Customer Service Support
Resume:
George A. Browne III
Leonia, NJ, *****
***********@*****.***
PROFILE:
I have been in the customer service & operations aspect of the financial industry in one shape or form for fifteen years. I have a history of being hardworking, dependable and flexible along with company recognition for said service.
PROFESSIONAL EXPERIENCE:
Operations Analyst
Aug 2017 – March 2019
PBF Energy
Parsippany, NJ
Identified and documented application issues.
Identified and implemented problem resolutions.
Worked with Business Support Counterparts to Devise and implement solutions to support ETRM (Energy Trading Risk Management) application and other systems across Commercial business functions.
Manage expectations of the business users as problem resolutions are executed and delivered.
Provided support to other sanctioned initiatives as required.
Executed regular operational jobs and tasks.
Supported the Operations and Support team with urgent production issues.
Responded to other activities and initiatives deemed necessary to ensuring successful day-to-day operations.
Collaborated with stakeholders and other team members to discover organizational needs.
Worked on new initiatives as technologies and organizational needs evolved.
Ensured that all internal and external compliance requirements are followed.
Performed daily trade monitoring to ensure compliance with Delegation of Authority Guidelines (DOAG) requirements.
Stock Option Specialist
Nov 2012-Dec 2016
Computershare,
Jersey City, NJ
Ensured that all stock option exercises were processed in a timely and accurate manner for all exercise types for stocks and mutual funds (cashless for cash, cash for stock, & stock swaps).
Moved shares from outside transfer agents to Computershare so the shares could be sold & the proceeds distributed to employees.
Monitored all incoming funds to ensure that exercises were processed in a timely manner and shareholders received their proceeds for their sale of stocks.
Ensured that share issuances were processed accurately, timely and met within 24-48 hours to meet settlement time (three business days).
Ensured that all research items were worked on within 24-48 hours from the time of the initial request.
Ensured that the department email lists got updated in a timely fashion (exception lists, distribution lists, etc.)
Assisted in creating training curriculum for new hires by writing up procedures.
Ensured all backups were thoroughly trained and their responsibilities outlined.
Ensured to follow all client exceptions (Amdocs & Ace Limited) that received “white glove” service & had different procedures.
Contributed to projects and tasks related to operations like running specialized reports looking for a specific transaction or helping other departments research stock and mutual fund exercises.
Assists in desk coverage of other functions within the department when required.
Implemented, created and/or updated procedures when required.
Provided Operations Management with monthly statistics for exercises and money movement.
Understood and followed the requirements of SAS 70, internal and external audit.
Ensured that there were no outstanding cash items over 30 days old so that recon & compliance rules were followed and all stock reserves are balanced.
Communicated with management on an on-going basis as to error trends, new processes or other services that arise and makes recommendations for improvements.
Quality Assurance Specialist
Jul 2006–Dec 2012
Bank of New York Mellon/Computershare,
Jersey City, NJ
Promoted from Customer Service to monitor incoming phone calls (20-30 a day) and graded them for courtesy, professionalism and accuracy.
Coached, trained and provided feedback to representatives in one on one sessions to improve performances.
Responsible for tracking problem calls that included the problem, the resolution, and a call back to the shareholder.
EDUCATION:
Iona College,
New Rochelle, NY
BA in Mass Communications
Achievement:
Recipient of the Mellon Premier Achievement Award for outstanding service in 2008.
REFERENCES:
Available on request.
Contact this candidate