Customer Service Data

J o a n n e W h e l a n

** ******** *****, **********, *****, CM1 4XD

Home: 012**-****** Mobile: 077**-******

Email: *******@*******.**.**

DOB: 29th June 1974

Financial Services Skills

OTC (over the counter) Rates, Credits and Equities products.

In-depth knowledge of Markitwire which allows single day confirmations and

straight through processing.

Clearing (Interbank and Client) on LCH, CME, ICE and SGX exchanges.

Good understanding of FX markets and financial services.

Excellent leadership and management abilities within financial client

services support.

CAREER HISTORY

Jan 11 - Present

Senior Client Relationship Executive/Trade Support

Markit

> Develop and manage day to day client relationships with banks, fund

managers, end users, brokers and clearing houses.

> Support the full trade life cycle including post trade events from

allocation and matching process.

> Acting as first point of contact for trade related queries.

> Identifying and resolving trade booking errors.

> Manage internal relationships. Working alongside internal teams to

communicate business impact of market changes to relevant areas of the

business

> Attend meetings and conference calls with banks where required.

> Testing functional specifications for system enhancements. Support

internal testing and client UAT testing cycles.

> Static data entry, including counterparty data, legal entity data,

financial instruments etc.

> Support Clearing between Swapclear Members and client clearing.

> Client on-boarding and consultation and platform training.

> Managing projects.

June 07 - Dec 10

OTC Derivatives Client Services/ Team Leader

Markit

> Monitoring client query queues on Salesforce, diagnosing and resolving

any resulting trade exceptions or errors by working alongside other

departments to provide resolution in a timely manner.

> Ensuring operational efficiency and providing priority clients with a

direct point of contact for escalation purposes.

> Highlight process inefficiencies and ensure adherence to client SLA's

/ requirements.

> Production upgrades, recording and testing faults.

> Static data entry and updates for account openings, trader/tracker

permissions, legal entities, portfolios, MCA's, and MIS reports.

> In-depth knowledge of the trade lifecycle on the Markitwire product,

including client clearing, affirmations, allocations, novations,

prime brokered and broker deals.

> Trade support for Rates, credit and equities.

> Support Markitwire Deal Tool Matcher, Deal extractor and the Bulk

Action Tool.

> Accomplished in training clients and new staff. Motivating my team to

provide a high level of customer service.

Feb07 - May 07 Travelled around Europe

June 06- Jan 07(Contract)

Market Data Business Administrator

Deutsche Bank

> Validated, reconciled and processed all incoming Market Data invoices

using MDM, P2P and TRIM.

> Managed relations with market data vendors, dealt with all incoming

queries relating to invoices, ensured correct delivery of services and

correct charging.

> Processed MDM updates, moves and changes, starters and leavers and

cancellations.

> Maintained data in MDM, Market data and market data IT costs, ensuring

data was correct at all times.

> Ran reports and queries using Excel (pivot tables, wizards).

Sept 05-Mar 06(Contract)

Financial Markets Executive

Reuters

> Had 2 months intensive training on Reuters 3000 xtra (Kobra and PPro)

and financial markets, this enabling me to carry out my duties to a

very knowledgeable and professional standard.

> Logged all client calls accurately, promptly and efficiently using

Siebel.

> Tracked outstanding queries liaising with other departments when

necessary to get answers and track progress.

> Provided high quality first and second line telephone and email

support on all data and functionality issues.

> Account managed a broad portfolio of clients building excellent

relations.

> Offered comprehensive advice and help to clients enquiring about core

Reuters products and services.

Apr 02-Aug 05 Travelled around Asia/Australia

Oct 00-Apr 02(Contract)

Helpdesk/Market Data Support

Barclays

> Responded to incoming helpdesk queries using Siebel.

> Monitored and progressed fault call resolution.

> Ensured internal and external customer and client expectations were

consistently exceeded.

> Made sure, projects were within budget and deadlines were met.

> Managed permissoning of Reuters and other Market Data Services,

updated the DAC'S system.

> Dealt with technical issues such as testing and installing software

(Birds and Reuters), configured desktops.

> Maintained and enhanced knowledge of products, data, financial

markets.

> Implemented new business and development strategies.

Dec 97-Sep00

Helpdesk/Team Leader

Bloomberg

> Responded to incoming helpdesk queries.

> Ran through the fault with customers worldwide using various

troubleshooting methods.

> Made sure faults were dealt with within the timescale and were dealt

with promptly and efficiently.

> Provided internal user training on Bloomberg technology.

> Provided prompt notification of service problems to affected users as

well as regular updates.

> Motivated and developed my team.

Sep 96-Sep 97 Travelled

Jul 95-Sep 96

Helpdesk Operator

GoldmanSachs(Iqual)

> Dealt with calls from traders and off floor users.

> Ensured efficient call logging using Quetzal.

> Liaised with various groups of engineers and support staff.

> Made sure all calls were dealt with promptly and efficiently

> Trained temporary and permanent staff on the helpdesk.

Jan 93-July 95

Customer Services Manager

Current Science Ltd

> Dealt with all customer enquiries and complaints.

> Liaised with subscription agencies and personal subscribers both face

to face and in writing.

> Held presentations and meetings.

> Marketed the company's products.

> Built excellent relationships with clients and potential clients.

EDUCATION

1985-1990 Albany School O Levels

English Literature B English Language B Business Studies A

Maths C Sociology B Drama B

Biology B Computer Studies A

Jan 91-Dec 92

Cranbrook College Business

Administration

NVQ Level 2 (Financial)

RSA - Commercial Typing Course

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