Director Client Services Resume

Title

Director Client Services

Primary Skills

Project management, client retention, high tech, event management, problem solver

Location
Canada-QC-Greater Toronto Area

Posted
Apr-13-12

RESUME DETAILS

Professional Profile: Director-level operations leader with over 12 years of progressively responsible project management, event management, and client services roles. Demonstrated ability to positively affect corporate bottom line through start-up, turn around and high-growth periods. Proven initiative and creativity. Verifiable interpersonal, team, and leadership skills. Superb communicator and presenter. Substantially improve client satisfaction and retention. English and French. PMP certified. MBA in progress. Particular expertise in the high-tech media industry.

Employment

Director, Virtual Solutions
CGS Canada Inc. CGS is a global provider of end-to-end, technology-enabled business solutions.
June 2008 - January 2012; Toronto

Overall responsibility for client-facing operations for the CGS VirtualEvents365 (online events, training, e-learning) line of business, including project management, internal and external coordination, schedule and budget, risk and change management. Advocate for customer requirements and product enhancement. Key contributions include:
* Improved client-facing responsiveness, reliability and efficiency by over 80% through the creation of custom templates and documentation. Client satisfaction consistently over 98%.
* Evaluated and enhanced existing department processes, resulting in 20% internal efficiency improvement.
* Collaborated with Marketing to promote product by providing consulting expertise and best practices in the form of webcast presentations, live demos, and a VirtualEvents blog.
* Partnered with Sales to develop pre-sales checklist that allowed sales to provide client's first contract draft 25% faster.
* Developed new operating systems and structures, such as knowledge base for continuity and standards of service.
Clients included: Red Hat, Intel, SWIFT, Research in Motion (Blackberry), Tech Data, Reed Elsevier, Martha Stewart Weddings.

Director of Event Management
Unisfair Ltd. Platform for virtual events and virtual business environments.
December 2006 - June 2008; Toronto, New York, San Francisco, Tel Aviv

Performed the following duties during my tenure: managed accounts, project schedules, and communication; composed marketing and technical documentation; created internal and client tutorials and training modules and presentation; consulted on marketing strategy and promotion plans; helped clients refine project objectives; managed customer support; oversaw change-management process; resolved conflict and managed escalations; strove to improve existing methodology and processes; consulted with product development on platform enhancements.

Clients included: Avaya, Research in Motion, Cisco, Cognos, The Economist, Export Development Canada, Financial Times, IBM, Inc500, Intel, National Instruments, Nortel, Penton Media, Rogers, U.S. State Department.

* Created position and department by persuading executives this initiative would increase profitability. As a result, existing-client projects increased by 96%.
* Commended by COO for
* "Strong leadership tempered by empathy and compassion, high level of motivation, unique morale-boosting ability.
* "Being Subject Matter Expert on online events, sought out regularly by marketing, sales, product, and services personnel to provide knowledge that is communicated, in turn, to our clients. This has augmented client satisfaction and has led to increased profit.
* "Having acquired a reputation as an excellent problem-solver, strategist, and critical thinker whose opinions are frequently solicited in making executive decisions."
* Guided and motivated customer-service team comprised of 10 event-management and production personnel.
* Increased efficiency of both Unisfair and our clients by developing standardized schedule for use by each member of above team.

Senior Project Manager, Unisfair, January 2005 - December 2006
* Promoted in recognition of my positive impact on company's bottom line.
* Trained three new project managers who had been hired in order to accommodate expansion.
* This new team generated a 40% increase in the number of projects for current clients from 2005 to 2006.

Project Manager, Unisfair, July 2000 - November 2001; November 2002 - December 2004
* First project manager in company; defined event management and production (services team) processes and methodology
* Enhanced effectiveness by creating Services team templates and documentation (16 in all) which standardized both internal and client-related processes. Fact that these templates are still in use five years later is testimony to their value.
* Enhanced profitability of firm through sound management practices that substantially increased client-retention rate.
* Worked closely with product development team to establish platform and evaluate functionality from a customer perspective.

Website Manager, December 1999 - July 2000
Odigo, Ltd. Instant messaging (IM) software company.
* Received bonus for creating community website from scratch.
* Drew 50 entries for contest to see who could design the best skin (design) for the IM tool.
* Hired copywriter, with whom I collaborated to create articles that played key role in drawing visitors.

Project Manager, 1999
I.C. Axon, Inc. Multimedia company specializing in healthcare-training software.
* Oversaw media production for $1,000,000 R&D initiative.
* Member, Executive Committee on Restructuring.

Localization Manager, 1996 - 1998
Interact Ltd. Software company specializing in educational media.
* Chosen from among 25 employees to attend brand new Digital Media graduate program at Interdisciplinary Center, from which I graduated (employer-funded).
* Oversaw localization of three CD series into over 10 languages.
* Reduced time required by our clients to license software applications from an average of 5.5 to 3.0 days, enabling them to bring product to market more quickly.
* Achieved by devising and creating localization kits.

Education

Executive MBA (in progress) | Athabasca University | Graduation by 2014
Project Management Professional (PMP) certification | Project Management Institute (PMI), 2007
Graduate Diploma in Digital Media | Interdisciplinary Center, Herzliah, Israel, 2000
Professional Photography AEC | Dawson Institute of Photography, Montreal, 1995
Bachelor of Arts - Communication Studies | Brock University, St. Catharines, 1992

Certifications

Project Management Professional (PMP)

CONTACT DETAILS

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