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Customer Service Manager

7728, United States
May 26, 2010

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Ed Koleshnick

*** ********** ****, ********, ** *7728

732-***-**** (


Highly efficient Operations Manager who specializes in motivating, training

and leading teams in the finance industry. Excels at providing outstanding

customer service, managing projects and building teams of individuals who

can solve problems and achieve results independently. An analytic problem

solver who excels at creating systems that reconcile complex financial

information. A team player who is diplomatic, persuasive and able to multi-

task, executing plans that meet the needs of multiple departments.


. Build and Lead Teams ( Create Processes and Procedures

. Hire, Train and Motivate ( Financial Reconciliations

. Liaison Between Departments ( Back and Middle Office Systems

. Client Service ( Risk Management / Financial controls

. Build Strong Relationships ( Trade Settlements


Deutsche Bank Securities Inc, Jersey City, N.J. October 1995 to July


Assistant Vice President of International Operations

. Proven ability to design and implement highly effective statistics to

monitor progress of resolution of fails and reconciliations of

Equities, Fixed Income, and FX trades in Europe, Emerging, Far East,

Latin America, and Canadian Markets valued $5 billion daily.

. Lead Customer Service team answering client calls amending trades

liaison with Middle Office, Trading Desks and Sales Representatives.

. Proactively managed team of 31 by motivating them through cross-

training, listening to their needs, demonstrating sensitivity, being

supportive and staying open minded.

. Trained and Managed Middle Office personnel for trade processing

procedures and functions. Coordinated all trade flow projects with

Front and Middle office.

. In a six-month period, increased world-wide customer satisfaction

ranking from 14th to 7th worldwide by creating teams and identifying a

point person for each client. Upgraded the client database and set up

queries to sort and provide daily reports that resulted in resolving

customer issues within 24 hours.

. Resolved all large valued trade discrepancies by setting up weekly

meetings and daily calls with Front and Middle offices and other

operations departments that expedited the time it took to settle

trades, resulting in freeing up $200m in cash per month for


. By analyzing client data and reconfiguring the data to fit the

custodian requirements increased the number of straight through

processing (STP) transactions that reduced custodian fees by $1.5

million annually.

. Reduced the number of individual trades from approximately 5000 to 500

per day in both the Brazil and Mexican markets by creating a trade

aggregation process with Middle Office that reduced custodian trade

volume charges by $5 million annually.

. Coordinated and organized major projects that involved switching from

20 old banks to 20 new banks. For each bank, re-routed 7 to 10

systems without any client repercussions working closely with Middle

and Front Offices that saved the company $2 million annually in fees.

. Set up and implemented procedures and reports utilizing existing back-

off system that allowed auditors to obtain detailed SOX compliant

information on a timely basis.

S.G. Warburg & Co, New York, N.Y. June 1985 to October 1995

Manger of P&S Department New Accounts and Trade Support

. Implemented 3 new systems for automating domestic trade input, and

monitored and trained team to process trades and use 4-eye procedure

that reduced input errors by 18%.

. Lead team to provide client and desk support settling all domestic

securities and bonds trades on all US exchanges that decreased the

number of fails (trade that does not settle on time) by 24%.

. Trained and coordinated team to reconcile internal and external

accounts, including differences between systems using problem solving,

research and investigating techniques, which reduced the number of

fines and loss of revenue to firm.

. Managed team in setting up and processing client account information

on systems and obtaining legal documentation in regulatory compliance

from clients insuring accuracy of data.





Courses in: Client Service, How to Deal with Difficult Clients, How to

Manage your Team, Financial Controls, and Money Laundering

Kingsborough Community College, Brooklyn, NY

120 Credits towards BS in Business Administration

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