Customer Service Project Manager

Maria J. Osorio

**** ***** ****** #***, ********, NY 11209

718-***-**** home - 917-***-**** cell

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

PROFESSIONAL SUMMARY

_____________________________________________________

Business Professional with extensive experience in banking and financial

services.

Ability to multi-task in dynamic, fast-paced environment.

Highly motivated with demonstrated ability to manage conflicting priorities

and requests.

Strong written and verbal communication skills.

Ability to be assertive, take initiative and act as a proactive team

player.

Strong client focus and ability to effectively build relationships and

establish trust, respect, and confidence.

Solutions-focused, able to sort through information and develop concise and

clear solutions quickly.

PROFESSIONAL

EXPERIENCE____________________________________________________________

Smith Barney, Citigroup

New York, New York

Assistant Vice President - Operations Associate

2007 - 2008

Supported the portfolio servicing of all managed account products for the

Private Bank and Private Trust within the U.S., Asia, Latin America and

European regions.

Selected Contributions:

Supervised and coordinated the daily activities of the six member Smith

Barney Private Bank Branch Operations team.

Acted as lead subject matter expert and liaison to bridge Smith Barney and

the Private Bank.

Performed key role in organizational project teams and initiatives to

review the managed account process flow and streamline the new account

opening process.

Represented the business unit in all required or relevant Risk/Control

meetings. Responsible for completing audit control risk assessments and

business continuity plan testing.

Met weekly with senior management to review activities of the team, project

statuses, strategic goals and prioritization.

Assistant Vice President - Associate Project Manager

2005 - 2007

Business side website application development for the Smith Barney Online

Strategy - Interactive Marketing group. Managed projects through all

phases of the project life cycle from defining the business requirements to

project implementation. Participated in Change Management/Production

changes. Managed the day-to-day functionality of client transactional

applications such as the Automated Funds Transfer, Check Reorder and Check

Image.

Selected Contributions:

Managed the release of the External Check Reorder and Check Image

applications-two major development initiatives that had been pending

implementation for several years. Consistent end-user testing resulted in

very minimal post-production issues.

Partnered with Center of Excellence Quality Assurance team in the creation

of an automated regression test suite for all modules of the Portfolio

link. Provided subject matter expertise which resulted in the development

of a System Appreciation Document which was the prototype for the creation

of an automated regression suite for all aspects of the site.

Worked with the Professional Online Development team and instructional

design vendor to create the first smithbarney.com e-learning

course for Financial Advisors and branch support staff.

Partnered with the Commodity/Futures group on (the Commodity/Futures

Documents Online project) to define business and technical requirements for

implementing the availability and retrieval of commodity/futures documents

online. The completion of the project was commended by senior management as

an exemplary example of successful cross functional team initiatives.

Marketing Associate - Interactive Marketing

2003 - 2005

Served as a liaison between the field and product management team for

client issues and website enhancements.

Selected Contribution:

Demonstrated immediate talent upon hire and excelled quickly to become

recognized by management as key member of the Smith Barney Online Strategy

- Interactive Marketing team.

Trained and mentored new hires of the support desk on how to handle

inquiries from Smith Barney Financial Advisors.

Provided direct support to the Sales Desk Manager by working on developing

and implementing marketing, communication, vendor selection and web-based

training strategies.

Sales Associate - Retail Private Client Division

1999 - 2003

Partnered with Investment Portfolio Managers in the development and growth

of their High Net Worth business. Developed knowledge of all aspects of

retail brokerage operations as well as trading and compliance rules.

Resolved trade clearance problems by communicating with trade support desk

and operations support.

Selected Contribution:

Created, updated and delivered custom client reports and presentations on

monthly & quarterly basis leading to increased revenues in fee-based

business

Assisted with marketing product information by creating marketing kits for

prospects including scheduling and organizing meetings.

Developed expertise in the managed account new account process and was

responsible for all new account openings on the Smith Barney platform.

Operations Associate - Securities Operations

1998 - 1999

Investigated and resolved account servicing and operational issues.

Provided systems and product support nationally to retail sales.

Selected Contribution:

Excelled quickly to become recognized by management as key member of the

Financial Management Account Customer Service team.

Trained and mentored new hires of the support desk on customer service,

product enhancements, and the use of internal tools used by the client

service support desks.

Participated in cross functional teams training initiatives with the

product specific marketing groups and online services.

Municipal Credit Union

New York, New York

Member Service Representative

1995 - 1998

Provided service and information to new and current members regarding

products and services.

Selected Contribution:

Met monthly and annual sales goals by cross-selling products and services.

EDUCATION

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CUNY Borough of Manhattan Community College

Associate in

Science, Human Services expected graduation 2012

Areas of Study: Interviewing and counseling, making referrals, assessment,

group process and behavioral techniques.

CUNY Baruch College, Continuing and Professional Studies

Completion of certificate programs in Human Resources, Management

Development and Project Management 2010

Areas of Study: HR Management, Employee Practices and Labor Relations,

HRIS, Recruitment, Benefits, Compensation, Strategic Human Resources,

Advanced Professional Project Management, Creating High-Performance Teams,

Organizational Behavior, Diversity in the Workplace, The Art of Supervision

SHRM certificate in Human Resources Management 2010

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