EDRP Executive
Thomson Reuters - United Kingdom
Total years of experience :7 years, 3 Months
During my tenure, I took charge of updating the EDRP Master Record with crucial customer and transaction data, meticulously ensuring accuracy and completeness. Collaborating closely with the EDRP Process Specialist team in Customer Administration, I proactively tracked orders and implemented streamlined processes. I efficiently managed the reconciliation of EDRP commission statements and maintained a comprehensive dashboard for performance tracking, contributing significantly to revenue growth by working alongside Account Managers to monitor and reconcile EDRP Trust Opportunities. Demonstrating autonomy in addressing client issues, I sought guidance from project managers for more complex challenges, playing a pivotal role in various projects by taking ownership of key tasks throughout the project life cycle. I diligently identified and escalated project risks and issues for timely resolution and mitigation efforts, while also collaborating on the development of project plans and ensuring adherence to project timelines.
I assumed responsibility for overseeing the entire order life cycle for a designated group of customers across the EMEA region, as part of a project spanning from January 2011 to April 2012. This project aimed to facilitate the migration of customers to Thomson Reuters Eikon. I meticulously examined all contract parameters, ensuring completeness and accuracy through our Customer Relations Management System. Taking ownership of sales opportunities, I accurately forecasted revenue and managed account setup and maintenance in CRM Siebel and billing systems. I liaised with various departments, including legal, planning, and production, to ensure contractual terms and conditions were adhered to. Additionally, I consistently coordinated efforts across sales, account management, product development, and logistics departments to fulfill contracts in line with agreed service level agreements. Throughout, I maintained a focus on customer service and contract support, providing assistance to both existing and prospective clients while ensuring compliance with SOX regulations and meeting established volume, service, and quality targets.
In my role, I strategically planned and allocated resources to sustain the growth of our client base while ensuring the successful delivery of both day-to-day tasks and project initiatives. I proactively addressed issues and escalations, devising solutions to enhance operational efficiency and team effectiveness. Through fostering excellent long-term relationships with clients, I facilitated ongoing communication and worked collaboratively to address any concerns they may have had. Additionally, I conducted regular performance reviews and provided mentoring to team members, offering guidance to help them achieve their objectives. By assessing their developmental needs and equipping them with the necessary tools for success, I cultivated a strong team of ten members spanning across three regions, promoting both independence and a cohesive, productive team environment
In my role, I managed mailboxes for Reuters EMEA, Reuters Asia, and Reuters America, overseeing the assignment of tasks to team members via Siebel and email communication. I ensured the setup of necessary reference data as per customer requests across various Reuters systems, while also conducting pricing reconciliations in compliance with business, tax laws, and SOX regulations. Handling escalations and queries from internal and external stakeholders, I resolved issues promptly with problem-solving skills and maintained SOX compliance across all activities. Additionally, I multitasked effectively, adapting to changing priorities and delivering on-time results of agreed quality. I provided guidance and support to junior team members, participated in business continuity planning, conducted monthly SOX sample checks, and ran reconciliation reports to ensure error-free reference data for customers.
In this role, I oversaw order management, auditing, and revenue recognition for the US/CA region, responding promptly to service requests from country managers to ensure timely invoicing and revenue realization. I handled pricing issues, audit invoices for quality purposes, and prioritized bookings to align with quarterly and monthly financial targets. Additionally, I was accountable for supporting daily operations at data centers and managing technical support delivery. I implemented strategic business plans and procedures aimed at maximizing team productivity, customer satisfaction, and employee engagement while controlling costs. By establishing service level agreements and performance goals, I drove the success of the team, ensuring departmental objectives were met. I also focused on hiring, developing, and evaluating support staff, managing projects to completion, fostering interdepartmental cooperation, and maintaining high levels of internal customer satisfaction. Moreover, I anticipated future delivery needs, prepared process presentations for new team member induction, and continuously analyze and enhance existing systems and procedures for improved efficiency.