Customer Service Project Manager

YUE MON ENG

River Vale, NJ ***** 201-***-**** ***.******@**********.***

BUSINESS PROFESSIONAL

Delivering Excellence in Business Analysis, Project Management, and Operations Leaderships

Accomplished business analysis with extensive experience in project management, operations leadership, process improvement, data analytics, internal controls, and accounting support. Effective in leading cross-functional teams and driving workflow planning and performance. Problem solver able to lead UAT, QA, customer service, data analytics, and reporting functions. Dynamic leader with outstanding interpersonal, relationship building, and analytical skills with a proven track record of delivering improvements in efficiency, productivity, and profitability. Possesses FINRA S-99 License, SQL, Tableau, Peoplesoft, Workday and Excel.

AREAS OF EXPERTISE

Data Integrity Data Analytics Project Management Client Relations Data Reconciliation Business Needs Analysis

Quality Assurance User Acceptance Testing Internal Controls Cross-Functional Team Leadership Scope Definition

Requirements Gathering Process Improvement Reporting & Analysis Productivity Profitability System Upgrades

PROFESSIONAL EXPERIENCE

ADVISOR GROUP formerly AIG ADVISOR GROUP / INTERGRATED RESOURCES, New York, NY 1985- 2017

Senior Business Analyst – Compensation Department 2013-2017

Initiate, plan, coordinate, and execute projects and initiatives. Facilitate definition of project scope for data migration of acquisitions, business case, goals, and resources needed for deliverables. Manage issue escalation/resolution and performed data / qualitative analysis for 12,000 sales advisors.

Responsible for all sales reports, Bonus, LOB, Production, Regional and By Company.

Trouble shooting of compensation cycle balancing.

Business and Technical Liaison representative to validate and develop solutions.

Created and designed production reports for senior management with ad hoc recommendations.

Managed data mergers from acquisitions.

Audited and recommended controls for the Legal, Compliance and Compensation Departments.

Designated as point of contact for department heads, senior managers and stakeholders.

Technology interface with system development and solution resolution.

Trained compensation staff and supervisors.

Supervisor – Compensation Department 2010-2013

Managed staff and cycle production exceeding $500M annually for 4,000+ investment advisors.

Supervised processing and customer service team, resolved escalated customer service issues.

Responsible for daily compensation processing and compensation cycle.

Managed staff for daily and cycle workflow for 5 direct reports and 14 indirect reports.

Balanced daily, weekly, quarterly and annual reports.

Designed an organizational office structure and procedures to promote an efficient workflow.

Project Manager – Compensation Department 2006-2010

Acted as a liaison and project manager with key stakeholders in the development and implementation of operational efficiencies and support new strategies for the business.

Designed global reports and delivered a web-based data retrieval system for 2,400 users.

Created firm-wide internal/external financial statements representing payout, bonus, and thresholds.

Managed daily and long-term projects, team meeting, prepared and delivered status reports and issue tracking.

Successfully developed and implemented financial reporting packages for a specialized sales force.

Team lead of 8 members

Payout Specialist – Compensation Department 1991-2006

Managed 12,000 global advisor’s payout rate. Managing individual and group production, bonus, overrides, thresholds and hierarchy based on contractual agreements. Designed specialized payout tiers for acquisitions and business development.

Compliance and Licensing Coordinator – Compliance Department 1985-1991

Preformed financial and personal background checks on potential advisors. Review disclosures. Audit internal and external records. Coordinated and processed individual advisors and branches transferring into the firm.

EDUCATION

B.S., Business Administration, John Jay College, New York, NY

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