Customer Service Management
Resume:
GORDON PRYCE
Laurelton, NY *1413
Cell: 347-***-****
E-mail: **********@*****.***
OBJECTIVE
To obtain a challenging, growth-oriented position in business by leveraging
more than eight years in research, data management, casework and customer
service experience.
SUMMARY OF QUALIFICATIONS
* Strong written, verbal and interpersonal skills and a keen
sense of urgency with internal and external client negotiations.
Assumes accountability for actions, responsibilities and work
product; contribute substantially to team initiatives.
* Advanced knowledge of financial (Thompson Reuters & Edgar)
applications and client relationship management (CRM) software
(Salesforce).
* Accountable and highly motivated to contribute
substantially to team initiatives.
* Methodical and analytically focused with strong research
abilities; quick recognition of anomalies.
* Exemplary time management, prioritization and multitasking
capabilities.
* Adept at handling functional directives while meeting deadlines
and performance quotas.
* Productive under pressure and exhibits sound judgment in
rendering time critical decisions.
* Proficient in Excel, PowerPoint, Outlook & Internet Explorer.
EXPERIENCE
ManpowerGroup Solutions
New
York, NY
Customer Representative - American Express Account at CBRE
11/12 to 3/14
* Performed a variety of customer service duties requiring a
high degree of tact and diplomacy in order to maintain the
proper company image.
* Primary duties consisted of interfacing with Customers on
matters of order entering, processing and follow-up.
* Responded to and resolved problems encountered by the
Customer concerning such issues as delivery dates,
change orders, order expedites, property maintenance, etc.
Martin De Porres Group Homes
Queens, NY
Caseworker 7/12-11/13
* Counseled juvenile delinquent males and biological/adoptive parents
and refer them to appropriate community resources.
* Corresponded with and conduct face-to-face interviews with
psychologists, psychiatrists, and guidance counselors to monitor,
assess, and properly address the mental health and physiological
needs of the young men.
* Provided progress reports verbal and/or written to ACS and
the Family Courts.
* Coordinated agency, community, and family resources with
the objective of achieving permanency for the young men
* Advocated to the Administration for Children's Services (ACS),
the courts, and all relevant entities on behalf of the young men.
Standard & Poor's, Capital IQ
New York,
NY
Research Associate - Fixed Income Terms & Conditions 9/07-6/12
* Promoted to head of variable rate municipal bond group, dealing with
remarketings, conversions, and tenders.
* Trained over 10 staff members in Associated Obligor methodology and
workflow; international in scope as applied functions include global
knowledge sharing with India offshore team utilizing enterprise web
and teleconference tools.
* Co-authored an Associated Obligor procedural manual to
cross-train the department.
* Compiled and maintain data elements on municipal and
corporate bonds in support of the Securities Evaluations division.
* Ensured data quality by validating the completeness and
timeliness of the information contained in databases from which bond
market information is published such as sinking funds, call date,
maturity and offering amounts, class and subclass, insurance and
remarketing information.
* Collaborated with underwriters and trust administrators to
obtain credit and enhancement information and reconcile investor-
related questions and inquiries regarding the reliability of the data
reflected on the product websites so that clients/investors can make
sound risk assessment decisions.
* Served as primary liaison to resolve discrepancies in
proprietary database versus competitor databases; document and
explain differences in team methodology.
Kelly Services
Consultant to R.R. Donnelly & Sons
New
York, NY
Contact Associate - Print Placement and Procurement -
Productio
n
2/07-
8/07
* Coordinated workflow of capital markets print collateral.
* Managed delivery schedules and request queue.
page 2
Consultant to Standard & Poor's
New
York, NY
Database Operator - Structured Finance/Surveillance
12/05-12/06
* Conducted analysis on mortgage-backed and asset-backed
securities data from INTEX, an external database that houses
structured fixed-income cashflow models.
Contracts Coordinator - Global Licensing and Contracts
* Processed licensing contracts by entering statistical
information for departmental dissemination.
Consultant to VNU Business Media
New
York, NY
Database Operator - Group Marketing
9/05-
11/05
* Led calling campaign to verify marketing executives
contact information.
* Maintained organizational records in Goldmine database.
Penguin Publishing New York, NY
Marketing Internship Spring 2005
* Performed office management administration.
NYC Human Resources Administration New York, NY
Job Opportunity Specialist 9/04-5/05
* Gauged applicants' preparedness for employment; made referrals
to vocational training, family support and public assistance
services.
Family Support Systems Unlimited, Inc. Bronx, NY
Caseworker 9/02-9/04
* Counseled foster children, biological and foster parents, and
referred them to appropriate assistance agencies.
* Advocated to the Administration for Children's Services (ACS),
the courts, and all relevant entities on behalf of the foster
children.
EDUCATION
Dowling College Oakdale, NY
M.B.A., General Business Management (GPA: 3.4) 1/06
Selected by peers to fulfill CEO role in Simulation Company's final
presentation.
Shaw University Raleigh, NC
B.A., English Literature (GPA: 3.8) 5/01
Municipal Bond Club/School of New York New York, NY
Certificate of Completion 4/08
AWARDS & DEVELOPMENT
McGraw-Hill Professional Development New York, NY
Performance, Image, and Exposure (P.I.E.) Program 2/10
Achievements:
* Standard & Poor's Bronze ACE Award, March 2009 for Teamwork
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