Customer Service Management

Ralph Elia

** **** ****** **** #* . Stamford, Connecticut 06905

Phone: 201-***-****, E-Mail: *********@*****.***[pic]

Asset Services/Corporate Actions/Dividend Senior Analyst

Goal oriented, pro-active and self-motivated professional with a wealth of

experience seeking to contribute and grow with a dynamic, progressive and

innovative organization specialized in investment banking and securities.

Extensive experience in financial services, asset management, business

development and customer service. Proficient at managing optional cash and

stock dividends, interest payments, principal pay-downs, mergers, tender

offers, rights offers, convertible securities, warrant subscriptions,

voting rights, foreign currency and tax withholding elections. Demonstrated

ability to work effectively within all levels of organizational hierarchy.

Consistently achieve record-high customer satisfaction rankings,

improvements to the bottom line and turnaround of underperforming

operations. Enthusiastic commitment to customer service as a key driver of

company goal attainment. Effective communicator with demonstrated ability

to work effectively within all levels of organizational hierarchy.

Maintains a high level of personal drive, confident nature and an

aggressive attitude in achieving results.

Technologies Worked On

Microsoft Office Suite, Advent Geneva, XSP, GCA, Mainframe

Areas of Expertise

Asset Management Strategic Planning

Business Development Organizational and Analytical

Abilities

Financial Reporting Client Needs Analysis

Operational Streamlining Able to multi-task in fast-paced

environments

Networking and Relationship Building Problem Resolution and Decision

Making

Customer Retention Development and Implementation of

Articulate Oral and Written Policy

Communication Revenue Growth

Training and Development Risk Management

Fluent in Italian Client Relationship Management

Corporate Presentations Leadership

Time Management Human relations

Professional Experience

JPMorgan Hedge Fund Services: Greenwich, Connecticut 2010 - 2012

J.P. Morgan is a premier provider of third-party hedge fund administration

services with a high-touch dedicated manager service model, which benefits

Hedge Fund and Funds of Hedge Funds clients.

Corporate Actions/Dividend Manager

Monitored daily incoming prime broker notices, reviewed prime broker web

portals for any new notices or updates to existing events. Assigned all

corporate actions events to a staff of three specialists. Reviewed and

approved all notifications sent to the clients throughout the life cycle of

each event.

Major Contributions

< Reviewed and approved all daily manual transactions.

< Updated and distributed the weekly metric report to upper management.

< Analyzed each event when a folder was created, when notices were sent to

the clients, when client elections were received on deadline dates and on

the final distribution of the client's entitlements into their accounts.

< Significantly reduced financial risk via monthly testing of existing

controls and data gathering procedures.

< Accountable for maintaining regular testing of the controls and updating

procedures as needed.

< Tasked to pass all internal and external audits of the department.

< Maintained perfect financial performance record.

< Reviewed all entries made into the Geneva system by the staff and ensured

all entries were accurate.

< Maintained the cash and non-cash break report and assigned to the staff

for resolution.

< Established work priorities and also developed, organized and implemented

both individual and team work plan.

< Successfully analyzed organization's critical business requirements,

identified deficiencies and potential opportunities and developed

innovative and cost-effective solutions to enhance competitiveness,

increase revenue and improve customer service offerings.

< Effectively and efficiently resolved issues and achieved challenging

goals and objectives.

< Ran the Geneva Transaction Report and validated all entries made by the

staff on a timely basis.

Credit Suisse USA LLC: New York, NY 2009-2009

Credit Suisse Group is a leading global financial services company

headquartered in Zurich with divisions such as divisions such as Investment

Banking, Asset Management, Private Banking, all ultimately handling client

accounts for investment purposes.

Contract Consultant

Monitored daily dividend notices from Euroclear/Swift, and published client-

centered updates.

Major Contributions

< Gathered and processed client elections and presented them to custodian

banks.

< Presented the information to the clients to help them make their

investment elections appropriately and timely.

< Streamlined job processes through an effective network of both internal

and external colleagues.

< Spearheaded development of relevant, user-friendly client information

format.

< Overcame time and system constraints to systematize key information

gathering process thus making the information easier to read and more

legible to the clients.

UBS Securities LLC: Jersey City, NJ 2006-2009

UBS is a banking and financial services group with divisions handling

client securities for the retail business, prime brokerage, and Hedge Fund

accounts

Senior Corporate Action Specialist

Responsible for the timely and accurate announcement of either domestic and

international corporate action activities or deadlines affecting all asset

management clients.

Major Contributions

< Significantly reduced financial risk via monthly testing of data

gathering procedures.

< Distributed announcements that drove the processing for other business

units within the asset services division on a regular basis.

< Collected, validated and distributed corporate action activity reports to

domestic and international asset management staff.

< Efficiently handled optional cash and stock dividends, interest payments

and principal pay-downs, mergers, tender offers, rights offers,

convertible security and warrant subscription privileges, voting rights,

foreign currency and tax withholding elections.

< Proficient in troubleshooting problems and provided quick solutions.

< Assisted with the development and design of new information processing

system.

< Supervised work of 4 associates offshore and provided constructive

feedback.

< Enhanced client communications' readability and accuracy to a great

extent by improvising procedures

< Accountable for monthly management testing of procedures for accuracy and

leading different processes to reduce financial risk to the organization.

< Coordinated with internal account managers, agents, exchanges, issuers

and financial service providers thus nurturing relationships.

Prior Experience

The Depository Trust Clearing Corporation: New 1987-2006

York, NY

Corporate Actions Team Lead 2000-2006

Assistant Dividend Supervisor

1992-

2000

Management Trainee

1990-1992

Senior Associate 1987-1990

Education

Bachelor of Arts - Economics, Business: College of Mount Saint Vincent,

Riverdale NY

COMPUTER SOFTWARE SKILLS

WORD, EXCEL, OUTLOOK

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