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Customer Service Manager

Location:
Bellevue, WA
Posted:
January 25, 2015

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Resume:

Rafael C. Piniasz

253-***-**** abmd1d@r.postjobfree.com

SUMMARY

Goal-oriented, driven and accomplished associate with over fourteen years of experience with a Global leading

investment organization. Experience in operational, supervisory, administrative, customer service, vendor management

and project planning for a fast paced work environment. Outstanding interpersonal and teamwork abilities with

exceptional analytical, problem solving and detail-oriented skills. Excel in:

• •

Mergers and Acquisition Coordination Bloomberg/Factset/Reuters

• •

Proxy and Class Action Coordination Client Support

• •

Project Planning and Oversight Data Management and Reporting

• •

Supervisor Duties Resource And Schedule Planning

• •

Procedure Documentation Trading Reconciliation

PROFESSIONAL EXPERIENCE

Russell Investments, Seattle, WA 2014 –

PRESENT

Trading Analyst – Russell Investor Operations

Daily support for the Investment Division Portfolio equity and fixed income teams in reconciliation of portfolio positions

and cash balances on a middle office accounting platform. Ensured that accounts reflect precise security and cash balances

to help execute accurate trade decisions. Duties included identifying and communicating details to the trading teams of

any potential breaks that will impact daily or future trading activity, working with custody to fix errors in reporting. In a

two month period was able to resolve all legacy breaks for over 140 different accounts.

Review and oversight of Russell corporate actions across all accounts to confirm they were executed and on time in order

to optimize Russell performance across all custody platforms. Actions related but not limited to were tender offers, rights

offering, merger term considerations, stock distribution and exchange offers.

Enhancing and developing of procedures and controls for all business support processes, in order to safeguard adequate

controls and satisfactory segregation of duties are in place. Established that correct cross-training opportunities are

exercised and followed with-in the team.

Worked on dividend matching, coupon payment and tax table enhancements, which lead to decrease in custody breaks by

50% on the daily reporting platform. The enhancement improved daily processes by eliminating unnecessary break noise

and provided a shift in focus to true cash and position breaks that could be identified and communicated promptly to the

trading teams.

Russell Investments, Seattle, WA 2010 – 2014

Senior Russell Index Analyst/Shift Supervisor – Russell Indexes

Team supervision and scheduling of daily tasks for a team of ten associates. In charge of ensuring that daily assignments

are completed and on time, with accuracy and that all daily deadlines are met. The tasks included daily, monthly and

quarterly including annual index rebalance.

Actively participating on a platform consolidation project that ultimate goal is to combine Russell domestic and global

index systems into one. Responsibilities included meeting with the strategy team, project scoping of each task and

mapping it into short sprints that can be consumed by the development team.

Rafael C. Piniasz

253-***-**** abmd1d@r.postjobfree.com

Product enhancement for one of the key Russell revenue products, streamlining it into an automated task that saved 20 to

30 hours of associate work when it was first implemented. Providing detail documentation that included zero revision in

the past year.

Successful training of new associates into daily responsibilities that included going over the tasks, mentoring and

providing feedback, guidance and problem solving solution.

Provided numerous enhancements to daily production that ranged from better way of extracting information that can be

used in downstream products, ensuring that checks and balances are accurate and all deliverables have been provided to

clients. Improvement of daily team schedule that utilized the maximum staff on hand to complete the task which included

reshuffling of daily tasks to better utilize team straights. Implemented an Operation SharePoint site that acts as a daily tool

and also as a reference point that is utilized by the entire Ops team.

Russell Investment Group, Tacoma, WA 2007

– 2010

Business Analyst – Investment Division

Proxy Voting Coordinator, acted as the central point of contact for both the Proxy Committee and Proxy Administrator.

Responsible that votes for all Global Russell funds were submitted on time and were correctly executed applying the

proper guidelines. Validated account set-up with the administrator for new and existing funds. Generated and presented

quarterly reporting to the Proxy Committee on current events in the field and new trends. Filed to meet regulatory

requirements the annual SEC 13F filling.

Class Action Coordinator, acted as the intermediate contact to the Class Action Administrator and the Class Action

Vendor. Responsible for accurate reporting on class actions and account set-up with the administrator for all Global

Russell Funds past and present. Resolved questions and issues that came back from the Class Administrator for any

discrepancies that were found with the data which included working with the custodian and the vendor on a fast

resolution. Ensured that proper funds were credited with the proper monies that were received as part of the class action

disbursement.

Securities Lending Program oversight and reporting. Improved the timing and accuracy of daily, monthly and quarterly

reporting. Responsibilities also included providing accurate and time sensitive reporting on an ad hoc basis that were used

in quarterly Board Reporting materials and Russell Funds prospectus.

Oversaw proper fire/hire of Investment Manager communication for all changes to the Russell Mutual and Trust Funds

including fund mergers and new fund launches. Acted as the central person between the Portfolio Managers, Transaction

Team, Custodian and Money Manager which included scheduling meetings, ensuring all documentation and

communications were provided accurately to company wide associates.

Filled-in as back-up for all Foreign Registration tasks that applied to the Global Russell Funds. Tasks included working

closely with the proper governing body of various countries and the custodian to make sure that the proper documentation

was in place for the Money Managers to trade in those markets.

Validated that all policies and procedures were up-to-date and met compliance approval which involved working with

internal and external compliance officers.

Rafael C. Piniasz

253-***-**** abmd1d@r.postjobfree.com

Russell/Mellon Analytical Services/Russell Investment Group, Tacoma, WA 2001 – 2007

Russell Index Analyst II – Russell Indexes

Daily research of SEC fillings and industry related media outlets pertaining to probable capital changes to the members of

the Russell 3000E universe index. Increased client satisfaction by reviewing and providing answers to any questions that

were received from clients or the Client Service Team. Worked on resolving complex merger and acquisition terms which

were then applied to the indexes.

Delivered accurate and time sensitive data products and ad hoc requests to clients, client services and company wide

associates through web-based communication database, email and/or fax on daily, monthly, quarterly and annual basis

relating to the Russell Index.

Participated on seven successful annual Russell Index reconstitutions. Tasks included; research of companies SEC fillings

to ensure proper float adjustments and share position, delegation of research to other associates, project planning and

assigning crucial tasks to team members, monthly portfolio pulls using Bloomberg, FactSet and other vendor files for

probable new constitutes, validation of new style probabilities and proper industry and sector classification.

Completed various product enhancing projects that increased value to Russell clients and internal validation processes.

Assisted in various team testing aspects that resulted in a successful migration into new system environment and

subsequent enhancements.

Frank Russell Company, Tacoma, WA 2000 – 2001

Mutual Fund Client Services Assistant – Russell Investment Services – Internship

Contributed on two successful new fund launchings by assisting the project manager with various tasks including testing

of account set-up with the custodian, organized and scheduled meetings and taking meeting notes.

Responsible for time sensitive and critical projects such as reconciliation of monthly accounting ledger for the funds, daily

pricing and net asset value of the funds for accuracy, compliance and reporting purposes.

Completed quality assurance testing on new accounts and trading forms with the custodian that eliminated any issues and

provided feedback that customers and clients access the information with ease.

Executed compliance reporting. Review and provided recommendation that day-to-day procedures are accurate.

Attorney General of Washington State, Tacoma, WA 1999 – 2000

Consumer Resources Representative

Evaluated consumer complaints and provided issue resolution to residence needs.

Dispensed mediation services to consumers and business. When applicable provided assistance that resulted in mediation

of the complain between the customer and the business.

Researched possible changes in laws through state legislature and initiated legal action on subjective evaluations of

resident complaints for prompt and reliable resolution.

Rafael C. Piniasz

253-***-**** abmd1d@r.postjobfree.com

EDUCATION

Saint Martin’s University - Lacey, WA (formerly Saint Martins College)

2001

Bachelor of Arts – Business Administration – Concentration in Finance, Marketing & Economics.

SPECIAL TRAINING AND SKILS

• • •

Microsoft Office products Eagle PACE and Eagle STAR Bridge/Reuters Station

• • •

Visio Rumba Mainframe SharePoint

• • •

MS Project DB2 Bi-lingual – English/Polish

• • •

SQL Jira Bloomberg



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