managed and maintained business relationships. Participated in high level client meetings.Accomplishments:• On-boarded Halliburton to Trademark Payment Services in under six weeks. Oversaw the implementation of specific custom fields within their data exchange (extract), resulting in high satisfaction and meeting their business financial needs.• Traveled to New York to visit Pfizer, a strategic account, prepared and gave a presentation on the client liaison concept, discrepancy trend analysis, and discussed Thomson’s future plans.

Managed trademark portfolio renewal maintenance for 12-15 accounts, ensuring superior customer service, including trademark renewal fees oversight for clients worldwide and instructing agents regarding fee payments. Worked with foreign agents and Fortune 500 companies to resolve various trademark IP issues and discrepancies. Handled IP recordals and assignments, prepared Powers of Attorney and managed projects. Trained associates and acted as a key departmental resource person. Traveled to client sites for resolution of issues and to make presentations. Planned internal company-sponsored events.Accomplishments:• Met with a potential pharmaceutical trademark client and gave a presentation to ensure the client’s confidence, resulting in client choosing Clarivate Analytics as their trademark service provider.• Enlisted three national participants attending the 2010 Biennial User Client Conference to participate on a panel to discuss trademark subjects. Composed the discussion topics and oversaw the rehearsal sessions. The session was ranked in the top four with a satisfaction score of 96%.• Presented a program for an existing pharmaceutical client to relieve key staff from preparing massive amounts of legal documents. Prepared and gave a PowerPoint presentation with a colleague resulting in the client purchasing the service.• Attended the annual 2010 International Trademark Association Conference. Successfully handled several meetings with clients, colleagues, and foreign agents to evaluate, streamline, and improve current unproductive processes so the Thomson trademark team could operate more efficiently.• Participated in a Lean Six Sigma Green Belt project to facilitate the incorporation of Trademark clients to the IP Help Desk, December, 2011.

Reviewed data content and docketing requirements for high-profile companies and law firms in a global economy. Handled legal documents that ensured integrity of IP client matters. Provided exceptional liaison between agents and clients to protect their intellectual properties. Actively involved with the planning and execution of the Biennial User Client Conference.Accomplishments:• Assisted with a Six Sigma Green Belt project which reduced IP payment processing time by 50%.• Consistently received excellent performance reviews.