Customer Service Management

Barry Phillip

**** **** **** ****** *** #*** Brooklyn, New York 11224 718-***-****

*************@***.***

Sr. Client Service Administrator

Key Account Management / Relationship Management / Internal Controls / B2C

Process Improvements / Problem Resolution / Administrative Support /

Performance Metrics

I am a committed client representative, focused on retaining both

institutional and publicly traded accounts. Collaborating with internal

organizations, I ensure the highest level of customer service and

satisfaction, to build and retain client loyalty. I strive for perfection,

encouraging and motivating team members while building both staff and

management confidence.

My key skills include:

. Managing key accounts, with high level of accuracy and integrity

. Monitoring account activity to ensure regulatory compliance and loss

mitigation

. Building high-performance teams while leading by example

. Developing and implementing internal controls to optimize performance

. Preparing client portfolios and orchestrating asset transfers

I have earned a BBA in Business Administration from Baruch College in New

York. Colleagues have said I possess the ability to communicate complicated

concepts in an understandable manner, matching the message to the audience.

Software skills I have working knowledge include MS Excel, Word, Outlook,

Lotus Notes and I-Portal.

Selected Accomplishments

EXECUTED ACTION PLAN, RECOVERING MILLIONS OF DOLLARS. JPMORGAN CHASE HAD

EXCESSIVE AMOUNT OF UNCOLLECTED FUNDS. AS KEY PART OF RECOVERY TEAM,

IMPLEMENTED COMPREHENSIVE RECOVERY ACTION PLAN, INCORPORATING NEW

PROCEDURES AND ENFORCING C-LEVEL CORPORATE AUTHORIZATION FOR TIGHTER FISCAL

CONTROLS. RECOVERED $3M.

Implemented strategic action plan, salvaging client account. Key JPMorgan

Chase client required account audits and reviews within short time frame

was in danger of losing client. Implemented quick recovery plan

accommodating client requirements and audits. Retained loyal customer,

mending relationship between client and company.

Developed internal controls, enabling accurate, reporting of cash flow.

JPMorgan Chase had problems with late data entry updates, negatively

impacting company cash flow. Developed process for internal controls,

reducing late entries and delays. Improved on-time reporting performance by

5% and ensured accurate cash flow reporting.

Initiated quick response, securing business. JPMorgan acquired new client

who demanded quick program installation and turnaround. Initiated/managed

quick response team that collaborated with internal and external

organizations. Installed complete process within the customer time frame,

winning customer support and building customer loyalty.

Identified problems, retaining key customer. Computershare Ltd. experienced

an unfortunate incident that threatened the relationship with an important

customer. Identified problem and orchestrated/implemented a corrective

action plan to resolve customer concerns, reducing possibility of future

problems and restoring B2C relationships.

Career Summary

CLIENT SERVICE ADMINISTRATOR, 2006 TO 2010. JPMORGAN CHASE, A $100B GLOBAL

LEADER IN THE FINANCIAL SERVICES INDUSTRY. MANAGED CUSTOMER RELATIONSHIPS,

AND PROVIDED ON-BOARD INFORMATION UTILIZING BOTH INVESTMENT AND

SUBSCRIPTION AGREEMENTS. AUDITED AND MONITORED $500M MONTHLY TRANSACTION

ACCOUNTS, PERFORMANCE AND INTERNAL OPERATIONAL METRICS.

Senior Account Administrator, 1991 to 2006. Computershare Ltd. a $1.5B

global market leader and expertise in data management, high volume

transaction processing and stakeholder engagement. Managed key customer

accounts, developed proxy reports and ensured B2C transaction accounts were

managed correctly and met target delivery dates.

Earlier: I have held positions as Accountant and Analyst for Oxford Capital

Securities, Rochdale Insurance Company and Addecco.

Additional Activities: I enjoy play tennis, golf, hockey, basketball,

baseball and football.

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