Summary
Overview
Work History
Education
Skills
Timeline
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Douglas J. Emeney

St. Petersburg

Summary

Professional with focus on client success and history of delivering exceptional service and support. Adept at managing client relationships, resolving issues promptly, and ensuring continuous improvement. Known for strong team collaboration, adaptability, and commitment to achieving results. Expertise includes client onboarding, relationship management, and strategic planning.

Overview

26
26
years of professional experience

Work History

Client Success Manager

FIS
03.2022 - 11.2024
  • Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
  • Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
  • Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
  • Streamlined communication between clients and internal teams for smoother project execution.
  • Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
  • Tailored customer relationships by determining expected needs and finding correct solutions.
  • Reached out to accounts regularly to check on needs, understanding business operations and offer services.
  • Developed strong relationships with key stakeholders, fostering long-term partnerships and loyalty.

Product Support Representative I – Loyalty

FIS Global Services
08.2019 - 03.2022
  • Manage the Custom Awards process for the FIS Scorecard Rewards product
  • Working directly with the Merchandise and Travel vendors to create, build, and launch all custom award catalogs and collections within established time frames
  • Conduct monthly review of Scorecard catalog items, including the preparing of pricing quotes for new merchandise offerings for the Scorecard Catalog
  • Provide administrative support for the Scorecard product team
  • Responsibilities include the processing and distribution of daily/weekly/monthly reports for both internal and external clients
  • Reports include tax reporting, fraud, client service levels and billing analysis which are distributed to all levels of FIS and our clients

Customer Service Associate II, Banking

06.2018 - 07.2019
  • Provided customer support for multiple consumer banking clients by phone
  • Ensured that customers were properly authenticated per Bank guidelines, and that all Bank rules are followed
  • Responded to consumer inquiries regarding bank accounts, products, mobile/online access and banking policies
  • For product or service-related issues, referred customer inquiries/issues to the banking client via system messaging to arrange for follow up with the customer
  • Responsible for tracking all call data into the tracking system and ensuring that all calls meet the contracted quality levels

Post Closer

Plaza Home Mortgage
07.2016 - 01.2018
  • Responsible for the handling/processing of all loan packages after loan closing
  • Primary responsibilities include auditing loan files for completion, compliance and accuracy and preparing documents for delivery to investment banks
  • Communicated both verbally and through written correspondence with Attorneys, Brokers, Account Executives to address any errors in documents and to ensure all documents follow regulatory guidelines
  • Created and developed a new workflow for the department to minimize the multiple handling of documents during the Post Closing Process and to minimize missing documents

Assistant Manager/Lead Sales

Williams Sonoma
11.2010 - 10.2017
  • Responsible for all Customer Service, Product Knowledge and Culinary activities for the New England Focus Store
  • Ensured staff was trained, knowledgeable and efficient in providing exemplary customer service to store clientele
  • As the Lead Culinary Specialist, directed the store’s Culinary activities
  • Developed the most successful Culinary Program in the District earning the status of Flagship Culinary Store
  • Established a core group of local chefs, products, and instructors to offer classes and demonstrations

Sr. Client Service Manager

BNY/Mellon Asset Servicing
01.1999 - 04.2003
  • Provided primary contact between internal and external clients in support of a suite of desktop products developed by PFPC for the mutual fund industry
  • Performed business systems analysis to determine client business needs and solutions to maximize productivity
  • Managed the client relationships between the PFPC software development department and internal/external clients
  • Coordinated all scheduled installation of software products and system upgrades
  • Provided onsite training/demonstrations to client employees

Education

Bachelor’s Degree - Business Administration – Marketing Concentration

Salem State University
Salem, Massachusetts

Skills

  • Client engagement
  • Project management
  • Customer service and support
  • Troubleshooting
  • Customer satisfaction
  • Upselling strategies
  • CRM software
  • Customer relations
  • Customer account management

Timeline

Client Success Manager

FIS
03.2022 - 11.2024

Product Support Representative I – Loyalty

FIS Global Services
08.2019 - 03.2022

Customer Service Associate II, Banking

06.2018 - 07.2019

Post Closer

Plaza Home Mortgage
07.2016 - 01.2018

Assistant Manager/Lead Sales

Williams Sonoma
11.2010 - 10.2017

Sr. Client Service Manager

BNY/Mellon Asset Servicing
01.1999 - 04.2003

Bachelor’s Degree - Business Administration – Marketing Concentration

Salem State University

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Douglas J. Emeney