Customer Service Quality Control English Teacher

Roger Kanagarajah

**** *** *****

Montreal QC H*E 2Z5

Email *******@*******.***

Tel #438-***-****

SUMMARY PROFILE

Overview

An astute, resourceful and results-oriented Financial Services Executive

with demonstrated expertise in the following key areas:

. Development of Effective Investment Regulations/Systems/Procedures;

. Strategic Operational Planning/General Administration;

. Proactive Leadership/Team Building/Coaching;

. Business Communications/Client Relations

Personal Attributes:

Organization:

. Adept at developing efficient systems, handling multiple projects,

managing priorities and working efficiently with strict deadlines

Human Relations:

. Skilled at interacting with individuals and groups at all levels

(internally and externally); effective facilitator and negotiator with

a clear and concise presentation style

Vision:

. Able to anticipate and seize opportunities to increase profitability

and optimize costs

Languages:

. Full fluency in English, Malaysian and Indonesian

Information Technology:

. Advanced knowledge of DST mutual fund system used worldwide in the

management of mutual funds; experienced in the use of Lotus and

WordPerfect

PROFESSIONAL EXPERIENCE:

Business English Consultant May 2003- Present

Education, Canada, College

. Education Canada Tesol certificate recognized by the Canadian Language

Teacher's Association (CLTA), the European Union Tesol Association

(ETUA), and Tesol U.S.A.

. Teaching Business English to international students

PKHRMC 2002-

Present

. Management Consultant to companies specializing in Management,

Research, Marketing, Product Development, Human Resources, Fund

Management and Global Investments.

Roger Kanagarajah Page

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Client Advisory Services Manager

CIBC MELLON, Toronto, Canada 1999-2003

. Managed a staff of 6 Supervisors, 2 Quality Control Analysts and a

staff of 55 Specialists

. Provided custodial functions to 225 clients and advisors such as Cash

Management, domestic and global trade processing, income repatriation

and foreign exchange

. Ensured customer service levels met organization goals, client

expectations and remedied critical situations immediately

. Led and participated in client meetings including the creation of

presentation materials

. All aspects of resource management (selection, development,

performance management, recognition)

. Minimized financial risk through constant monitoring and creating a

high performance/low tolerance environment

. Maintained current and complete developmental procedures and

contributed on a continual basis toward overall process environment

. Managed audit processes and compliance within the group

. Project management as required

. Reviewed and authorized some high-risk transactions

Consultant Self-employed 1998-1999

. Consulted foreign investors in S.E. Asia interested in investing in

Canada

Client Services Manager State Street, Canada 1994-

1998

. Canadian Financial Data Services/Operations/Institutional Clients

Highlights

. As a member of the management team, progressively responsible for the

organization and implementation of the Canadian subsidiary, including

set-up of computerized trading department (the first international

subsidiary conducting NSCC Trading and Canadian Equivalent Fund Serve

Trading).

. Sourced and recruited qualified personnel, developed and coordinated

training programs, established training guidelines and prepared

procedures manual for approximately 40 employees; organized

administrative process.

. Acted as a key liaison with clients worldwide, and significantly

contributed to international trading and client services operations.

. Primarily interacted with high net worth individuals in the offshore

mutual fund industry.

Achievements

. Developed and implemented department structure, assigned

responsibilities to appropriate associates, constituted transactions

processing and quality control procedures.

. Actively participated in the design and implementation of new

computerized trading systems for Luxembourg operations.

. Instrumental in establishing standards, quality control and overall

optimization of operations.

. Successfully utilized knowledge of foreign cultures in dealing with

international clients; this contributed to improved business

profitability and effective positioning of the company in the global

financial sector.

Roger Kanagarajah

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Client Services Manager (Cont'd)

Special Achievements

. Managed a department involved in transactions processing for

transfers, exchanges, purchases, new account set-ups and redemptions.

. Reconciled trade dollar amounts on a daily basis against buys and

sells.

. Settled trades in various currencies through various stock exchanges:

. New York, London, Toronto, Dublin, Hong Kong.

. Impute trades into the DST system for buying and selling purposes and

verifying the actual trade amounts.

. Managed a team that was instrumental in product development, analysis

research, and documentation and performance measurement for the

implementation of the DST mutual fund system globally.

Client Services Manager State Street Bank, USA

1990-1994

. Boston Financial Data Services/Operations

Highlights

. Managed operations, information technology and client relations areas

. Supervised 40 associates, Established procedures and regulations as

well as continuously consulted with management and

external mutual fund companies on improvement of client

services

Achievements

. Identified innovative strategies to increase staff productivity by

consistently evaluating and monitoring performance; provided necessary

staff direction and discipline, while demonstrating fairness,

professionalism and solid leadership

. Played key role in the planning and implementation of new fund

conversion and the execution of new technology with mandate of

increasing efficiency and productivity.

EDUCATION AND PROFESSIONAL DEVELOPMENT:

HARRIOTT WATT UNIVERSITY, Edinburgh, Scotland (on-going)

. MBA-International Business

. Successfully pursuing an off-campus business program with several

credits awarded for practical work experience.

UNIVERSITY OF MASSACHUSETTS, Boston, USA

. Bachelor of Business Administration

. Areas of study included: Economics, Political Science, Psychology,

. English, Chemistry and Biology

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