Accomplishments
Fidelity Investments
 | Founding member of national collaboration team consisting of Vice Presidents, Directors, Managers, Trainers and Analysts who were brought together to identify and resolve top issues affecting customer satisfaction. During weekly conference calls members would review customer feedback, discuss current and new issues, and work on ideas to resolve customer concerns. |
| Maintained a matrix of web site specific feedback. Each week I would review over 1,000 customer comments to identify top concerns. These issues were tracked and reported to key decision makers and senior executives. By reviewing all web related feedback I was able to find new concerns and track ongoing problems until they were resolved. |
| On a monthly basis I would report on the top customer satisfaction issues related to Fidelity's electronic products (e.g. web site, active trader PC program, PDA, and cell phone). This was a specialized report distributed only to senior executives and managers who worked with these products. The information I provided enabled them to prioritize projects and offered suggestions for improvements. |
| Wrote a weekly feature for a nationally distributed newsletter that was sent to over 1,100 executives, directors, and managers. Each article focused on a different topic related to customer satisfaction with various products and services. According to many of the newsletter readers, these features were the most anticipated section of the report. |
| Created and maintained several intranet websites for marketing group. The sites included a form for phone representatives to directly send customer feedback to a database in order to improve the quality of comments submitted, a page updating representatives on the progress of issues concerning customers the most, an area to download weekly and monthly reports, and information on what various departments in the marketing group do. |
| Taught others how to update information on the web |
| Helped maintain a database of over 1 million comments |
| assets at risk |
Liberty Mutual
| Analyzed sales contest winner results and reported findings to senior management |
| Announced winners to the organization |
| Developed a recognition book |
| Created quarterly and competitive reports |
Personal Accomplishments
| Hiked every mountain in New Hampshire and Vermont that is over 4,000 feet |
| Created and maintained personal website |
| Regular attendance at local gym |
| Frequent reader |