Operations Supervisor

Cheryl V. Thompson

Brooklyn, New York *****

***************@*****.*** 732-***-****

Profile

Operations Supervisor with experience in the financial services industries.

Especially effective at initiating, establishing, communicating and

executing senior management directives. Earned a reputation for getting the

job done well within time parameters. Areas of expertise:

. Project manager with a proven ability to achieve and exceed business

development goals

. Skilled communicator with expertise in delineating and analyzing

financial processing situations while developing strategic solutions

and compliance, managing operational change processes

. Experienced in financial, operational management with thorough

understanding of administration, operations, servicing and client

billing

. Proven leadership and teambuilding skills, coupled with the ability to

direct strong teams managing customer relationships and providing

accurate services

Achievements

Business enhancements Increased productivity

Performance enhancements Improved efficiency

Process enhancements

Reinforced compliance standards

Increased profits Authored training materials

Increased sales Established work procedures

Reduced costs Team building/motivation

Trained staff Maintained customer

relationship

Professional Experience

JP Morgan Chase and Company, Brooklyn, NY

2011 - 2013

Mortgage Review Supervisor

. Successfully managed team of research analysts in performing

investigation and second look quality control determining if client

claim was valid through a review tracking system

. Enforced the Department Of Justice compliance standards for military

and non-military borrower's foreclosed home ownership loan servicing

contracts

. Adhered to independent auditor, Dodd-Frank, and other applicable state

and federal laws and guidelines determining if borrowers had been

harmed in mortgage foreclosure process

. Compiled incoming information files from attorneys

. Uploaded specific document image files into bank system

. Continuously produced 98 percent quality results with quantifiable

measures among the department

New York Life Insurance Company, Brooklyn, NY

2010 - 2011

Agent

. Introduced, explained, and demonstrated life insurance/wealth

management products to clients in accordance with their personal needs

and long term plans

. Adhered to established company compliance guidelines

. Sold over seven million dollars in products achieving 2 million plus

over goal

. Built a solid client base utilizing a strong referral network and

relationship building skills

Cheryl V. Thompson

Page 2 of 2

Bank of New York Mellon, New York, NY 1989 -

2009

Assistant Treasurer, Business Process Re-Engineering Project Manager

. Managed the business process re-engineering banking team with keen

focus on client fee billing for treasury, custody and cash management

services

. Lead team in focusing on delivery methods of merged bank's services

. Streamlined the customer relationship management techniques resulting

in enhanced customer experiences

. Collaborated with senior management to assess operating situations

. Developed strategic business plan solutions

. Successfully prepared business plans

. Submitted documents to technology team to merge a 255,000 client

account base with 181 exception fee structures in accordance with

contractual agreements

. Produced business operating process solutions for interacting

operation departments that achieved savings of $500,000, in

operational efficiencies, and the reduction of 6 line employees

Assistant Treasurer, Client Services Billing Manager

. Managed a staff of twelve in the day-to-day fee billing operation for

trust and custody client services

. Lead team in focusing on timely delivery of bank invoices and general

ledger postings

. Adjusted the postings to both the customer account and general ledger

. Issued remittance distribution checks for trust/estate customers

. Contributed to the establishment of company policy compliance

standards

. Instituted operational process changes resulting in more streamlined

workflow

. Consistently exceeded established performance quotas in account

processing and revenue generation goals

. Generated 2.3 million dollars per month in revenue for 1,780 client

account base

. Reduced manual processing time by 20 hours, and processing error rate

by 12 percent per month

. Designed a user-friendly operations fee processing manual

. Trained employees in the use of a new $10 million internal fee billing

computer system

Education

B.S., Business Management, Pace University, New York, NY

Bank Operations, American Institute of Banking, New York, NY

Computer Skills

Microsoft Office - Word, Excel, PowerPoint, Visio, Access

Community Services

Lefferts Place Civic Association, member and secretary

New York Partnership for the Homeless, volunteer

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