Virginia Borelli Email & Phone Number

Responsible for maintaining strong client relationships as the main point of contact (post-implementation) for Strategic clients. Clear understanding of client requirements in order to successfully execute their business objectives and ensure their success. Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. We provide a single platform to manage all people, all physical locations, all assets, and all work – enabling data sharing across departments. Industries we serve include healthcare, life sciences, financial services, retail, government, higher education & enterprise. We’re the largest and fastest-growing independent software vendor globally located throughout the North America, Europe and Asia.

New York, Ny

➤ Strategically managed the relationship between the Department of Information Technology & Telecommunications, the NYC Government, and Education sectors, while serving in a key role, supported efforts to enhance client experiences.➤ Exceeded expectations of high-value, high-revenue VIP enterprise clients, and directly managed 132 Government and cultural agencies, including FDNY, NYPD, and NYC colleges/universities, which comprised $9.6MM in annual revenue.➤ Combined knowledge of client needs with understanding of company objectives to drive retention, as well as collaborating with counterparts in Sales, Government Affairs, and Legal to maximize profitability of the accounts.➤ Tracked and reported on client account trends with regular summaries for senior leadership to leverage, as well as increased sales of add-ons and renewals by working with Sales and Sales Support across the diverse account base.➤ Managed the overall relationship of a $20MM government contract, while managing the DOITT Master Service Agreement to ensure customer expectations and SLAs were realized, focusing on MSA requirements and key deliverables.➤ Spearheaded an infrastructure inventory which has improved incident resolution by 75%, as well as accelerated resolution of client issues by advocating for clients and provided account profile audits to ensure accurate management.➤ Created and maintained a Methods & Procedures document that outlined the working relationship between Spectrum and DOITT, which streamlined the daily operations and maintained Service Level Agreements.

New York, Ny

➤ Effectively provided end-to-end Service management, and drove continuous improvement across Operational teams, with a focus on quality of service, while handling Change and Business Critical escalations for the 5th largest client.➤ Traveled monthly within the US, approximately 50% of the time, bringing Service at the forefront as a key enabler for customer experience and benefit realization.➤ Maintained accountability for service coverage on all financial products which included managed hosting services, infrastructure management, Data Center support, and hardware delivery.➤ Developed and implemented a Customer Engagement plan for a newly signed $424MM US contract, and held a pivotal role in a Data Center migration, which led to a $2MM 1-time charge an $625K per month in cost savings.➤ Contributed to the company's digital transformation and integrated adoption services, and customer trainings.➤ Revamped and managed an escalation procedure for outages and streamlined Customer Incident Report guidelines, which improved client's receipt of the data by 5 business days.

New York, Ny

➤ Came aboard as Senior Client Relationship Manager, overseeing financial institutions, exchanges, and investment banks who comprised over $9.2MM in annual revenue, and training clients on new systems or changes impacting business.➤ Organized a transformation project, saving $30K in costs and spurring new orders, leading to $110K+ in annualized global revenue, while leading an optimization and upgrade project, resulting in a new revenue stream of $385K+ YoY.➤ Spearheaded a cost-savings initiative resulting in total annualized savings of over $700K, and found a work-around solution that saved the company $192K by analyzing bandwidth and winning upgrades for necessary trading services.➤ Came back to the Senior Client Service Manager role in 08/2014, with the additional responsibility of Project Manager for Nomura in this dual role within the Global Banking & Financial Markets line of business.➤ Served as the single point of contact to the customer for deliverables of installations, solutions, and troubleshooting, and reviewed service contracts to ensure alignment with stipulated SLAs, and implemented changes where needed.➤ Conceptualized and led a transformation project that produced $360K in annual cost savings, and initiated a Service Improvement Plan that addressed installation complexities, and achieved every measured progress milestone.➤ Managed Global roll-out project for WAN, LAN, and Voice services, with contract value of $28.2MM, and managed 6 Global investment banks and the Intercontinental Exchange/New York Stock Exchange, comprised of $14.3MM in annual revenue.

New York, Ny

➤ Successfully served as the Global Lead, a position with a high level of impact, for UBS and MasterCard accounts, which generated $20.3MM in annual revenue and 30% of all monthly US and international travel.➤ Capitalized on all opportunities to improve the overall customer experience and drive change within the business, spearheading areas of improvement for the dedicated 24x7 Hungary Help Desk.➤ Created a SIP to measure 3rd party vendor management, Helpdesk, and inventory management functions, including escalation, Key Control Indicators, formal Customer Incident Reports within SLA, and troubleshooting.➤ Strategically project managed a large Request for Pricing project which the company was awarded, as well as handled reporting, KPI analysis, service introduction, and other ITIL functions.

Bachelor Of Arts - Ba, English Language & Literature

Culinary Arts Degree, Culinary Arts

Internship: Candle Cafe & Candle 79, New York City