Description
CAREER SUMMARY TalkPoint, a PGi Company - March, 2005 - September, 2017 TalkPoint provides a SaaS webcasting solution for large audience events for clients across multiple industries. Clients can either create and run events themselves, or purchase premium services to have Production staff assist them. Director, Internal Communications (January, 2017 - September, 2017): I managed the Assignment Desk and Reservations Desk teams, leading event issue resolution and communicating progress to clients. I ensured efficient use of department resources across the company through vetting requests to Assignment Desk alias. * Increased supported languages by 80% by expanding company reach to non-English speaking clients by creating new language templates. * Created new company department, Reservations Desk, to streamline company order intake processes. Holding weekly meetings with Reservations Desk staff in the US and UK offices to coordinate order intake processes for US and EMEA teams. * Reviewed Production and client HTML and CSS code to resolve email and registration page display issues. * Provided client facing solutions and coordinating directly with clients to ensure customer success. * Coordinated between business drivers from Sales and Development and Engineering teams to improve our product. Assignment Desk Director (January, 2014 - December, 2016): I monitored the company's Assignment Desk email alias and managed additional staff to ensure consistent monitoring of the alias for early mornings and evenings and maintained communication efficiency across all shifts. * Strengthened company relationships with vendors for conference bridging, transcription, and translation services. * Increased company revenue by negotiating lower vendor costs as requested by Sales. * Increased global presence by working with bridge vendors and Development and Engineering teams to add local dial-in numbers in countries in Europe, Asia, South America, and Africa for "Integrated Audio" platform feature. * Expanded company reach to non-English speaking clients in Europe, South America, and Asia by working with Development and Engineering teams to create new language template. * Further increased live webcast capacity by working with vendor to set up stations to run webcasts at their office and tested and approved their setup. * Increased efficiency of interdepartmental communications by 60% by monitoring internal email alias, reviewing and vetting requests and questions, and collecting additional information as needed before forwarding emails to intended departments. * Eliminated Development and Engineering time spent on rarely used Pay Per View (PPV) registration product by researching third party vendors to handle the PPV product and tested with potential vendors to ensure a smooth transition from vendor platform to TalkPoint player for end viewers and retained 100% of existing PPV clients. * Reviewed and approved order intake from Sales for new potential events for eventual assignment to PMs. * Interviewed and assisted in training of new hires on all company products. Director, Production Management (April, 2007 - December, 2013): I managed a team of 7-10 Production Managers in running webcasts, supporting client interaction, and reported the team's progress to senior management. * Increased company revenue by maintaining and strengthening existing client relationships. * Increased company capacity for simultaneous live webcasts by 20% by coordinating with other senior Production staff to create brand new Production processes (including hiring third party vendors to cover events as needed in our office) and seamlessly rolled-out new process across the company. * Ensured client expectations were met on all events by training vendors on company processes to run live events. * Expanded of PM team to include team members on both the East and West Coasts of the US and an office in London. production manager (March, 2005 - March, 2007): I created and managed live webcasts, coordinated live events with clients and maintained helped drive client relationships. * Designed templates and registration sites to match look and feel of company websites. * Primary contact for large clients, such Morgan Stanley, McDonald's, AIG, & Thomson Financial * Interviewed and trained new hires on all company products and processes.
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