FRETZIE CLARK
Hanson
Summary
Seasoned Professional Services Project Manager with planning and executing comprehensive project plans. Highly collaborative, adaptable, and committed to team success and client satisfaction.
Overview
20
20
years of professional experience
Work History
Project Manager II, Professional Services
Pantheon
Remote
11.2021 - Current
- Managed client onboarding and migration of their websites to Pantheon.
- Led the delivery team and developed strong relationships with stakeholders (Solutions Architects, Technical Migration Consultants, Technical Solutions Consultants and Customer Success Managers) through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Developed comprehensive project plans with clear timelines, milestones, and ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Optimized project schedules, identifying critical path tasks and reallocating resources to maintain momentum.
- Facilitated client training sessions to ensure seamless onboarding to the platform.
Senior Manager, Client Onboarding
Notified/Intrado Digital Media Solutions
Boston, MA, USA
08.2019 - 11.2021
- Redesigned client onboarding workflows to support efficient service delivery for Intrado DM Solutions. Assisted in the hand-off process from sales to onboarding and support teams. Collaborated with a team to manage multi-product onboarding projects to enhance client experience.
- Managed AMERs Investor Relations Onboarding team, 17 full time employees.
- Collaborated with the sales team for winning new business clients. Acted as a technical resource between sales and service teams.
- Analyzed data and prepared detailed reports for management to inform strategic capacity planning decisions.
- Coached, mentored and developed team members and provided career development planning and opportunities.
Senior Project Manager
INTRADO Digital Media
Boston, MA, USA
12.2018 - 08.2019
- Managed 3000+ web hosting clients platform migration to Drupal CMS.
- Provided support and guidance to the Web Hosting teams during the migration.
- Worked together with Website Service Managers, Developers, QA and internal teams to keep the project on schedule and meet the weekly targets.
- Identified risks and engaged internal teams to develop action plans.
- Provided a weekly report to the management team.
- Collaborated with the Web Hosting Product Team for any platform enhancements, blockers for the migration.
Senior Onboarding Project Manager
Nasdaq, Inc. / Intrado Digital Media
Boston, MA, USA
12.2014 - 12.2018
- Provided exceptional onboarding experience for IPO, new business and existing clients.
- Provided consultative and best practice recommendations during the onboarding process.
- Applied knowledge of HTML, CSS, and JavaScript to develop and optimize responsive web designs.
- Provided detailed estimates of costs, timelines, and resource needs to ensure project success aligned with agreed-upon scope and limitations.
- Engaged with cross-functional teams, including sales, service, account managers, editors, web developers, product development, and client support, to guarantee efficient and effective service delivery to clients.
Website Service Manager
Thomson Reuters / Nasdaq, Inc.
Manila, Philippines
04.2010 - 08.2014
- Managed and owned client relationship.
- Responsible for ensuring 100% client retention.
- Acted as the primary point of contact for incoming client questions on all assigned products and served as the first point of resolution.
- Maintained content for client hosted websites.
- Identified revenue opportunities within assigned client base and worked collaboratively with Sales to close new business.
- Educated and trained new and existing clients on new services and product enhancements.
Senior Customer Care Specialist
IBM Daksh Philippines
Manila, Philippines
08.2006 - 03.2010
- Recovered and secured accounts compromised by hacking incidents for account owners.
- Provided security on eBay members’ accounts.
- Managed member inquiries through email, chat, and phone support channels.
Education
Bachelor of Science - Information Technology
Negros Oriental State University
03-2006
Skills
- Project management
- People Management
- Service Delivery
- Customer Success
Languages
English
Native or Bilingual
Timeline
Project Manager II, Professional Services
Pantheon
11.2021 - Current
Senior Manager, Client Onboarding
Notified/Intrado Digital Media Solutions
08.2019 - 11.2021
Senior Project Manager
INTRADO Digital Media
12.2018 - 08.2019
Senior Onboarding Project Manager
Nasdaq, Inc. / Intrado Digital Media
12.2014 - 12.2018
Website Service Manager
Thomson Reuters / Nasdaq, Inc.
04.2010 - 08.2014
Senior Customer Care Specialist
IBM Daksh Philippines
08.2006 - 03.2010
Bachelor of Science - Information Technology
Negros Oriental State University
Training
- Customer Experience, Miller Heiman Group, September 2017
- Lean Six Sigma - Yellow Belt, July 2017
- Presentation Skills, RogenSi, March 2017