Customer Service Manager
Resume:
MARK E. GOLDSTEIN
Stamford, CT 06902
*****.*********@*****.***
OBJECTIVE
To obtain a challenging position in an organization that will allow me to
provide excellent customer service and support to clients, management and
subordinates.
QUALIFICATIONS
. Extensive managerial, administrative and computer experience, which
includes knowledge and usage of MS Office.
. Proficient in Office Management, utilizing strong interpersonal and
excellent customer service skills.
. Experience in fostering diversity and inclusion in the workplace.
. Extremely organized, detail oriented, and able to work in a complex,
fast-paced, hectic environment.
. Able to multitask and prioritize various tasks and duties.
. Strong ability in personnel recruiting, interviewing, coaching,
training, mentoring and motivating.
. Skilled in achieving immediate and long-term goals and meeting
operational deadlines.
. Effectively communicates in a clear, concise manner with all levels of
management and staff.
WORK HISTORY
J.P. Morgan Securities, LLC. Business Support Manager August
2012 - Present
. Provides business and office management support to 350 people in the
Securitized Products Group across North America.
. On-boards new employees and off-boards employees when they leave the
department or firm.
. Facilitates and expedites traders and bankers technology requests.
. Remediates shared drive folders to ensure non-sharing of information
between departments.
. Reviews, approves or rejects expense reports in accordance with
expense policy.
. Implements Business Continuity for the SPG Front Office NY, Chicago,
and branch offices. Creates and manages the Business Continuity plan,
and makes updates periodically. Conducts annual tests at contingency
sites, and bi-annual call tree tests. Detects and closes any gaps in
resiliency strategies and performs due diligence.
. Creates monthly headcount listing for Business Support Management
team.
. Implemented an expense management exception report which clearly
defines which employees are not consistent with the expense management
policies.
. Upgraded trading floor and bankers computers from Windows XP to
Windows 7.
. Works in conjunction with Business Managers to drive projects to
completion.
. Maintains and updates the floor plans of groups across North America.
Takes ownership of real estate for these locations.
. Facilitates moves, adds and changes (MAC) for department.
. Approves all procurement for department.
Bear, Stearns Securities Corp.
J.P. Morgan Clearing Corp. Operations Office Manager
May 1995 - August 2012
. Maintains and manages office of 250 people. Coordinates departmental
and individual employee moves, including relocation of phones and
computer workstations. Successful in moving 250 people from one
building to another.
. Approves all IT hardware and software invoices for IB Operations
departments. Partners with IT desktop support to ensure that projects
are completed on time and within budget. Monitors and manages costs
throughout the LOB, including technology, and communication charges.
Successfully managed the upgrade of Office 2007 to over 800 employees.
. Created and maintains the Cashiers Department SharePoint website where
staff is advised of new business, upcoming projects, FAQ's, and tracks
overtime.
. Manages and is responsible for Human Resources functions which include
interviewing, hiring, transferring and separation of employees.
Ensure that all employee evaluations are completed for entire
department. Handle employee relations including grievance and
discipline issues. Ensure entire department has taken required
training courses and certifications. Maintains department headcount.
. Coordinate, monitor and implement Business Continuity planning for
Equity Operations at both onsite and offsite locations. Manages the
software installation in our disaster recovery sites. Ensure that
managers of department can access systems remotely. Creates the BCP
manual for the department. Conducts bi-annual testing for the
emergency notification system and Business Continuity Plan.
Participates in Pandemic Flu scenario and determined how it could
impact the business units.
. Creates Excel spreadsheets to provide analytics and to manipulate
data.
. Presented remote access solutions to management that saved the LOB
over $800,000 annually. Coordinated and tested VDI (Virtual Desktop
Infrastructure) with over 200 employees using Remote Desktop
Connection or via a Sunray virtual display.
. Managed the post merger documentation process changes for Equity
Operations. Leveraged expertise in Operations and relationships with
Legal to effectively change over 200 documents sent to clients and
Broker-Dealers.
. Leverages knowledge of back office operations to effectively resolve
client inquiries.
. On-boards employees with system access. Creates and assists department
with EURC, IBID and AACT requests which enables staff to order
applications, or system access. Security information owner and
approver for certain applications.
. Monitors security breaches that Operations departments may incur.
These include paper policy, misdirected emails, incorrect mailings to
clients and customer privacy issues. Conducts periodic tests of each
employee's workstation to ensure compliance of privacy rules. Ensures
that department managers have complied with daily supervisory
procedures as outlined by Legal and Compliance. Collects monthly
supervisory procedures checklist from each manager to ensure that
management has complied with written supervisory procedures.
SUMMARY OF SKILLS
. Microsoft Word, Excel, PowerPoint, Outlook, CICS, PTS, PBSP, ARIBA
Spend Management, Presentation Skills.
LICENSES AND CERTIFICATIONS
. FINRA Series 7.
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