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Customer Service Management

Toronto, Ontario, Canada
July 26, 2019

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Cell: 416-***-****; URL:; E-mail: HIGHLIGHTS OF QUALIFICATIONS

A proactive self-starter with a strong and responsive service orientation and a proven track record of success in introducing risk management best practices to enhance effectiveness of financial and operational processes,

Proven project management skills with the ability to effectively organize and manage processes and work teams

Highly developed planning, organizing and negotiating skills; can manage multiple tasks, meet competing deadlines and respond to changing priorities and deliver results in a high volume, deadline driven environment

Outstanding business acumen; innovative thinker and problem solver with superior analytical and problem solving skills, effectively identify issues and provide recommendations

Confident, credible and personable with excellent oral and written communication skills, able to create clear and concise reports, facilitate meetings and present review findings and conclusions to relevant stakeholders

Strong ability to execute and reconcile FX, MM Cash Management and Options P&L analysis apply crisis prevention, mediation and resolution techniques in diffusing potentially volatile situations while maintaining tact, discretion, confidentiality and sensitivity towards diversity

Well-developed interpersonal skills; able establish rapport, build and maintain effective working relationships with staff at all levels, industry partners, clients and stakeholders

Sound working knowledge of: financial statements, accounting principles, Credit Policy, applicable laws and industry data sources, research and statistical analysis tools / methods, banking products, exposure measurements, reporting to regulators and risk management principles and standards

Strong computer skills MS Office, SWIFT, GBS, LVTS, CLS, AS400, MPower, BESS, IRIS, MFA, CAMPS, TSYS, Lotus Notes, CARDS/GRMES, Reuters/ Bloomberg,, Wall Street, FINTRAC, PMBOK V5, Velocity

Committed to ongoing personal and professional development to enhance performance; able to rapidly gain a highly specialized level of expertise in company products and services.

Impeccable sales skills including prospecting, cold calling, probing, objection handling, negotiation, influencing. RELEVANT EXPERIENCE

Senior Associate: PWC Canada - Independence Office 2018/12 – 2019/04 Provided Personal independence support and services (specifically Partners and Managers, Global independence assessments, Key quality review assessments, Engagement client support processes, Service Risk identification and evaluation, Firm portfolio monitoring, Independence assessment for business acquisitions. Performed Ad hoc support (training initiatives, Independence communications and portal updates. Maintained content/criteria for independence including Partner Portfolio Assistance (PPA), Personal Compliance Testing

(PICT), Canada Independence queries.

Undertook pre-clearance of partners’ investments, updating portfolios, undertaking portfolio maintenance, recording of investments for partners including understanding specific rules. Communicated with partners including leadership about their personal independence compliance. Assisted with independence testing process and communicating with managerial level staff and partners results. Assisted with questions from partners and staff across Canada on Annual Compliance Confirmation and reviewing and assessing disclosures on ACC in order to determine appropriate sanction letters. Dealt with queries on Firm Portfolio and reconciliation monitoring Dealt with global independence assessments (inbound) and assistance with outbound assessments. Updated and contributed to the design of Independence portal pages. Coordinating with marketing to create communication materials to support promotion of Independence Office. Contributed to the development of training materials on independence and working with the UK to achieve approval of Canada Alerts and upload to IPortal.

Compliance Manager: DSA Corporate Services Inc. 2018/05 – 2018/10 Provided Compliance Management duties with handling various compliance filings such as SEDAR, SEDI, TSX SecureFile, Ontario Form 1, CBCA, other provincial regulatory filings, TSX Venture and CSE Forms. Carried out and supervised SEDAR, SEDI, Federal & Provincial Filings and TSX & TSX –V filing staff to ensure quality and timeliness of filings within applicable deadlines. Annual Meetings (AGM) – Prepared all the AGM documents required for all the Team Leads with the respective Transfer Agents and prepared the scripts and minutes ahead of time. Client Management – Acted as the assistant Team Lead in providing delivery of corporate services to a limited number client companies to the extent contracted for in each of their Engagement Agreements. Client Support – Assisted Team members in providing delivery, management and supervision of complete suite of corporate services to all corporate clients to the extent contracted for each of their Engagement Agreements. ENGIN BAYDAR

Cell: 416-***-****; URL:; E-mail: 2

Meetings – Attended and assisted when required, Annual General and Board - Committee meetings for client companies to provide corporate advice, minute-taking services, and related services as required. Records Management – responsible for records management for client companies and handled issues as required for all clients.

Handled regulatory filings for TSX Exchange and Venture Exchange such as TSX-V Forms (4G, 3C etc.). Co-managed stock option tables (Excel) with respect to grants, exercises and cancellations. Prepared Treasury Directions and Warrant Certificates. Ensured methodology complies with internal policies and regulatory requirements. Designed, maintained, continuously improved and managed implementation and maintenance of Compliance and regulatory risk policy framework, risk management strategy and status of mitigation plans. Set and implemented Compliance Management priorities and objectives; developed Compliance reports, mitigation plans and updates; reviewed past Compliance Assessment results and researched industry and product specific risks. Securities Specialist; Computershare Corporate Investors Canada 2015/08 – 2018/04 Reviewed and verified accuracy of source documents (e.g. transfer instructions, legal requests including probate/trust agreements/corporate resolutions/certificate replacement docs, direct credit instructions, dividend reinvestment requests and optional cash payments

Validated to determine if all transactions received were in transferable order or reject the items noting any deficiencies Ensured that all transactions were completed in the time standards required based on regulatory requirements or internal standards.

Research the shareholder's account and company information to verify the legitimacy of the request before entering the required personal and or financial data.

Responsible for cross-training other specialists to ensure each have a thorough understanding of the various transaction requests resulting in accurate and consistent responses. Ensure that volumes are dealt with by assisting the team leader in the monitoring and tracking of outstanding items. Provide service that is based on a full understanding of the client's requests. It is critical to meet those needs with timely as well as accurate advice or service.

Selected Accomplishments: Ensured all non-registered and registered (including RSP, RIF, and RESP) accounts were set up accurately; administered account features including Pre-Authorized Chequing Plans, Systematic Withdrawal Plans and Dividend Withdrawal Plans. Liaised with broker/dealer community to resolve "not in good order" trades. Recognized for consistently providing high level of customer service to clients and promoting a customer centric environment. Credit Risk Officer: Scotiabank Global Risk Management 2009/12 – 2014/07 Provided formal review and oversight of credit quality of assigned portfolios including the review of delinquencies, risk ratings, industries and daily approval of individual credits; made loan structuring recommendations. Identified early client risk/exposure, early detection of volatile industries and markets for assigned portfolio; monitored exposure and limits, portfolios & control risk positions and ensured compliance with credit policy/underwriting standards. Evaluated financial performance of borrowers and prepared internal risk ratings in accordance with the banks credit policy and guidelines; made decisions and recommendations on renewals, ensured quality and soundness of credit transactions. Conducted annual industry analysis and performed credit analysis and credit report write-up on assigned portfolios. Prepared presentations and documentation for transactions to be presented for approval in bank credit committees; responded to questions received; ensured compliance with Credit Policy and reviewed legal documents. Managed filing, legal documentation and reporting from draft to final release into the Credit Risk Administration database. Performed KYC/AML and Sanctions through Corporate and Individual Client Portfolios. Selected Accomplishments: Verified accuracy and completeness of 720 credit presentations annually increasing expected production. Achieved a 99.9% approval rate, resulting in increased quality, speed and accuracy. Reduced departmental turnaround time from 10 business days to 2 days. Processed Credit agreements with applicable allocations, paper work, exposures, pricing, commission, term and conditions for related groups to reduce heavy workload. Effectively facilitated Corporate Loans (Precious Metal and Base Metal trades, Loans / Syndicated Loans, FEC Trades, Derivatives Algo Swaps, Money Market Trades, Asset and Non Asset covered Bonds). Recognized for preparation of complete and accurate Credit presentations/ advice & counsel documents capturing often complex lending arrangements with various combinations of multiple borrowers, currencies, availment types and booking points. Successfully linked facilities to established Guarantor records and Risk Rating models (MRA) where appropriate. Operations Analyst: Bank of America NA, FX-MM Trading & Cash Management 2004/09 – 2009/11 Administered defined procedures, analysis and report generation, and exception processing; provided guidance to associates regarding procedural, technical and operational changes; facilitated workflow, project prioritization and implementation/ monitoring of checklists, tracking systems, databases, spreadsheets, files, filing systems, contact lists, and report preparation and analysis; reviewed reports to identify exceptions, monitor quality and ensure compliance ENGIN BAYDAR

Cell: 416-***-****; URL:; E-mail: 3

Responded to inquiries and ad hoc requests for specialized products; served as a subject matter resource for process improvement projects; reviewed transactions and related documents and verified work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. Managed Daily Cash duties reporting, processing, budgeting, Cash command, cash settlement adjustments and clearings, Cash and holdings reconciliation and settlements between core systems, custodian and CMM. Executed payment processing on CVTS, LVTS and Swift Alliance SWIFT (MT100's, MT200's, MT300's MT600's and MT900 messages); completed investigations; processed Money Market and FX market trader deals; invested portfolios. Liaised with Bank of Canada, CPA, CLS Bank London/New York on all day-to-day and contingency issues; performed semi-annual live test and discussions; performed AML/KYC and FINTRAC practices and reporting. Produced monthly, quarterly and year-end financial reports: reviewed, researched and resolved discrepancies. Selected Accomplishments: Developed Business Requirement Procedure manual for CLS that enabled users to reduce process to 15 steps from former 35 steps. Consolidated portfolio processing including subscriptions, redemptions switch and transfers. Developed user manual with effective contingency plan for FINTRAC current and new users to avoid backlog or short staff and troubleshoot any technical issues EDUCATION

Bachelor’s Degree (Equivalency to Province of Ontario, World Education Services) Toronto 2002 Computer and Information Science Bachelor’s Degree, University of Ankara, Ankara, TR 1997 PROFESSIONAL DEVELOPMENT AND AFFILIATIONS

PMP Certification, PMBOK V5 2017

Project Management Institute (PMI) Member Current

Windows 7 Implementation Project Coordinator, Scotiabank 2016 Commercial Risk Management Training Program, Moody’s KVM, USA 2015 Harvard Manage Mentor Program, Harvard Business Corporate Learning Group 2013 - Current S&P 500 Earnings Seminar, S&P Canada / Capital Markets Intelligence Group 2012

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