Project Manager Customer Service

JOHN N. CHUPPE

*** ***** ***** • Staten Island, NY 10314 • Cell: 917-***-****

****.******@*****.***

Exceptional Financial Professional

A dynamic, results-oriented

financial professional with

unique cross-functional

Strengths in leading teams

teams to support organiz-

ational goals to customer

support to one of the biggest

Financial communities and

Retail spaces. Effective in and

ability to evaluate system and

process needs across multiple

platforms, representing banking,

trading of financial instruments,

clearing and operations. Active

participant in significant business

initiatives including Dodd Frank,

and highly visible ATM projects.

Ability to communicate goals to

internal and external clients

for buy-in of main business

objectives. Extensive knowledge of the

global financial and Retail services

industries- has enabled completion of

complex business requirements in

timely fashion ultimately resulting in

increased sales and customer

satisfaction

RELESHES BUSINESS GOALS AND TRANLATES INTO RESULTS WITH CORE COMPETENCIES IN:

Performance and Customer Focused– in identifying and performing a root cause analysis utilizing consensus building across multiple teams to service customers get the job done in recording sales.

Relationship Builder-to know when to lead and when to listen to subject matter experts and achieve business goals – gaining a confidence and buy-in for the business directive.

Strategic Oriented -embrace a critical and analytical thinking approach with experience in mitigating issues in very fast paced environments

Project Management- obtained the necessary skills in running independent projects as well as large scale projects- maintaining tight schedules and escalating appropriate concerns to senior management through proven communication skills.

Results Driven-with experience and exposed to many situations – able to demonstrate success with business directives with active engagement management.

Strong Work Ethic- in any environment- proven to work individually as well as in team groups and team lead situations.

Risk Management- To know when to make quick decisions and to minimize risk for difficult projects. Professional Detail

Senior Test Project Manager (2005 - 2016)

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RESULTS

DRIVEN

PROBLEM

SOLVER

SSOO

STRATEGIC

ORIENTED

RELATIONSHIP

BUILDER

The Home Depot Inc.

Service Desk Associate Senior Lead (Present)

• Provide superior customer service -responsible for all on-line order flow for customer pick up within a 30 minute timeframe.

• Customer focused satisfaction by offering customer alternatives for items out of stock and up selling customers to better quality products to service their needs with savings of time for customer-bringing in returning sales for future projects

• Responsible for High End Clientele in the delivery of project supplies to work sites and home projects.

• Have been proven team player by providing team support on the Service Desk during high traffic customer support with troubleshooting customer issues- alleviating team support of return items. Also have provided support for all departments with high customer traffic needs by learning department items for customer needs .

• Have been recognized as associate with high quality support with awards for superior service

Submitted and received approval of new formats of estimating project hours using a comprehensive detailed approach to cut excess estimates – freeing up resources for other projects.

“Police” projects representing all of testing to insure integrity of testing teams to proper coverage of projects while insuring business goals are met.

Monitor and report to all senior teams the status of projects during validation phases – highlighting escalations on a when needed basis and to have all teams accountable for support. Head Branch Banker/Manager (2002-2005)

Headed bankers and supported team sales goals for the branch

Responsible for promoting private clientele to the Private Bank along with increasing sales by over 20% in a year-the first time the branch had achieved this feat.

Coordinated with Private Banking team by successfully creating high net worth client relationships and constructing highly diversified portfolios.

Additional Professional history includes:

Operations/Trading Analyst Head NYSE:

• Served as Operations Head and Senior Trading Analyst for floor House and Independent Brokers whose client base included broker dealers in Capital markets, Hedge Funds, and Investment Managers. Highly regarded as I increased trading revenues by at least 20% for each independent broker I worked for by cutting trading errors for each firm I worked for.

• Increased sales by at least 20% by continually feeding vital information to head traders to timely trading strategies giving independent floor brokers best opportunity to trade for customers. UBS, Inc., New York, NY

Head Trader/Operations/Money Management trading Desk/Block Desk/Options Desk: Trading

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Liaise with QA test leads, development managers, and senior release touch points in the overall testing of projects as it relates to the SDLC cycle and for overall testing effectiveness with very intricate projects spanning many businesses relating to Dodd Frank with Citibank Online, Branch account opening and ATM technology changes.

Proven strength to lead teams through most difficult and challenging projects in validation phases by creating effective positive re-enforcement analysis that promotes effective thought processes with team building.

Oversee the performance of all testing teams in the development and coverage of projects spanning many countries

Demonstrated strong Relationship management skills in coordinating highly intricate testing efforts across as many 5 development organizations to get proper testing results. Citigroup, NYC

Senior Test Project Manager (2005 - 2016)

• Buy Side Trader for Over 20 Money Managers- Implementing best execution practices through DOT trade entry systems and floor broker trading on trades exceeding 10000 shares.

• Traded OTC with Level II trading platform- and access to over 15 Specialists making markets for OTC stocks with trades exceeding 10000 shares.

• Traded and cleared Registered Depository Receipts (ADR's)- and developed a clearing platform along with custodial banks

• Served as Block Desk and Options Trader- For high net worth broker and institutional based clientele.

• Assisted in new trading strategies - Options Strategy Desk for brokers to introduce to their client base. EDUCATION & PROFESSIONAL DEVELOPMENT

PACE UNIVERSITY, New York, NY

BS, Business Administration, 1995

NASD Series 7 & 63

Knowledge of Mercury HP Quality Center

• Supervised and trained team clearing institutional trades on NYSE, NASDAQ, and bond markets.

• Led the operations team in testing a new platform that was utilized by Money Managers and achieved consensus of Senior Managing Directors to adopt the platform for facilitating millions of trades, not just thousands.

• Virtually eliminated DK trades by implementing same processes for clearing options trades as stock trades, which facilitated identification of trade errors more rapidly and saved thousands of dollars weekly.

• Managed electronic trading systems; troubleshot and resolved problems and queries regarding applications functions.

• Organized major trading data validation initiative for external money managers to administer new Wrap fee accounts through the Access program; led system testing to ensure proper functionality.

• Headed project team that established PaineWebber’s Access program as the leading product for the financial advisor base in the first year of its operation Operations Management

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