Was the main client contact. Was in charge of coordinating between our clients and internal/external vendors on all projects that we had working. Coordinated with the creative to create the market campaign. Coordinated with our domestic and international teams to create the product. Also, coordinated with the IT to create the AR experience. All the while keeping the client informed of our progress and sending them samples to review. Worked with our fulfillment team to receive the product, put it together and ship it out per the client instructions. Reported back to the client on the analytics of how the marketing campaign was going.

Provided excellent customer service to our customers while they are shopping there. Was in charge of breaking down the loads from our vendors and getting the new stock out of the shelf for our customersManaged the part time staff on my shift, handing out work assignments, quality controlling their work and giving feedback.Go to person for the Front End and convenience store to answer questions after their manager has left for the day.Covered breaks for the Guest Services and Convenience Store when working second shift.Managed the store closing process at the end of the day.

Led a team of 35 including 4 mid-level managers with focus on the composition and delivery of highly confidential and time sensitive documents for SEC filing or delivery to shareholders of public companies. Delivered coaching and succession planning to mid-level managers operating the facility 24/7; 50% middle managers were promoted into higher management in other facilities and others moved into positions of influence throughout the company.• Managed 3 salaried mid-level managers and mid-senior training manager responsible for 35 personnel.• Led the SEC/EDGAR Account Team for internal and external clients; answered daily questions about SEC rules and regulations to ensure proper handling for all clients.• Influenced the development of and oversaw the implementation of best practices and Lean procedures through excellent communication and management skills.• Worked proactively with Sales and Regional Operations Customer Service leadership to develop and implement solutions to service recovery issues on a global scale.• Partnered with composition team leadership in North America, EMEA and India to ensure proper staffing levels and market requirements were met.• Monitored financial operations budget to control costs, OT and staffing levels for the global composition team.• Provided industry training for non-client facing teams in India to improve performance.• Contributed to strategy meetings surrounding technical platform and product improvement. • Developed interactive relationships with Senior Management, Executive team members and the Sales organization.• Partnered with global sales and customer service to address technical service recovery issues and implement solutions.Ops Leadership – Client Services – Project Management – Regulatory SpecificationsSEC Rules & Regulations – EDGAR Compliance – Production Magmt – Process Flows - SaaS - Communications – Global Operations – Relationship Management –– Budgeting & Cost Control – Staffing

Supported customer accounts teams through effective customer services site management. • Led a team of 12 that produced highly confidential documents that file with SEC or print and deliver to shareholders of public companies.• Worked closely with other regions to ensure a seamless client experience in each location; exercised excellent communications to ensure team fully understood expectations.• Partnered with sales organization to help obtain new accounts and provided insight on the needs of existing clients.

Managed a team of 15 people supporting team performance and engagement. Directed and coordinated customer service account activities in Merrill’s Chicago office to retain and develop effective positive relationships with clients.• Handled highly confidential documents that would file with the SEC or deliver to shareholders of public companies.• Actively identified and implemented business solutions. • Managed costs and ensured profitability throughout the job production process. • Mentored and provided career development for customer service employees. • Achieved results by delivering excellent program and project management skills; collaborated and coordinated with appropriate internal departments and external vendors.• Effectively managed and negotiated client expectations.• Demonstrated Service Orientation with a desire to exceed customer expectations.• Worked with sales to address service recovery issues, hear client concerns, provide and implement solutions.

: Developed effective and positive relationships with multiple clients to deliver effective account management and meet expectations. Demonstrated effective project management skills.• Managed highly confidential documents that would either file with SEC or print and be delivered to shareholders of public companies.• Managed the client experience including addressing service recovery issues• Consulted with and advised clients on the workflow or job production process; actively participated in client meetings and presentations• Independently interacted in person and over the phone with clients (attorneys; senior executives; investment bankers).• Supported business performance by ensuring project deliverables for the client were accurate delivered on time.• Set up and monitored proper documentation for job tracking and billing.• Effectively managed and negotiated client expectations.• Successfully navigated a complex, time sensitive production facility and deadline driven work environment.