Manager, Client Solutions Resume Sample
Myrl Schultz
91500 Ortiz Loop,
Dallas,
TX
+1 (555) 297 9352
Work Experience
Manager, Client Solutions
04/2018
-
PRESENT
Chicago, IL
- Team leadership to motivate and develop individual and team performance by
- Reviewing and evaluating work completed by team and coaching to improve efficiency/accuracy of work
- Monitoring KPIs and providing value-added coaching to reach KPI targets
- Regularly scheduling and engaging in one-on-one coaching with direct reports
- Leveraging coaching techniques and utilizing technologies to regularly and effectively engage team based in the Montreal office
- Effectively managing a team of Client Solutions Managers to resolve client concerns within the applicable regulatory and business guidelines by
- Providing oversight on team members’ workload and client issue resolution management
- Relationship management with other officers and departments within SiT & Scotiabank to cultivate/maintain long-term SiT/Bank partner relationships. Challenging existing policies and identifying appropriate changes required
- Prioritizing and delegating resolution management of issues raised through multiple sources for both client and internal SiT officer issues to team members
Senior Manager, Client Solutions
06/2013
-
10/2017
San Francisco, CA
- Communicating with clients verbally to deliver mutually agreeable solutions, which often require negotiation of terms, within assigned limits
- Applying advanced knowledge of SiT products, services, processes and policies and best-in-class complaint-management skills (situation assessment, problem-solving and decision-making) and conflict resolution skills to team members and clients
- Responding to inquiries and requests for information by regulators, and officers from other areas of the Bank (e.g. Scotiabank Ombudsman, Scotiabank Privacy Officer, Corporate affairs and Legal, etc.)
- Appropriately acting as backup / second tier escalation to Client Solutions Managers by responding to escalated calls during planned or unplanned staff shortages etc
- Contributes to the maximization of the Contact Centre efficiency by
- Assisting with trading overrides at the location
- Assisting on phone lines during peak volumes
Manager Client Solutions
04/2007
-
03/2013
Chicago, IL
- Accurately and effectively document and track all inquiries coming through the Centre to identify and trend knowledge gaps for future training and coaching opportunities
- Completes Dashboard tracking and analytical reporting for Coaches to reduce customer escalations, bridge knowledge gaps with agents etc
- Being organized and maintain the necessary pending files (case queues) for the areas of responsibility including the regular review and count of items outstanding
- Acting as a liaison coordinating with various areas (i.e.: branch, third party service providers, etc.) as required to fully satisfy client issues in a timely fashion
- Coaching of staff that call the Support team to locate the correct information on WN with confidence, and identify any outdated or missing information to the SiT Communication team for update
- Effectively work with SQM surveys (un-attributable and attributable) results to help trend performance and or knowledge gaps to improve our SQM metrics
- When appropriate, facilitate and share knowledge in the New Hire Training program
Education
Washington State University
2003 - 2007
Bachelor's Degree in Related Fields
Professional Skills
- Strong consulting skills in structuring, developing, and delivering executive level client presentations
- Strong technical and creative writing and verbal communciation skills
- Strong analytical and problem-solving skills, basic statistics
- Strong analytical skills and comfort in solving problems that require complex technical or quantitative analysis
- Excellent verbal and written communication skills, including the ability to communicate across the business and technology organizations
- Strong technical and creative writing and verbal communication skills
- Relationship building skills and experience
How to write Manager, Client Solutions Resume
Manager, Client Solutions role is responsible for research, creative, organization, basic, design, advertising, marketing, training, strategy, rfp.
To write great resume for manager, client solutions job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Client Solutions Resume
The section contact information is important in your manager, client solutions resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager, Client Solutions Resume
The section work experience is an essential part of your manager, client solutions resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, client solutions responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, client solutions position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Client Solutions resume experience can include:
- ) Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities; reporting any unusual occurrences or fraudulent activity to a Sr. Mgr. promptly. Achieve and maintain required service level standards (i.e. adherence, customer commitment time, readiness) by
- Ensuring effective partnerships between CSAs and mortgage origination partners (Brokers, BRMs, HFAs, HFLMs)
- Experience in marketing/ad sales, marketing/branded entertainment or marketing/production
- Drive routines and priorities by leveraging reporting tools and other resources (e.g. Data Maintenance, TM Cross-Sell Tool, Tableau Trend Reporting)
- Extensive experience working in a client-facing and quota bearing role
- Experience maximizing customer value in a subscription or ongoing membership-based businesses
Education on a Manager, Client Solutions Resume
Make sure to make education a priority on your manager, client solutions resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, client solutions experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager, Client Solutions Resume
When listing skills on your manager, client solutions resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager, client solutions skills:
- Strong organizational and prioritizing skills to meet timelines
- Superior written and oral communication skills - ability to communicate clearly and effectively
- Strong team-player with proven ability to work effectively with and influence internal colleagues from all business functions and all levels
- Practical work experience supporting mobile operators or experience within carrier organizations or relevant industry role
- Intermediate computer skills including MS Office required
- Capable of interfacing effectively and building relationships with clients
List of Typical Experience For a Manager, Client Solutions Resume
1
Experience For Senior Manager, Client Solutions Resume
- Experience implementing and operating medium scale, moderately complex applications
- Maintain IIROC licensing and supervisory approval in good standing at all times
- Experience with data analytics, mapping and/or engineering software – E.G – MapInfo, Tableau, Excel etc
- Experience in Product Management, Marketing or Development
- Proven ability in developing presentations and pitches which “tell stories”
- Articulate an excellent understanding of the product and how the data can be used to improve business performance
- Experience with Digital Channels/Technologies
2
Experience For Manager, Client Solutions CPG Resume
- Experience in a client service role/ in the industry
- Collaborate with the Nielsen Consumer Experience product teams on positioning and strategy to ensure maximum market up-take
- Demonstrated ability to work in a fast-paced and multi-tasking environment
- Digital media or account/partnership management experience
- Be able to lead and provide constructive event-based feedback and deploy effective performance improvement plans
- Managing quantitative research engagements
- Understanding wireless voice and data technologies such as LTE, VoLTE, GSM, CDMA
3
Experience For Manager Client Solutions Resume
- Be client facing in crucial client meetings while mentoring and managing the front-line Client Solutions Management team
- Cultivate a deep understanding of Nielsen’s products and solutions, and how the data bring value to clients’ businesses
- Collaborate with our Core Product Teams on bringing customer-centric innovation to market
- Shepard new ideas through the product development process by serving as the voice of both Client and Product
- Creative thinking and ability to generate out-of-the-box creative solutions
- Background in media, or marketing, preferably from a digital agency, digital media company, or media analytics firm
- Develop the servicing approach in Philadelphia's new market in concert with the Market Executive
4
Experience For Manager, Client Solutions Vmi Resume
- In banking or at least 5 years in financial services
- In a servicing role or at least 3 years in an operational role
- Familiarity with TV programming and program research tools and solutions
- Take on extra-curricular projects to support Director in making material improvement to our LinkedIn business process or operations
- Partner with Client Services team on the ideation and sell-in of new initiatives
- Use data, industry trends and CX insight to create long term vision and go to market strategies
- Work closely with other members of the Client Solutions team to design and execute digital marketing solutions that meet client objectives while supporting Warner Bros. Digital Entertainment Group’s programming initiatives
- Confidence in creative abilities and ideas with an ability to get others to buy into the concept
5
Experience For Manager, Client Solutions Resume
- Advances the health of the VMI component of the Supply Chain portfolio, including exploiting new capabilities available in the market, rationalizing the portfolio, and ensuring alignment to WB’s strategic goals and initiatives
- Detailed understanding of current technologies and their application
- Manage the analysis and documentation of the business unit’s end to end business process. Use this knowledge to articulate and manage a cross functional team during project or enhancement cycles
- Knowledge of Nielsen’s products and solutions
- Revenue growth from Nielsen products and services
- Client satisfaction with Nielsen’s digital products and services
- New client relationships and expansion of Nielsen footprint within the client
6
Experience For Senior Manager, Client Solutions Resume
- An interest in analytics and big data
- Coordinate project needs for both qualitative and quantitative projects with internal and external vendors
- Present opportunities to help clients understand their Total Audience across digital and linear platforms through consultative selling, in collaboration with the Director or Vice President leading the overall client relationship
- Partner with sales to develop innovative, market-leading ideas and write proposals for current and prospective advertisers
- Respond to RFPs and proactive requests by successfully developing strategies for integrated programs that include rich media, original video content, mobile native executions, social amplification, and more
- Develop a strong understanding of the client’s business and demonstrate how the Nielsen Marketing Cloud ’s software platform can assist them to achieve their business objectives
- Create and deliver client presentations that capture clients’ core business issues and demonstrate how Nielsen can help
7
Experience For Manager, Client Solutions CPG Resume
- Lead & motivate the CSS team to achieve high performance goals and deliver superior service. Accountable for the performance appraisal process, including promotion recommendations and salary administration
- Partner with Commercial Relationship Managers and Underwriters to ensure work processes and the service experience meet expectations, broader initiatives are market-relevant, and to communicate key operational and servicing impacts that ensure the health and wellness of the portfolio
- Ensure that the appropriate staffing levels are maintained and backup coverage model is effective
- Rearranges/prioritizes workload to adhere to prescribed telephone coverage and set off phone timeframes to ensure that service standards are met at all times
- Coach, mentor and develop associates to meet full potential and leverage the training and tools available
8
Experience For Manager Client Solutions Resume
- Acts as a liaison between Commercial Banking and other areas of the Bank to problem solve and escalate on behalf of the client
- Serve as an active participant in all Client Service and Support goals and initiatives
- Ensure that regulatory compliance standard, policies and procedures are met
- Foster a culture of openness, intellectual curiosity, and ongoing improvements by a team of associates with a heightened sense of ownership and integrated thinking
- Drive business intent for initiatives that benefit the service organization, line of business and clients
- Support the digital agenda of the company
- Develop a strong understanding of the client’s business and demonstrate how Pointlogic’s solutions can assist them to achieve their business objectives
9
Experience For Manager, Client Solutions Vmi Resume
- Direct work experience
- Work with Nielsen’s Sales, Engineering and Product teams to deliver recommendations that wrap around our offerings
- Provide day-to-day support of the client’s needs
- Advanced knowledge of Dimensions and Microsoft Office
- Adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC,AML, and Privacy Laws), and any supplemental guidelines or codes of conduct applicable to SiT
- Present opportunities to help clients grow our business through consultative selling, in collaboration with the Client Business Partner and Local Client Solutions Leads
10
Experience For Manager, Client Solutions Resume
- Experience in a client service role in the media industry
- Strong knowledge of Nielsen’s Local Audio toolset (PPM Analysis Too/PDA Web)
- A passion for using data to solve business problems; demonstrate intellectual curiosity in solving mobile service business problems
- Familiarity with Audio and TV programming and program research tools and solutions
- Maintain an expertise in social media uses across key media types (TV, Sports Leagues, etc.)
List of Typical Skills For a Manager, Client Solutions Resume
1
Skills For Senior Manager, Client Solutions Resume
- Serve as an advocate for the CSS by employing clear & timely communications, fairness, influence and excellent judgment skills
- Plans, forecasts, and manages staffing levels effectively with teams that support his/her line of service within the business unit and across the enterprise
- Monitoring and consistently looking for ways to improve process flow and customer experience
- Building effective working relationships with Mortgage Brokers, BRMs, HFAs, HFLMs and other centers of influence
- Have previous experience working at a media company or advertising agency
2
Skills For Manager, Client Solutions CPG Resume
- Banking experience with particular exposure to commercial lending operations and documentation
- Extensive experience working in a client-facing role
- Experience motivating and driving team and individual revenue goal achievement
- Strong understanding of social media platforms including Facebook, Twitter and Tumblr
- Marketing or sales experience and/or training
- Experience and interest in driving sales and relationship building
3
Skills For Manager Client Solutions Resume
- Provide program ideation support to assigned sales teams and high-priority clients to help formulate innovative marketing strategies and promotional campaigns
- Experience in competitive intelligence and in depth interviewing
- Monitoring excessive or recurring retail lending compliance deficiencies and addressing as needed
- Ensuring direct reports are adhering to all privacy, FCAC, CDIC and anti-money laundering requirements
- Participating in business development activities with our partners including seminars, meet and greets, etc.
4
Skills For Manager, Client Solutions Vmi Resume
- Ensuring direct reports are adhering to the “Know Your Customer” (KYC) and Guidelines for Business Conduct bank requirements
- Dealing with escalated fraudulent activities and unusual occurrences
- Escalating issues/obstacles/trends to the Director, Client Solutions as appropriate with recommendations/solutions
- Finding appropriate resolution to escalations and exception requests from all stakeholders in the indirect customer onboarding process
- Ensuring CSA team is proactively contacting identified alternate leads to execute additional opportunities to win new primary customer relationships
5
Skills For Manager, Client Solutions Resume
- Understanding of ad sales cycles and industry
- Manage select marketing programs and custom marketing solutions while providing best-in-class customer service
- Present opportunities to help clients grow their business using consultative selling and negotiation tactics
- Pro-actively present opportunities to help clients grow their business using consultative selling and negotiation tactics
- Draft research instruments, including learning agendas, questionnaires and discussion guides which address the client’s research objectives
- Build client presentations that capture the client’s core business issues and the matching solutions that Nielsen’s capabilities can bring
- Plans daily activities and assigns tasks, ensuring all tasks arecarried out according to proper policies and procedures and are in
- Leads assigned advertising sales teams to understand and trackschedules for major initiatives and advertising campaigns. Monitors
6
Skills For Senior Manager, Client Solutions Resume
- Lead creation of client-facing deliverables that support product sell-in, showcase upcoming innovation or summarize the value our current solutions deliver
- Conduct client meetings to maintain the relationship, and to address inquiries on ratings and advertising data
- Assist in leading the day-to-day relationship with the client
- Work in tandem with the creative department on presentation design and format to make impactful visual presentations and documents for our national client base
- Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH)
- Current registration at the supervisory level with the Investment Industry Regulatory Organization of Canada (IIROC)
- In collaboration with the Director or Vice President, lead the overall day-to-day relationship with the client
- Build presentations that capture the client’s core challenges with ad sales and digital programming, and link them with solutions Nielsen’s products can provide
7
Skills For Manager, Client Solutions CPG Resume
- Act as an internal champion for the client by working collaboratively to coordinate efforts including case resolution management, data accuracy inquiries, usage reporting, contract renewals, negotiation, and amendments, and other support tasks
- Help support other members of the U.S. media team in managing other areas of the accounts within your vertical
- Continuously build knowledge of Nielsen’s solutions and roadmap, and articulate how Nielsen’s data can be used to improve business performance
- Attend meetings or events that are specific to the client and the media industry
- Establish and execute sound strategies in conjunction with the business unit president and leadership team that enable profitable growth
- Create a structure that fosters focus and accountability so that the line of service goals can be achieved
- Establish and implement key metrics and key performance indicators
- Participate in Company sales efforts, including planning new account strategies, prospecting for new accounts and within existing accounts, supporting sales calls, generating positive word of mouth, developing, approving and quoting rates, negotiating contracts, and closing sales
- Develop and recommend annual operating budget
8
Skills For Manager Client Solutions Resume
- Develop and manage a system of controls to ensure that service levels and operational performance goals are met within prescribed cost, revenue and profit parameters
- Assure that all accounts achieve predetermine profit standards
- Plays a significant role in providing the sales organization with in-depth product knowledge and training that they need to successfully and profitably grow his/her line of service. This role interacts with customers both pre and post-sale
- Works to develop new customer relationships and nurture existing customer relationships
- Maintain contact with customers in close coordination with and in support of Client Services, and the Business Development team
9
Skills For Manager, Client Solutions Vmi Resume
- Ensure the development of lean systems and continuously improving procedures for operations and managing the line of service, its employees and capital in a profitable manner
- Apply sound communication and motivational techniques, create programs to supervise, counsel, and when necessary discipline employees
- Maintain a workplace environment that achieves the corporation’s goals for employee retention and satisfaction
- Conduct client meetings to maintain the relationship, and to address challenges
- Act as an internal champion for the client by working collaboratively to coordinate efforts including case resolution management, usage reporting, contract renewals, negotiation, and amendments, and other support tasks
- Demonstrate strong, creative problem solving and analytical abilities
10
Skills For Manager, Client Solutions Resume
- Excellent organizational and time management abilities to meet project deadlines
- Display the ability to have strong multi-tasking capabilities
- Strong knowledge of technology used to support trading and service functions is an asset
- Experience in the digital advertising industry, account management or professional services
- 3-7yrs brokerage industry experience
- Manage analytics projects and data inquiries
- Partner with leadership within the client vertical/team to develop a comprehensive and achievable strategic plan for their business
- Continuously build knowledge of Nielsen’s solutions and roadmap, and how Nielsen’s data can be used to improve business performance
- Lead and manage a team of Client Solutions Advisors by
List of Typical Responsibilities For a Manager, Client Solutions Resume
1
Responsibilities For Senior Manager, Client Solutions Resume
- Client service experience with specific experience within TV
- Desire proven experience with CPG, Retail, and/or Food & Beverage sector
- Proven experience with Technology, Automotive, and CX sectors
- 3 to 5 five years marketing or sales experience and/or training
- Coach for excellence and spot areas of team or individual skill deficiency
- Strong knowledge of Nielsen’s national TV toolset (NPower/NNTV)
- Know the appropriate SMEs that need to be leveraged to create a happy customer experience and execute programs efficiently
- Demonstrated ability to be strategic, flexible, and agile in fast paced, high growth environment
2
Responsibilities For Manager, Client Solutions CPG Resume
- Understanding how to use the following platforms: online, social, tablet, smartphones
- Create compelling proposals, presentations and marketing collateral
- Accountable for driving team’s sales to meet revenue goals
- Familiarity with common agency reporting systems and tools
- Determine client-specific use cases based on individual client objectives
- Onboard new clients to the Nielsen Social platform & APIs
- Answer client data questions around the Nielsen Social metrics, methodology & use cases
- Aid in the preparation of network-, program- and brand-specific social analyses that leverage not only platform data but also custom data pulls
- Synthesize client feedback for internal product leadership
3
Responsibilities For Manager Client Solutions Resume
- Identify client prospects, prepare introductory materials and proposals, and coordinate with Nielsen’s legal and finance teams to process contracts
- Partner with leadership to develop a comprehensive and achievable strategic plan for each client account
- Build trust-based relationships with stakeholders at the client; strive to independently build deeper and wider relationships within and across client organization
- Develop and lead client engagements through designing, selling, executing and presenting analytic studies to meet client’s research objectives
- Match client business issues to appropriate Nielsen products/solutions
- Work well in an entrepreneurial environment with other highly driven colleagues and possesses a hands-on, roll-up-your-sleeves work ethic
- Willingness to travel up to 25-50% of the time
- Ownership of Go-To-Market activities for deployment of key company initiatives
4
Responsibilities For Manager, Client Solutions Vmi Resume
- Responsible for the dissemination of key information to national client service through regularly scheduled meetings. Includes
- Ensure the day-to-day execution of client engagements, ad have regular direct client interactions
- Lead through compassionate management and inspire a level of team excellence through a deep understanding of an individual’s personal development, career goals and change management
- Consistently lead through our LinkedIn values and culture, making team members aware and appreciate the common manifestations
- Onsite with client to build client relationship
- Conversant with Nielsen’s digital strategy
5
Responsibilities For Manager, Client Solutions Resume
- Knowledge of Nielsen’s total audience strategy
- Lead through compassionate management and inspire a level of team excellence through a deep understanding of an individual’s personal development and career goals
- Build a culture of inclusion and belonging for employees
- Be an expert of the components and best practices of LinkedIn Products, LinkedIn workflows, systems and execution
- Lead change management conversations with data
- Serve as a cross-functional lead for core sales team leadership and business partner teams (Sales, Ad Ops, Solutions, Marketing, Insights, Finance, Product and Legal)
- Master LinkedIn process execution and constantly optimize individual and team time resources
6
Responsibilities For Senior Manager, Client Solutions Resume
- Become intimately familiar with what is possible, where to get information, how to execute and what hidden pitfalls to avoid
- Leverage your industry knowledge and in-market relationships to foster growth within the Canadian market
- Experience in the digital advertising industry, digital media, agency/media account management and/or client-side marketing leadership with a focus on digital/social/content strategy
- Direct work experience
- Ensure day-to-day execution of client engagements and have regular direct client interactions
- Become fluent in both traditional TV and digital offerings, client needs and technical aspects in order to help the client understand and evaluate their cross platform audiences
- Be able to manage projects effectively in both team and autonomous settings
7
Responsibilities For Manager, Client Solutions CPG Resume
- Be able to work onsite at the clients on a weekly basis
- Directly manage up to 2 employees
- Solid knowledge of/experience with media specifically (Digital, Print, Events, Social & Mobile platforms). Print experience helpful but not necessary. Digital media experience necessary
- Extensive knowledge and understanding of the media industry, integrated marketing solutions, digital, mobile, and social media, as well as the entertainment landscape, emerging cultural trends, and the intersection of technology and media
- Proficiency in PowerPoint on either Mac or PC
- Proficiency in PowerPoint and either Mac or PC Platform
- Exhibits core behaviors e.g., interpersonal relationship skills, communication, creativity, analytical/strategic thinking, problem-solving, strong work ethic, positive attitude, takes initiative, & full-scale organization (over-arching to tactical)
8
Responsibilities For Manager Client Solutions Resume
- Communicate with individuals at all levels in the company and with various business contacts outside of the company in an articulate, professional manner. Ability to interface effectively with clients and support resources (e.g. tab, field, coding, etc.)
- Demonstrated excellence using iCARE attributes and CEM, and a track record of consistent success achieving financial results
- Multi-task and direct several projects simultaneously while maintaining project deliverables, quality, and integrity
- Capable of handling difficult client situations in a tactful and
- Excellent interpersonal skills and the demonstrated competencies to lead and motivate staff with an eagerness to contribute to the success of others through coaching and support
9
Responsibilities For Manager, Client Solutions Vmi Resume
- Subject matter expert spanning the full range of trading and market mechanics including options trading, products & services offered, processes, platforms, all systems including WealthNet, and the ability to support and guide staff in the effective use of these tools
- Familiarity with the agency landscape, reporting systems and tools
- Bilingual French/English or Cantonese & Mandarin/English is considered an asset
- Any other activities as required
- Collaborate with sales and marketing colleagues to develop integrated opportunities across digital, print, mobile, social, tablet, events and retail to maximize advertising revenue
- Accompany sales reps on sales calls to present marketing platforms and client-specific opportunities
- Contribute to a strategy for developing Time Inc. Beauty-specific ideas
10
Responsibilities For Manager, Client Solutions Resume
- Manage proprietary and syndicated research initiatives and projects; work closely with Time Inc. Research and Insights division to analyze research data and develop compelling marketing stories
- Experience in Client Onboarding across different client types (example: Corporate, Hedge Funds, and Financial Institutions)
- Some knowledge of regulatory requirements impacting onboarding
- Demonstrate knowledge of the Financial industry, including both B2B and B2C, with a deep understanding of how media platforms (TV, Digital, Social, On-The-Ground) work together to support one strategic concept
- Focusing on sales management activities including regular Individual touch bases, Observational coaching, group touch bases, sales meetings, and skill building sessions
- Ensuring consistent and quality service by CSAs to foster a relationship of mutual trust and confidence with our customers, mortgage brokers, Home Financing Advisors (HFAs), Broker Relationship Managers (BRMs), Home Financing Lending Managers (HFLMs) and other employees
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