Customer Service Manager

PAUL ANDREW STEPHENSON

***** *. ******* **.

Maricopa, AZ 85138 E-mail: ************@*****.*** Cell: 623-***-****

FINANCIAL ANALYST

A highly qualified, results-oriented analyst with broad and diverse experience in banking, finance, accounting, customer service, SAP financial information system with strong computer, Excel, Word, Powerpoint and Access skills.

EXPERIENCE

JPMORGAN CHASE, PHOENIX, AZ:

Business Analyst & Reporting Manager, March 2001 - April 2010

• Customer billing manager to our Federal and State Government clients.

• Accountable for accurate billing of customer base utilizing internal databases to extract data for completion and validation of customized billing and analyses reports.

• Responsible for customer service in the Public Sector division, duties included answering customer queries, problem solving and providing detailed reporting information on billing charges.

• Responsible for reconciliation of bank analysis systems and spreadsheet reporting.

• Responsible for all aspects of financial analysis and reporting including; profit planning; forecasting/strategic planning; business unit performance analysis; and customer profitability analysis.

• Use SAP to research, extract and analyze transaction data.

• Provided ad hoc analysis for senior management on issues such as variance analysis and product price analysis.

• Use MS Access to create and update customer data and print invoices.

• Validate lockbox Operations reported volumes & charges prior to submitting into our analysis system.

• Provide month-end analysis of revenue and expense performance against budgeted and forecast plans to Senior Management.

• Maintain vendor control database and track vendor invoices, charges, payment and purchase order setup.

• Provide accounting team with expense accruals and revenue accruals.

• Support multiple internal partners and customers across multiple lines of business, including research and problem resolution.

BANK ONE/AMERICAN NATIONAL BANK, CHICAGO, IL:

Sr. Financial Analyst, April 1999 – March 2001

• Responsible for all aspects of financial analysis and reporting including; profit planning; forecasting/strategic planning; business unit performance analysis; and customer profitability analysis.

• Provided ad hoc analysis for senior management on issues such as variance analysis, loan vs. lease analysis, and product price analysis.

• Conducted product price exception reviews of banking services to middle market customers.

• Developed and implemented Access database program for tracking price exceptions and product profitability for middle market customers.

• Developed an understanding of Bank products and pricing through ongoing working relationships with the cash management product and sales organizations.

FIRST CHICAGO CAPITAL MARKETS, CHICAGO, IL:

Investment Officer, December 1992 – April 1999

• Provided support in servicing existing client relationships and soliciting new business opportunities, involving meetings with finance directors and managers of municipalities. Provided ongoing support to customers for new business opportunities.

• Structured debt-financing options and pioneered the first Internet web pages to market an $80 million issue for Naperville School District. Constructed a web page for the District, providing information on the District, its Board, and how to buy bonds. This web site was highlighted in the Chicago Tribune, The Bond Buyer and The American Banker.

• In 1994, developed the First Chicago Capital Markets home page on the Internet. This web site received an OBE award for on-line banking excellence “Honorable Mention” 1996 Best Business Web Site.

• Responsible for request for proposals, drafting and editing the offering materials and various other duties that are essential to the execution and documentation process.

• Responsible for maintaining, publishing and creating web applications for department Intranet site.

• Developed and implemented spreadsheet and database programs for loan transactions.

FIRST NATIONAL BANK OF CHICAGO, CHICAGO, IL:

Industry Analyst/Health, Education & Municipalities, September 1984 - December 1992

• Prepared annual financial reviews of bank customers including financial ratio analysis; strategic and competitive assessments; and identification of operating issues.

• Analyzed and spread financial statements using custom developed spreadsheet models.

• Developed and maintained current knowledge of applicable technology through research, seminars and formal education.

• Implemented various PC spreadsheets using Lotus 1-2-3, to improve and facilitate financial analysis. Developed a covenant tracking system for universities and not-for-profit hospitals and designed a peer analysis program for hospitals.

• Developed and managed the loan covenant compliance tracking system; validated data; coordinated with relationship managers and credit analysts and translated covenant definitions into mathematical formulas.

SKILLS

Excel, Word, Powerpoint & Access / SAP financial information system

EDUCATION

DePaul University

Applied Communications, Inc., Omaha, Nebraska

Certificates, February 1997:

• ITS Environment Module

• BASE24-Telebanking Database/Processing Module

First Chicago

Certificate, October 1997:

• The Loan College Program

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