Customer Service Management

ESTHER SANDY-WILLIAMS

Waxahachie, Texas *****

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

214-***-****

SKILLS & ACCOMPLISHMENTS

. Over 15 years experience in the financial industry.

. Operations risk management experience.

. Proficient in Microsoft Office and Depository Trust & Clearing

Corporation (DTCC) applications.

. Strong organization, prioritization, interpersonal and presentation

skills.

. Effective communicator with excellent written and verbal communication

skills.

. Strong customer/client focus. Comfortable working in an international

client environment.

. Doubled volunteer staff for a non-profit organization in less than one

year.

. Skilled in classroom management, teaching and implementing curriculum.

. Redesigned entire process by which shareholders received their

statements that resulted in said statements being received

approximately 25% faster.

. Designed and wrote training manual for secondary market municipal bond

insurance transactions.

. Developed a new procedure that reduced the processing time of

secondary market municipal bond insurance transactions by

approximately 30%, resulting in being awarded company's achievement

award.

. Designed analyst tracking system for quality/customer service

initiative that lead to a 15% increase in response time to clients.

EMPLOYMENT HISTORY

2011 - 2013 The Oaks Fellowship, Red Oak, TX

Epic Beginnings Director (Early Childhood Director)

Managed paid & volunteer staff of about 60 people. Recruited and

trained paid & volunteer staff to carry out their duties and

abide by policies and procedures. Managed the background and

reference checking procedures to ensure that every paid &

volunteer staff member had a cleared, clean background and

positive references. Created & managed weekly and monthly

work schedules for paid & volunteer staff. Managed curriculum

implementation.

2001 - 2011 JPMorgan Chase, Dallas TX

Officer/Transaction Processing Manager (09/06 - 01/11); Supervisor

(02/02-09/06); Senior Securities Specialist (01/01-01/02)

Managed a team of professionals to process foreign and domestic cash

dividends, tax refunds, foreign tax and currency elections and

mutual fund transactions. Managed, supported and monitored

daily processing functions by performing daily, weekly and

monthly detail management reporting in order to maintain

processing goals & objectives. Managed, trained & coached

employees; wrote and delivered mid-year and year-end

performance appraisals Analyzed and approved foreign cash

dividend payments ensuring clients received correct payments

based on IRS and foreign government requirements. Analyzed

and approved foreign tax and currency elections. Analyzed and

approved mutual fund transactions. Analyzed, reduced, tracked

and reported risk to management. Processed foreign cash

dividends and made tax elections.

1999 - 2000 Guardian Life of the Caribbean Limited, Trinidad, West

Indies

Personal Financial Planner - Sales Representative

Analyzed financial needs for over 50 clients and made investment

recommendations.

1998 - 1999 Trinidad and Tobago Unit Trust Corporation, Trinidad, West

Indies

Assistant Administrator

Evaluated mutual fund transactions to ensure accuracy, adherence to

policy and resolution of discrepancies. Complied data and

wrote fund performance and sales update reports for senior

management. Managed the administration of a U.S. mutual fund.

Managed the distribution of shareholders' annual statements,

quarterly statements, dividends and capital gains, which

included staff management and allocation of resources to

ensure timely distribution.

1996 - 1997 Woolworth Realty Corporation, New York, NY

Asset Management Coordinator & Assistant to the President

Resolved issues related to property closures, evaluated bids and hired

subcontractors. Met with brokers and potential tenants to

sublease property. Analyzed monthly reports and carried out

appropriate follow-up to minimize vacancy rates, expenses and

rental delinquencies, maximize rental income and sell surplus

company owned real estate. Coordinated meetings, managed

calendar, made travel arrangements, prepared presentations,

prepared and submitted travel and expense reports.

1990 - 1996 Financial Guaranty Insurance Company, New York, NY

Deal Administrator (4/95 - 10/96); Operations Assistant (3/94 -

4/95);

Secretary (5/90 - 3/94)

Analyzed cash flow, calculated premiums and audited primary and

secondary market municipal bond transactions. Managed

municipal bond closings including issuance of commitment

letters and legal contracts; reviewed and approved bond

counsel opinions and official statement disclosure language.

Executed secretarial duties for two directors, two assistant

vice presidents and two analysts.

1986 - 1990 Held secretarial/administrative positions.

Performed secretarial & administrative function for: President,

managing director & vice presidents. Coordinated meetings and

domestic & international travel arrangements, managed busy

calendars, prepared presentations, prepared and submitted

travel expenses including the calculation of FX rates.

Performed general office management duties including ordering

and maintaining supplies and coordinating workflow for junior

secretarial staff.

EDUCATION

1996. Pace University, New York, NY

B.S.: Professional Studies - concentration in Communications and

Management

2000 Academy of Insurance, Trinidad, West Indies

Licensed Life Insurance Agent

1986 Berkeley College, New York, NY

AAS: Secretarial Science

Notary Public

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