Customer Service Supervisor

Austin Edelman

*** *. ***** ******, **** Beach NY 11561

Telephone: 516-***-****

Mobile: 516-***-****

Email: ******@*********.***

PROFESSIONAL PROFILE

Accomplished financial industry professional with over 25 years experience

in operations, customer support, and software/applications development. A

skilled relationship builder successful at gaining the trust of internal

and external stakeholders through the contribution of ideas and actions.

Demonstrated pattern of problem solving skills and resolving customer

related inquiries. A proactive individual with a logical approach to

challenges. Performs effectively within a highly pressurized working

environment.

SYNOPSIS

Extensive settlement operations background with a deep knowledge of

business processes/products and their supporting systems. Work with

business units and operations staff to implement and improve work-flows,

policies or procedures. Good working knowledge of the Dividend, Reorg and

Reconciliation processes. Experience working on medium to large projects.

CAREER SUMMARY

1980-2009 The Depository Trust and Clearing Corporation

Business Systems Analyst (1997-2009)

. Responsible for the development and testing of new programs/enhancements

to Web and Mainframe applications to ensure smooth implementations

. As Test Manager created test cases, test scripts, prepared environmental

setup and managed defect tracking for all phases of testing (systems

integration, regression, end to end and user acceptance)

. As subject matter expert provided training to IS personnel on IMS, CNS,

stock loan/ Mark to market, OCC, OMGEO (T+1), collateral loans,

segregation (15c-3 requirements), DVP/DK's, Fed Link, IPO, MMI, CDS, risk

management controls and syndicate systems/ processing

. Documented new programs/changes for internal and external notification

. Liaised with users to ensure project requirements were accomplished

. Interfaced with internal and external users to resolve user related

issues

. Full life cycle experience with custom development and application

deployment

. Aided in restoration of service in case of disruption, response to

queries and requests, and problem management

. Gathered and documented business requirements to define business changes

including learning business processes and devising solutions to enhance

controls and improve efficiencies

. Assisted in the research of discrepancies resulting from machine readable

submitted file submissions

Supervisor, Same Day Funds Settlement

. Ensured that all settlement activities were balances and reconciled daily

. Supervised activities of account coordinators responsible for monitoring

settlement activities of DTC Participants and Settling Banks, and for

securities transfer functions within DTC's Federal Reserve Bank (FRB)

account

. Oversaw account reconciliations and customer service relations

. Oversaw the appropriate resolution of complaints, DKs and post settlement

money differences

. Assisted in the resolution of out of balances with other departments

(Dividends, Reorg. and Reconciliation)

. Interacted effectively with senior business management

. Liaised with Information Services for development of and changes to

settlement systems

Supervisor, Next Day Funds Settlement

. Ensured that all settlement activities were balances and reconciled daily

. Supervised activities of full staff, responsible for Clearing House

member settlement activities and coordinated daily processing

. Oversaw dual settlements and processing events with other depositories

. Responsible for all collateral loan and depository facility processing

. Participated in planning and development of depositories' conversion to

MDH for transaction processing

. Assisted in the resolution of out of balances with other departments

(Dividends, Reorg. and Reconciliation)

. Participated in various projects/initiatives within the team aimed at

promoting and improving efficiencies, customer service and control

Supervisor, Underwriting

. Responsible for creation of the Older Issues Eligibility section,

including team selection, development of process and procedures and

database maintenance

. Oversaw the eligibility process of previously non eligible securities

. Proactively suggested improvements to processes, system, and controls

Supervisor, Interface

. Managed three assistant supervisors and twenty five associates for

Interface functions

. Oversaw settlement, FedWire processing, depository facility operations,

Third party processing, inter-depository settlement and the efficient

routing of all types of securities (equities, Munis, corporate bonds,

Bearer Bonds) and correspondence to non NY participants

. Responsible for the processing of deposits and withdrawals of physical

securities

EDUCATION

Queens College City University, Flushing, NY

KEY I.T. SKILLS

. Word, Excel, Access, Internet & Email, Machine Readable Message Formats,

ISO Messaging (SWIFT)

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