Customer Service Manager

AVAL R. BROWN

** ***** ******* *****

Franklin Township, NJ 08873

Home: 732-***-**** ab88wf@r.postjobfree.com Mobile: 732-***-****

EXPERIENCE:

*/** – Present Morgan Stanley New York, New York

Director Specialist – 1/2012 - Present

* Direct overseas team to ensure domestic settlements functions are performed correctly

* Analyze firm's stock loan borrow requirements for borrowers over $20 million

* Manage and reconcile DTC suspense accounts while ensuring reclaims are processed

* Strategize with business units to cancel incorrect trades and expedite clearance of aged fails

* Review employees and contingent workers entitlement to front end applications, back end systems, mailgroup

membership to stay in compliance with the Federal Reserve Bank and SOX regulations

* SOD (Segregation of Duties) review and evaluate assigned conflicts to ensure firm compliance

* Monitor and provide monthly capacity/constraints metrics for North America security settlements while tracking productivity and staffing needs

* Work with Business Units and Operations to compile Key Performance Indicators (KPIs) and metric reporting scorecard

Director, North America Security Settlements – 1/2010 – 12/2011

* Business management liaison between North America and European business units

* Manage employee career development for North America Settlements team

* Supervise the day to day unsecured equity and fixed income fails, Treasury Market Practice Group (TMPG) and

Mortgage Backed Security (MBS) claims

* Ensure reporting of monthly metrics, manage departmental budget, head count and billing

* Manage team reconciliation of all firm cash and stock accounts, including opening and closing accounts

* Created and implemented proprietary Access SQL queries / Excel macros to capture monthly metrics, data analysis and fail reporting

* Provide management monthly capacity and constraint reports; review and sign-off on month end account balances

* Review departmental procedure documents to ensure SOX compliance

* Create and maintain formal operations procedural documentation, Written Supervisory Procedures (WSP)

* Responsible for the processing, settlement and control of DTC FID and Equity eligible security transactions

* Research and expedite the clearance of unsecured DTC SPO charges

* Identify trade discrepancies, ensure timely resolution through interaction with internal/external stakeholders

* Research corporate action payments

* Participate in recurring management risk calls

Senior Manager/Manager, ADR Conversions – 12/2004 – 12/2009

* Manage and oversee all settlements operations and negotiate ADR reduction fees with depository banks

* Develop and manage up to 5 members of team, goal setting, reviews and mid-year/year-end evaluations

* Provide customer service to all business units related to GDR's, ADR corporate actions, REG's,144A's, ORD's,

Common stocks, Fixed income products, Convertible bonds, ADR's and fungibility questions, also responsible for

managing ADR cost across all markets and the risks associated within those markets

* Build and maintain partnerships within the line of business and across other corporate financial groups

* Liaise with clearing counter-parties / depository banks and Global operations trading team to resolve all ADR/ORD

trade settlement, booking issues and corporate action

* Balance, control and reconcile stock and cash breaks, provide assistance to ADR Controller with

Monthly ADR savings, P&L and billing analysis

* Participate in weekly risk management team meetings for new initiatives and risk issues

* Develop and maintain Access SQL queries / Excel macros to generate Monthly ADR metrics and reports.

* Responsible for all Global and Non-Global ADR product settlements; Review and setup swift settlement instructions to process ADR conversions between international and domestic markets

* Work closely with IT and provide assistance to business units in starting new ADR business

* Manage end of day DTC funding and closing

* Request stock loans to cover failing trades

Associate, International Settlements – 7/1996 – 12/2004

* Interfaced with various securities depositories, vendors, global custodians and brokerage firms to resolve trade issues

* Request trade corrections and verification of Stock & Cash dividends

* Directed all aspects of the reconciliation process including research, follow up and timely resolution issues

* Knowledgeable in reconciliation of DTC stock, P&L,CNS/GSCC cash and stock, broker-fail accounts, ADR

Conversions, as well as Foreign and Domestic Equity and Fixed Income settlements

* Developed and maintained relationships as the primary contact with Europe, Asia and Latin America

* Responsible for identifying potential financial and regulatory issues and escalating as needed

* Maintained thorough knowledge of domestic and international brokerage operations as well as a strong

understanding of industry regulations and regulatory agencies

5/94 – 6/96 National Discount Brokers New York, New York

New Accounts Manager

* Managed and supervised eight members of New Account Team; ensured quality control

* Reviewed and distributed all incoming applications; Oversaw and approved the opening/closing of accounts

* Opened mutual fund accounts, determined eligibility and approved option and margin account applications

* Processed W8 and W9 tax withholding forms; credited appropriate accounts with excess tax-withholding funds

* Restricted all accounts that were ineligible for trading and interacted with the clearing firm to update database

* Possessed full knowledge of all operational functions, which included ACAT, Cashiering, Trade Support, IRA, Margins and Customer Service and maintained knowledge of quotes and provided them to clients when necessary

3/89 - 5/94 Chemical Bank New York, New York

Senior Computer Operator – 12/1992 – 5/1994

* Responsible for the operation of IBM 3890 Document Processors, which processed all incoming bank checks

* Ran daily production cycles; processed on-line and off-line documents; responsible for turnover log sheet

* Accountable for microfiche creation cycles for all processed checks, verification of the returned developed tape and labeled/filed into an organized library system; this responsibility extended to ten operational systems

Data Control Specialist – 3/1989 – 12/1992

* Processed international deposits into Chemical banking system and received daily deposit ticket information for each account; entered transaction data into an on-line IBM PC workstation environment

* Interacted with brokers to obtain daily “buying rate” used to convert Canadian dollars into purchased US dollars; Generated daily and monthly reports summarizing all transaction data for the period; Produced a daily report indicating missing, lost or delayed shipments.

* Used IBM 278 Telex Info Display System to prepare and send on-line telex messages to other banks regarding errors, credits or customer requests

EDUCATION:

8/86 - 6/89 DEVRY UNIVERSITY Woodbridge, New Jersey

* Completed courses toward Bachelor of Science in Computer Science

COMPUTER SKILLS:

* Hardware: IBM PC and MAC

* Software: Windows XP and NT, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint

* Databases: RUMBA, Quotron, Bloomberg, Internet, DTC PTS, Bony, Euroclear, Euclid, Clearstream, Crest, Swift message

CERTIFICATION & OTHER SKILLS

* FINRA Operations Professional - Series 99 (March 2012) Certification ID 6094

* DTC, Euclid, EuroClear and Clearstream Settlements

SELECTED ACHIEVEMENTS:

* Through strong established relationships with transfer banks, average annual conversion savings of $3M - $5M which resulted in creating a profit center within operations for the firm

* Elected to head up a task force to reconcile unsettled cash and stock differences between broker dealers and various internal accounts

* Worked with IT to develop settlements tool for TMPG and MBS claim process

* Created and implemented Access databases for the TMPG, PBOI and client conversion process

* Developed an automated shared web link to include claims, research, status and potential issues enabling the team to better monitor risk and report our exposure to the financing desk as well as senior management

* Organized ADR training sessions with external transfer banks for various business units within Morgan Stanley

* Implemented Straight Through Processing (STP) which eliminated manual processing of Fixed income realignment paperwork, and reduced the number of transfer agents needed to settle trades

* Successfully worked with management to combine the Fixed income and Equity realignment business into one

* Effectively instituted the ADR intranet; functions included researching all market risks, conversion fees and tested logic to ensure data accuracy

* Recipient of the Morgan Stanley Award for Excellence 2005-2006

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