Project Customer Service

CARLOS J. REYES

** ******** ****** *********, ** 07734

Home: 732-***-**** Cell: 732-***-****

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

SUMMARY OF QUALIFICATIONS:

1. Hands-on detail-oriented Financial Services Professional with

considerable expertise in the Financial Industry managing operations,

customer relations and account reconciliation.

2. Extensive experience in strategic planning, problem solving, verbal and

written communication that works together to consistently deliver

projects in a timely manner.

3. Skilled at creating intuitive and proactive strategies to minimize

workloads, while motivating and maximizing employee performance.

SKILLS:

Windows 95 & 98, 2000/XP, MS DOS, Proficient in MS Office Suite (emphasis

in Word, Excel, Access, PowerPoint) Quick base, Outlook, Lotus, ACATS,

DTC,FTI - General Ledger Application, Oracle, SAP R/3 FI/CO, ADP & BETA

System. Online Mutual Fund Systems (Vision, Advisor Central, Vanguard

Link, etc), Spool view Digital Reporting, TLOG Inquiry System, Bloomberg,

Financial Times, Extel, MQC (Mercury Quality Center), IMagic, EFunds Web

Online, Globe Net (Sungard Phase 3), Globe View, BT on Demand, BT EDGE

Inquiry System, Finance Gate, FIRM Direct, TREX, Astral, Provisions

Database, Controls Database, Daily Profit & Loss and Global Profit & Loss

System.

EXPERIENCE:

ROYAL BANK OF SCOTLAND April 2008 - February 2009

Business Analyst/PMO Support (Consultant) Stamford, CT

. PMO Support for Royal Bank of Scotland North America (RBS), focusing on

major infrastructure initiatives requiring cross-function and cross-

business lines coordination.

. Managed and supported the initiation, planning, execution, and close-out

project phases.

. Responsible for adherence to corporate project management methodology,

including ownership of key project documentation, such as terms of

reference, budget tracking, project plans, risks and issues lists, status

reports and appropriate sign offs.

. Responsible for issue resolution and escalation through established

project governance.

. Workstream Leader of the following initiatives:

o Fixed Assets: formed a team from ABN and RBS to complete an

extensive analysis based on supporting documentation that

allowed us to determine the write-off of various assets in

ABN's GEAC GL for the tax year of 2008.

o Procure to Pay (P2P): The objective of this project is

to migrate from the current platforms and onto similar

platforms currently used by RBS. This process enables

ABN to exit the Transaction Services Agreement (TSA)

without any setback and resulting in a net savings of

$519K per month.

o System Integration Testing: Required coordination

of approximately ten different functional areas and

multiple business lines for testing, training and

rollout.

. Additional responsibilities included performing business analysis for new

functionality ranging from minor enhancements to large scale applications

providing customs functionality to key strategic workstreams.

JEFFERSON WELLS September 2007 - March

2008

Project Professional (Consultant) New York, NY

Retail Service Operations Department

. Re-engineering and roll out of new business processes for a major

community savings bank in various retail banking products namely ATM in

Process, ACH in Process, FHLB in Process, Check Clearing, Check Deposits,

FRB in Process and CDARs.

. Documented the automation of daily departmental reporting processes and

account reconciliation.

. Coordinate and update status document with Project Managers and Senior

Level Management to identify the issues and assist to streamline various

processes through the use of better manual processes and the creation of

automated straight through processes.

. Analyze web base vendors (EFunds, IMagic, FTI and OSI) to ensure proper

data is being captured.

. Assist to reduce organizational exposure and create proactive measures.

BARCLAYS CAPITAL January 2007 - April 2007

Business Analyst (Consultant) Whippany, NJ

Finance Projects Department

. Document and validate "as is" and "to be" process flows covering all SAP

FI functionalities to satisfy business requirements of the SAP GL

Integration Project.

. Interact with SME's in Product Control, Cost Control, Planning & Analysis

and other various financial areas in order to document detailed

functional specifications of the SAP FI modules or the necessary

modifications of the existing SAP modules.

. Worked on Reference Data Management for the newly acquired Sub-servicing

companies (HomEq and EquiFirst).

. Coordinated with SME's from various business areas like Product Control,

Cost Control, Tax Control, and Legal Entity Setup, to create requirement

documents for updating the reference data that could be accessed by

Department Directors, Traders and Analysts.

. Queried and tested database to validate integrity of the updated

reference data mappings.

. Liaison between business users and technical systems groups.

. Communicated with the QA Teams from the various business areas to ensure

the proper testing of both the updated reference data and the software

application.

. Conducted UAT (User Acceptance Testing).

. Identify all project defects, user issues and resolution status.

. Extensive communication across development centers (UK and Singapore,

etc.) in analyzing the process re-engineering of the FI/GL accounting

process for Barclays Capital and roll out of the new processes and

reporting requirements.

. Created PowerPoint presentations to document procedures to be used as a

reference training guide.

CREDIT SUISSE June 2006 - January 2007

Analyst (Consultant) New York, NY

Fixed Income Division - Global Reporting and Analysis Group

. Responsible for providing daily support to Global Profit and Loss (GPL),

Daily Profit & Loss System (DPL), Provisions and Controls Databases.

Systems must be updated daily to ensure correct P&L, traders mapping and

hierarchy structure.

. Involved with the following financial products and terms: Fixed Income

(Money Market Instruments, Mortgage Backed Securities and Asset Back

Securities), Derivatives (Repurchase agreement and equity swap), Equity

(OTC) and trade cycle.

. Worked on enhancing new functionality which enabled clients to analyze

new issues including equity offerings (IPO), fixed income offerings and

Derivatives.

. Perform daily tie-out between DPL and GPL systems.

. Create a monthly Fixed Income Division Global Aging Report, comprised of

top 100 aged list and various level aged positions for separate reporting

and analysis.

. Monthly process of locking Structured Trade Reviews (STR) through TREX

and Astral systems and generate outstanding item report.

. Carry out various Ad-hoc and maintenance processes in both Provisions and

Controls Databases.

. Analyzed and prioritized key reports supported by MS Excel (v-lookup and

pivot table functions) for day to day resolution of users and application

processes.

JP MORGAN CHASE May 2005 - June 2006

SAP CGL Analyst (Consultant) Jersey City, NJ

Global Finance Operations Department

. Responsible for providing value added support to merger integration

efforts through Financial Bank Merger Integration (FBMI) Program-

verifying the reference data mappings and the balances for General Ledger

Account System (GLAS) and SAP financial applications.

. Analyze daily & monthly exception reports, made necessary adjustments

through SAP on-line entry and PC Upload to balance the accounts.

. Perform manual front-end testing to check all functionalities of

different SAP modules.

. Identification and resolution of issues that occur during testing.

Perform ad-hoc tasks as necessary in support of the project.

. Developed and documented test plans, test scripts, test data, and

provided ongoing support during test phases (UAT).

. Perform complex reconciliation of financial statements, preliminary

monthly Balance Sheet and P&L statements.

. Analyze financial statements and preliminary monthly Balance Sheet and

P&L statements.

. Provided ongoing support of the integration process with the Financial

Accounting subsidiary ledgers and with the Controlling General Ledger.

. Functioned as the primary liaison between the Legal Entity Group, Project

Management and the technical areas throughout the project cycle.

. Trained Off-Shore users on the SAP Corporate General Ledger application.

E*TRADE FINANCIAL August 2004 -

January 2005

Conversion Analyst (Consultant) Sacramento,

CA

Mutual Funds Department

Liaison for the Project Management Group, Business Units and Executive

Management, in addressing deficiencies and resolving.

4. Assisted in successfully converting E*Trade from Beta into ADP

5. Trained Mutual Funds personnel in using ADP operations systems.

6. Responsible for cleaning up mutual fund breaks between E*Trade, the fund

company and counterparties.

7. Documented and resolved deficiencies with systems and processes within

the mutual fund environment. Responsible for all mutual fund journal

entries.

8. Interacted with internal and external clients on a daily basis to

resolve breaks and prevent problems from transpiring.

9. Used online mutual fund services, Beta, ADP, TLOG, and other systems in

executing the job function.

10. Assisted Senior Management on assigned Mutual Fund tasks and

responsibilities in creating strategies to minimize workloads.

WACHOVIA SECURITIES May 2004 - August 2004

Customer Care Analyst (Consultant)

New York, NY

Customer Care Analyst in the newly established Wachovia Securities' Mutual

Funds Breakpoint Customer Care Contact Center.

11. Responsible for addressing customer inquiries and concerns in relations

to the Mutual Funds.

12. Updated and maintain customer database.

13. Initiated customer contact in order to investigate unclear Breakpoint

Claim information.

14. Conducted detailed reviews and analysis to determine if clients'

account activity warranted additional investigation to determine if

clients are eligible for a Breakpoint refund.

15. Reviewed and processed Breakpoint Claim Forms in a timely manner.

16. Reviewed status of Breakpoint Claim Form processing and refund

calculation with clients.

T. D. WATERHOUSE March 2004 - April

2004

Mutual Fund Consultant New York, NY

17. Ensured timely completion of Mutual Fund ACATS Receive and Deliveries,

which consisted of: compiling, analyzing and presenting clients' account

transfer of assets, mutual funds re-registration forms and extensive

communication with financial advisors, mutual fund companies and contra

broker dealers to complete the transfer of assets.

18. Researched problem items and made the necessary adjustments to avoid

buy-ins.

MORGAN STANLEY INC. June 1999 - Nov. 2002

Operations Specialist New York, NY

19. Researched and recommended course of action for financial advisors on

transferring retail and retirement accounts.

20. Specialized in the process and confirmation of all phone/on-line

inquiries and through Morgan Stanley's Branch Inquiry Tracking Systems

(BITS).

21. Liaison between financial advisors and other financial service firms.

22. Compiled, analyzed and presented account information related to stock

transfers, DRS (Safekeeping), re-registration of mutual funds and limited

partnerships.

23. Researched and recommended on how to adjust and resolve account

inquiries (CLAIMS) related to debit, credit, short and long positions.

24. Utilized DTC and ACATS system to receive and deliver to and from the

different financial institutions.

25. Processed clients' request to open (New Accounts) or closed

(Transferred Accounts) accounts.

BANK OF NEW YORK May 1998 - June 1999

Investor Relations Team Leader New York, NY

26. Supervised a staff of 25 Customer Service Representatives; trained,

scheduled and assigned all new representatives.

27. Developed and implemented quality control testing to assess level of

shareholder's satisfaction by monitoring incoming calls and performing

callbacks.

28. Reconciled fund information related to share transfers, sales and

certificates issuances.

29. Researched customer account information, prepared, and distributed

shareholder information such as dividend payment, interests' payment,

1099's, annual reports, 10K /10Q as well as information relating to

shareholder's inquiries.

DEUTSCHE BANK/BANKERS TRUST Nov. 1996 - May 1998

F/X Consultant New York, NY

30. Provided a wide range of on-site services for corporate clients

including major NYC based international banks.

31. Responded to written and telephone request relating to F/X transactions

based on currencies, ex: USD in EURO. Expedited various reports for the

executive management group and general personnel.

EDUCATION:

Keystone College

Major: Mass Communications

LANGUAGE PROFICIENCY:

English and Spanish

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