Customer Service Manager
Resume:
** ****** ******* ****** ****** (***) ***-
Buffalo, NY 14206 abm52z@r.postjobfree.com, abm52z@r.postjobfree.com
Objective
To obtain a position that will enable me to use my strong organizational
skills, educational background, and ability to work well with people.
Excellent detail oriented skills.
EXPERIENCE
Citigroup WorldLink Operations Getzville, NY 2007 to Present
Senior Operation
o Managed a file monitoring process for Citigroup's Worldlink highest
revenue clients like Google, IBM, Federal Reserve Bank and Exxon Mobil,
leading to decreased risk and higher customer satisfaction.
o Managed daily production and communications for Woldlink processing,
Global check services, supporting day to day operations.
o Primary contact for all productions and processing issues as well as
investigations for all file inquiries.
o Notify all respective Service centers regarding rejects and
cancellations for file, SWIFT and CITIDIRECT clients.
o Process level one OFAC, Foreign currencies and USD funds transfer
payments (Wire) on daily basis
o Support Semi Annual Escheatment process for variety of states providing
detailed information to vendor and meeting strict deadline.
o Support client's platforms like SWIFT, CITIDIRECT and FILE.
o Process and released Remote check payments on daily basis to different
print sites including PNC and BAT for further distribution.
o Continently working on to Return Postal mail (RPO's) on daily basis and
notify service centers if needed.
o Currently working on to build MIS for File operations. In the process I
am recording check volume for all print locations by monthly basis
included, Pegasus, Perot.
o Create and update PCM for File operations team.
M &T Bank
Buffalo, NY 10/06 -
02/07
Commercial Loan Processor
o Review the set-up and maintenance of commercial loans
o Maintain and analyzed error tracking systems, General Ledger and reports
o Customer Service, correspondence with loan officers and service reps.
Analyze loan packages, Accounts receivable and payables.
HSBC Mortgage Corporation
Buffalo, NY 08/05 - 09/06
Mortgage Closer
o Prepared & Analyzed Financial credit data
o Internal Auditing and prepare residential closing documentation for
customers
o Ensured compliance with underwriting conditions
o Managed customer service calls and performed post-transaction
monitoring.
SJ&I Corporation
Buffalo, NY 07/04 - 08/05
Manager
o Handle Accounts Receivable & Accounts Payable
o Supervised Accounting Department and Analyzed ledgers & Reports
o Internal Auditing
o Customer Service and Processed sales Transactions
NOVA STAR Home Mortgage
Tonawanda, NY 01/04-07/04
Mortgage Processor
o Obtained and Analyzed clients financial credit data
o Administrative duties and received customer service calls.
Education
o Bachelor of Science 4 years degree, in Business Administration form
State University of New York, May 2004
o Associates in Science Business Administration
o Certificate programs in Financial Analysis and Management Information
Systems.
Computer Skills
o MS Office (Excel, Access, PowerPoint, Outlook)
o Java Programming
o C++ Programming
o Advanced Internet Skills
o Database Management
Competencies
o Constructive Data Mining and Analysis - Ability to extract, interpret and
communicate useful information from raw data. Proven experience in
providing practical analysis used in making decisive business decisions.
Instrumental in bringing positive change to the operational environment.
o Effective Communication Skills - Able to explain Experienced in leading
global complex concepts in a clear and concise matter, through both
written and verbal methods. Experienced in external and internal service
center calls. and provide them useful information.
o Strong Project Management Skills- have demonstrated success at planning,
organizing, and managing resources with the goal of completing specific
product objectives.
o Deliver Constructive information to the clients - proven success in
identifying and providing useful information to the clients. Process and
monitor large value files for Remote checks, Funds transfer ACH Mass Pay
and Western union Cash payments to profitable clients like Google, IBM,
Microsoft and Bundesbank.
Accomplishments/Awards
o Provide sufficient information to the NextGen project team in order to
do testing, static data migration for sensitive client's who has a new
processing platform for World link.
o Established the mass pay credit limit monitoring and manage FRB file
monitoring process on daily basis
o Amassed a wealth of knowledge in global payments. I have positioned
myself as a subject matter expert in global transactions through cross-
functional interaction and by leveraging contacts bank-wide.
o Nominated by colleagues and Managers for STAR Team Award five times
Additional Information
Fluently spoken English, Urdu, Punjabi, Hindi and Arabic
References Available upon request
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