Customer Service Management
Resume:
Sonia R. Pitter
Atlanta, GA
********@*******.***
http://www.linkedin.com/in/soniarpitter
Leader in Business Analysis, Solutions Design
& Risk Management in Financial Services
Accomplished and versatile senior-level Business Analyst and Quality
Assurance specialist with extensive experience in the financial industry.
Expertise in full system development lifecycle to include design,
requirements documentation, development and execution of test plans, test
cases and test processes to enable immediate and effective corrective
action. Known for generating significant and consistent cost savings and
fault-free implementation of tailored business solutions.
Skilled in regulatory compliance, risk management, process improvement,
implementation strategy and system conversion. Adept communicator with
recognized strengths in collaboration, problem solving and education with
diverse stakeholders at all levels. Ensures process and project
initiatives are defined, scoped, and appropriately sponsored.
Areas Of Proven Strength
Improvement Initiatives Risk Management Business Solutions Design
SWIFT Data Mapping Regulatory Compliance Implementation Strategy
Requirements Gathering OFAC / FINCEN / Sanction Mentoring & Coaching
Screening
Program & Project Domestic & International Client Conversion &
Management Payments Training
Professional Experience
Brown Brothers Harriman, Jersey City, NJ 2000 - 2015
Assistant Vice President and Senior Business Analyst, Funds Transfer (2004
- 2015)
. Design Improvement Initiatives. Lead Analyst on diverse and complex
projects, often involving multiple departments and offshore teams.
Researched and recommended process improvement initiatives; identified
new opportunities and led improvements in operational efficiencies
through enhanced workflows, operational controls, user experience, and
elimination of manual process. Worked closely with developers to quickly
research and resolve production issues. Created, maintained and
prioritized discretionary enhancements geared towards quality control,
improved productivity and risk reduction. Represented department on all
firm-wide initiatives, by providing expertise and assessing impact to the
payment processing system.
. Requirements Gathering/Documentation. Facilitated communications with
diverse stakeholders to define and document requirements. Helped convert
functional requirements into technical specifications. Provided
developers with new screen designs, transaction mapping logic, new
workflows and transaction calculations. Prepared and executed project
plans, including resource allocation, scope analysis, and test strategy.
Performed gap analysis and provided documentation to Senior Management.
Visited vendors on site to review requirements, provide expertise and
approve design proposals. Was responsible for analysis, requirements
documentation, testing and implementation of annual SWIFT upgrades.
Served as Subject Matter Expert (SME) for payments including CHIPS and
SWIFT mapping.
. Quality Assurance Testing. Developed test scripts using HP Quality
Center; created test cases and test plans. Led all phases of testing
includes unit testing, user acceptance testing (UAT), functional,
regression, end-to-end, parallel and dry runs. Ensured test scripts were
aligned with business requirements. Tracked and recorded defects in the
QA environment. Created measureable guidelines to track testing success.
Communicated testing results and worked with offshore development teams
as required.
. Quality/Risk Management. Led team to the successful development and
implementation of a web-based application to manage and process wire
instructions received via FAX which resulted in a 99% decrease in errors
and omissions. Managed successful implementation of multiple processing
solutions to improve the Straight-through-Processing (STP) rate,
increasing from 75% to over 90%. Collaborated with the Treasury and Risk
groups to develop a new process for the managing incoming receipts and
calculating available balance for payments within the bank's
Sonia R. Pitter Page Two
Professional Experience (Continued)
liquidity platform; this led to real-time processing of funds and greater
visibility of pending transactions. Led the successful conversion from
an in-house legacy OFAC monitoring system to a vendor application.
. Mentoring and Coaching. Hired, on-boarded and directed the work of Junior
Business Analysts to assure compliance with established standards and
procedures. Monitored team progress and coached for performance.
. Implementation Strategist. Determined product quality and release
readiness. Made go/no-go decisions. Created implementation checklists.
Recommended and documented requirements for post implementation check-
outs. Provided release coordination and support. Researched and
resolved issues post-implementation.
Operations Supervisor, Funds Transfer (2000 - 2004)
. Managed a staff of 12 employees responsible for the input verification
and authorization of domestic and international payments received from
both internal departments and clients.
. Ensured transactions were processed accurately and timely across
multiple market deadlines.
. Managed Hold Sheet desk responsible for monitoring the bank's balance at
sub custodians. Communicated positions to the Treasury Department in a
timely manner.
. Hired and trained staff as needed.
. Assessed and recommended processing improvements.
Banco Popular, NA, New York, NY 1995 - 2000
Operations Supervisor, Methods & Procedures (1998 - 2000)
. Managed a team of 5 responsible for the documentation and dissemination
of operating, regulatory and system related procedures to a branch
network of 70 branches across the U.S. Conducted systems and regulatory
training in the New York, New Jersey, Chicago and California offices.
. Worked closely with Compliance, Auditing, and the Branch Networks to
ensure compliance with regulation.
. Prepared the teller and platform training manuals to be used throughout
the branch network.
. Designed and produced all branch brochures.
. Worked closely with the marketing team, ensuring that all marketing
materials were compliant with regulation.
. Worked closely with our teller and platform vendors to conduct, testing,
piloting and rollout of new teller system.
. Created and maintained all forms used in the branches and in the back
offices, ensured that all forms were updated and contained the verbiage
required by Federal and State regulators.
. Managed the Operation's Helpdesk, which provided technical and
procedural support to the branch network.
Analyst, Methods & Procedures (1995 - 1998)
. Documented regulatory and functional procedures for branch networks and
provided helpdesk support as needed.
CoreStates Bank, New York, NY 1990 - 1995
Customer Service Representative
Education
Bachelors of Business Administration, Marketing
Bernard M. Baruch College, City University of New York
Banking System & Application Skill
Keystone (wires)
Inquiry Manager
FircoSoft
HP Quality Center
Test Director
MS Office Suite
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