Customer Service Manager

WENDY J KNEL

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

Address:

City: San Francisco

State: CA

Zip: 94132

Country: USA

Phone: 925-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Over 19 years financial services and software experience dedicated to providing consistent and high-quality customer service. Educated and energetic professional recognized as a quick learner with exceptional people skills. Strong personal ethics and integrity. Excellent communicator seeking a challenging position utilizing current skills and abilities, with the opportunity for professional growth. Relocating to the northeast to be closer to family.

Educational Background:

High School Dipolma from BOSTON UNIVERSITY, Boston MA 1/2001 to 5/1993 (Concentrations: Marketing and Operations Management)

Job History / Details:

Professional Summary

Over 19 years financial services and software experience dedicated to providing consistent and high-quality customer service. Educated and energetic professional recognized as a quick learner with exceptional people skills. Strong personal ethics and integrity. Excellent communicator seeking a challenging position utilizing current skills and abilities, with the opportunity for professional growth. Relocating to the northeast to be closer to family.

Core Qualifications

Project Management

Data Mapping and Modeling

Functional Specifications

Transact SQL

Technical/User Documentation

Used Cases, Test Plans and Validation

Informatica ETL

Advent: Axys, Moxy and ACD Interfaces

Aladdin

Microsoft Office: Outlook, Excel, Word, PowerPoint, Visio and Access

Financial Reconciliation

ETFs, iPath Notes and Mutual Funds

Excellent written and verbal communication internal/external

Experience

June 2007 to Current

BLACKROCK SAN FRANCISCO, CALIFORNIA

Data Analyst

Project Managed global retail mutual fund projects data migration to the Web Datamart from start to completion.

Participate in the life cycle of ETL software development: analysis, design, documentation and testing Lead Role on a project and working with team members to produce the functional specifications, data models, and mapping documentation and use cases.Translate business requirements into Data Models, Functional and Mapping Specifications for BlackRock's Global Retail Mutual Fund Websites.

Develop and execute test plans.

Verify Informatica workflows were built to the specifications.

Maintain strong relationships with the Global Team Members through delivery, communication and domain knowledge.

Work with global business partners to ensure the accuracy of the requirements.

Prepare and maintain documentation for all Web Projects.

Including support documentation and project plans.

Collaborate with Global Team Members and resolve operations issues and datamart loads in a timely manner.

Subject Matter Expert for BlackRock's Global Retail Mutual Fund Sites

June 1997 to June 2007

ADVENT SOFTWARE, INC SAN FRANCISCO, CALIFORNIA

IT Business Analyst

Validated converted data from a SQL Database into Oracle CRM.

Used SQL to prepare test cases and plans.

Updated and document business requirements and functional specifications.

Managed and define a data issues log. Researched data issues independently and communicate the issue to the appropriate parties.

11/27/2012 12:00:00 AM

Technical Interface Manager

Worked closely with high profile clients to map, develop and design ACD Interfaces and Moxy Uploads through written and verbal communications.

SEI, Sungard (Addvantage, GlobalPlus, Series7), Schwab, Fidelity, Pershing, DST, etc) Developed software through a lifecycle.

Built trust and repoire with clients.

Prepared functional and technical user documentation.

Created detail mapping and business logic for internal an external use. Designed creative solutions to user's issues by integrating both my financial and technical skills.

Coded in the following languages: JScript, SQL and RAF (Proprietary Language).

Subject Matter Expert for Custom/Standard Moxy Uploads and Custom/Standard ACD Interfaces.

Commendations: 7/02, 11/02.

11/27/2012 12:00:00 AM

Interface Design Manager

Analyzed high profile customer's business and technical requirements to design custom Interfaces and Moxy Uploads (SEI, Credit Suisse First Boston, Pershing, Sungard (Addvantage, GlobalPlus, Series7), Fidelity, Schwab, Pershing,DST, etc) Mapped, designed, developed and coded in SQL and CFC (proprietary) and tested software.

Delivered integration training.

Completed Stanford University Project Management Mastery Training.

Commendations: Above and Beyond, 8/00 and 1/02.

11/27/2012 12:00:00 AM

Senior Technical Support Representative

Provided technical support for Integration Software.

Validated client issues and tested proposed solutions in a timely manner.

Supervised and trained new employees.

Tested new software and provided feedback to developers.

Taught automation class to new employees.

Seven commendations for superior support.

July 2005 to July 2007

UNIVERSITY OF CALIFORNIA AT SAN FRANCISCO MEDICAL CENTER SAN FRANCISCO, CALIFORNIA

In Patient Pharmacy Volunteer

Duties include filing prescriptions, checking for expiration dates, and delivering medications to nursing floors including the Intensive Care Units. (Over 200 hours of service)

July 1996 to May 1997

MONTGOMERY ASSET MANAGEMENT, INC SAN FRANCISCO, CALIFORNIA

Trading Operations Associate

Affirmed trades and resolved trade issues with brokers and custodians. Reconciled and prepared daily performance reports for mutual funds and institutional clients.

May 1995 to June 1996

COLONIAL MANAGEMENT ASSOCIATES, INC BOSTON, MASSACHUSETTS

Fund Analyst and Fund Reporting Accountant

Responsible for a multi-managed international mutual fund. Prepared and coordinated information to produce quarterly reports in a streamline manner. Liaison between transfer agent, accountant, advisors and managers.

June 1993 to June 1995

STATE STREET BANK AND TRUST COMPANY NORTH QUINCY, MASSACHUSETTS

Senior Fund Reporting Accountant

Supervised and reviewed fund accountant's work.

Reconciled monthly and yearly financial statements.

Employee of the month, December, 1993 and February, 1994.

June 1994 to December 1994

STATE STREET BANK, GMBH MUNICH, GERMANY

Trades Processor Coordinator

Designed and implemented a Trades Processing Unit.

Prepared procedures and standards.

Trained new employees.

Learned to work with people with differing cultures to achieve success.

Education

1993 BOSTON UNIVERSITY,

BACHELOR OF SCIENCE in BUSINESS ADMINISTRATION Concentrations: Marketing and Operations Management

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