Melissa O'Neil Email and Phone Number

Provided stellar client service and relationship management for some 65+ enterprise clients including Capital One, MetLife, and Time Warner.▪ Managed clients’ investor relations websites, onboarded new businesses, and trained on multiple SaaS products.▪ Educated clients on additional products and services to grow the relationship and add value to the customer experience.▪ Oversaw, maintained, and retained more than 60 high-profile investor relations website clients while consistently meeting client retention goal of 90%.▪ Upheld a high level of confidentiality while handling sensitive financial materials and events.▪ Guided both existing and IPO clients through the earnings process, including when to issue their earnings press releases, setting up and monitoring quarterly conference calls, and dissemination of supporting financial materials.▪ Integrated more than 60 client websites into Nasdaq’s/Intrado's new Drupal webhosting platform by migrating all IR pages and content.▪ Coordinated with technical teams on both the client and Intrado sides to troubleshoot and resolve technical and data issues.▪ Assessed clients’ needs and identified additional revenue opportunities to generate leads.▪ Collaborated with sales to close new businesses and to manage risk, retain client base, and maintain up-to-date client information in CRM.▪ Proactively conducted regular account review to ensure optimization of services uncover upsell opportunities and determine areas of potential risk.▪ Formulated individualized action plans based on client feedback.

Senior Product Specialist, Corporate Solutions Webhosting▪ Responsible for Fortune 500 and other prominent client accounts such as Boston Scientific, Pfizer, and Staples by acting as the primary contact for Investor Relations suite of SaaS services.▪ Maximize clients’ visibility with current and potential investors by keeping IR website updated, compliant with SEC regulations and user-friendly.▪ Lead newly public companies through IR website launch during Initial Public Offering, providing strategic counsel and day-to-day support.▪ Collaborated with internal product teams by providing client perspective on services as well as internal feedback on functionality to improve the Content Management System.▪ Identified at-risk clients and formulated and executed retention plan to save business and then monitored the results.▪ Developed workflows and trained team members on new systems and processes.▪ Managed administrative projects for the Client Services team, collecting and analyzing data on clients’ product usage.

•Responsible for Fortune 500 and other high-profile client accounts such as MetLife, Pfizer and Staples.•Lead newly-public companies through Investor Relations website launch during Initial Public Offering, providing strategic counsel and day-to-day support.•Collaborate with internal product teams to provide client prospective on services as well as internal feedback on functionality to improve Content Management System.•Identify at-risk clients. Formulate and execute retention plan to save business and monitor results.•Develop workflow and train team members on new systems and processes.•Manage administrative projects for the Client Service team, collecting and analyzing data on clients’ product usage.

•Managed portfolio of over 65 accounts including CVS Caremark, NewsCorp, Staples and Philip Morris International. •Executed Investor Relations website requests quickly and accurately to meet tight deadlines and ensure client satisfaction. •Evaluated client websites to assess business needs and generate leads for corporate sales team. •Troubleshoot client issues to appropriate and timely resolution. •Proactively solicited client feedback and communicated results internally to enhance services offered. •Trained new Account Managers on systems and processes via Mentoring Program.•Achieved certification as an Account Manager and won Client Service awards including Customer First and Zero Cancels.

•Collaborated with a team to provide high-level customer service for a shared portfolio webhosting of clients. •Monitored email and phone queues to fulfill client requests in a responsive, accurate and timely manner. •Assisted Account Managers with overflow workload and Client Service Managers with administrative duties