Drew Firmender
About Drew Firmender
Drew Firmender serves as the Director of Customer Experience for the Corporates Market at Thomson Reuters, a position he has held since 2013. He has a background in education and research, with experience at Georgetown Preparatory School and the University of Scranton, and holds a Bachelor of Arts in International Relations, Political Science, and Communications from Boston College.
Work at Thomson Reuters
Drew Firmender has held the position of Director of Customer Experience for the Corporates Market at Thomson Reuters since 2013. In this role, he has been instrumental in managing customer experiences and ensuring client satisfaction within the Greater New York City Area. His responsibilities include overseeing the onboarding process for new clients and managing direct banking sector accounts. He has led significant initiatives such as the Station to Eikon Platform Migration Team, which involved the conversion of over 10,000 sheets for 3,200 unique platform users.
Education and Expertise
Drew Firmender earned a Bachelor of Arts degree from Boston College, where he studied International Relations, Political Science, and Communications from 2006 to 2010. His academic background provides a strong foundation for his work in customer experience and client relations. Additionally, he has experience in research and education, having worked as a Research Assistant at the University of Scranton and as a Summer English Language Instructor at Georgetown Preparatory School.
Background
Before his tenure at Thomson Reuters, Drew Firmender gained diverse experience in various roles. He served as a Research Assistant in Dublin, Ireland, for one month in 2010. He also worked at Boston College as an Assistant to Father Minister from 2009 to 2010. These roles contributed to his professional development and understanding of client needs and educational environments.
Achievements
Drew Firmender has made significant contributions to the Eikon Platform at Thomson Reuters. He led the design, creation, and distribution of over 13,000 Eikon Platform Content Cards and Contact handouts for client use. He was recognized as an Eikon Messenger Champion, where he assisted in onboarding over 2,000 new Equities Eikon accounts. His direct management of over 20 banking sector accounts involved overseeing the entire process from initial file collection to full migration and training.