Customer Service Management

Adrian Coard

**** **** ***** ****** ********, NY 11236 917-***-**** ********@*****.***

PROFILE:

Motivated, personable business professional with over 20 years experience in a Bank environment. A wide array of

administrative, clerical & supervisory skill sets in diverse settings. Accustomed to handling sensitive, confidential records and

being diplomatic and tactful with professionals and non-professionals at all levels and in all situations. Demonstrated history of

producing accurate, timely work meeting stringent policy & procedural requirements.

Proven leadership capabilities. Flexible and versatile – able to maintain a sense of composure and think clearly under pressure.

Poised and competent with demonstrated ability to control and contain firm liability. Excellent team-building skills. Ability to

lead both short term & long term team projects. Ability to supervise mid sized departments.

SKILLS SUMMARY:

1. 7. 13. MicroSoft Office Suite

Supervisory Oversight Euroclear Settlement

2. 8. 14. Professional Multi-Media

Account Research & P&L Reconciliation

9.

Reconciliation Presentations

Regulatory Compliance

3. 15. Outsource Training

Risk Management 10. FOBO Operations

4. 16. International Finance & Tax

Financial Statement Analysis 11. Customer service

5. Law Regulations

Cash and Nostro Settlement 12. Systems Integration

6. Adjust Stock Record breaks

EMPLOYMENT HISTORY:

RTEC INTERNATIONAL LLC.

6/2009 - PRESENT PROPRIETOR

DEUTSCHE BANK SECURITIES INC.

5/1997 – 6/2009 GLOBAL TRUST OPERATIONS ASSOCIATE

PROFESSIONAL EXPERIENCE:

ACCOUNTING / ADMINISTRATIVE:

1. Risk Management: Identify, assess and mitigate risks associated with processing financial transactions.

2. Reconcile firm accounts and limit firm liability.

Daily internal control & suspense account reporting, balancing & reconciliation.

3. Oversee Front-office / Back-office operations; books matching.

4. Prepare & disseminate spreadsheets detailing transaction effects on customer accounts & firm accounts.

5. Utilize internal & external processing systems to facilitate customer & firm instructions.

6. Process book entry & certificated exchanges (i.e. Mandatory & voluntary exchanges, full & partial calls, stock splits,

etc.) through bank & transfer agents, brokers and clearinghouses (DTCC, Euroclear, etc.).

Customer Service / Problem Solving

7. Answer inquiries from traders, client service representatives, and vendors.

8. Research account discrepancies with clearinghouse, depositories and transfer agents.

9. Provide impeccable customer service to Front-office / Back-office operations units.

Research proprietary firm & client account discrepancies.

Analyse problems and develop creative solutions.

Supervisory management

1. Manage all aspects of day-to-day operations.

2. Supervision of a group of 4 – 8 employees. Employee evaluation, retention and oversight.

Coordinate daily group assignments & workflow.

3. Maintain control of all deadlines, expirations & time critical transactions.

4. Accept, verify, validate & submit client instructions to Banks, Brokers & Clearinghouses.

5. Ensure compliance with corporate policies & procedures and all regulatory requirements (i.e. S.E.C.)

EDUCATION:

City College of New York (CCNY) -

+75 credits towards B.A. in Political Science

New York Institute of Finance -

Courses: “After the trade is done”, “Reorganization 101”, “Reorganization 202”

KingsBorough Community College -

National Restaurant Association ManageFirst Program: Customer Service & Hospitality

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