Business Operations Analyst

BUSINESS OPERATIONS ANALYST

QUALIFICATIONS PROFILE

Highly analytical, dynamic, and results-oriented professional, with hands-

on experience in business operations, finance, and customer service. Excel

at developing and identifying process improvements as well as in executing

best practices and discipline. Exemplify competency in meeting operational

objectives, while applying superior knowledge of program, business, and

team management to develop, monitor, and analyze plans. Display strong work

ethic and exceptional skills to multitask; combined with the ability to

work efficiently and effectively in a fast-paced and competitive

environment.

AREAS OF EXPERTISE

Business and Data Analysis Operations Management Problem Resolution

Customer Service and Relations

Auditing and Account Reconciliation Planning and Coordination Overall

Process Improvement

PROFESSIONAL EXPERIENCE

MERRILL LYNCH & CO. ? New York City, NY

Assistant Vice President Employee Stock Option and Equity Processing

Supervisor 2014-Present

Assume full responsibility in handling wire and check requests that

automatically share sales according to stock rewards given to executives

from different companies within the service scope.

Take charge of the management information system (MIS) reporting for both

401k and Equity Processing teams.

Participate in all meetings that focus on program improvements and

processes modifications.

Determine and evaluate technology developments for future process

efficiency; coordinate self-developed formal write-up with the technology

partners, accountable for testing and approving the release of the new

technology development.

Play a key role in funding bank account on a daily basis to ensure proper

drafting of all daily activities, including reconciliation of omnibus

accounts for more than 30 ledgers correlating to various distribution

processing requests.

Assistant Vice President 401k Cashiering Operations Supervisor 2011-

2014

Functioned as the subject matter expert to all inquiries regarding customer

service, and as the primary point of contact to other department managers

with inquiries regarding 401k distribution and deposit processing.

Rendered direct supervision to nine employees in 401k Cashiering Department

including conducting employee training, development, and evaluations.

Authorized the entire monetary transactions for wires and ACHs with an

average daily volume of $80M.

Mentored employees through cross training to improve their competency and

cover the entire cashier functions.

Strengthened business relationships with both internal partners and

external vendors to resolve escalated matters and develop process

improvements.

Ensured business continuity by settling monetary breaks in reconciliation

reports for audit purposes.

Oversaw work queues from multiple processing and point of contact

applications.

Held responsible for managing all institutional 401k plans serviced by the

firm which included processing wires, journal entries, Automated Clearing

House (ACH) payments, check deposits, and other distributions.

Administered entire team activities to accomplish tasks in a timely and

accurate manner, as well as to identify ways to enhance processes

efficiency and mitigation of risk.

Built strong relationships with internal clients including payroll, client

service, finance, and call center; as well as with external vendors

including UPS and Broadridge.

Card Resolution Specialist Visa Credit Card Department 2008-2010

Rendered direct support to Visa Rewards associates in resolving complicated

issues that cannot be addressed through phone call.

Evaluated, researched, and prioritized major issues of the month by

creating and managing card resolution dashboard to implement future

improvements to the Visa Program.

Efficiently used service-level software monitoring call queues while

coordinating with agents, and generating nightly activity reports.

Implemented program guidelines, benefits, and new product servicing offers

for the Visa Rewards program in collaboration with third party vendors.

Banking Specialist Banking Service Network 2007-2008

Significantly acquired new accounts, which involved processing account

applications.

Provided continuous support to banking product inquiries and transactions,

including brokerage offerings to commercial clients.

Provided program information as back office assistants to client facing

branch offices.

Expertly dealt with customer inquiries on Jumbo Certificate of Deposits

with more than $100K.

Card Services Specialist Visa Credit Card Department 2006-2007

Addressed client inquiries regarding the company's Visa card products and

discussed to clients opportunities, benefits, and program offerings.

Provided information and handled enrollments for appropriate Visa products.

Administered clients' reward program redemption requests.

Established future Visa-related marketing campaigns in partnership with

management.

Educated clients at the branch office level regarding Visa card programs in

coordination with financial advisors and client associates.

EDUCATION

Bachelor of Science in Business Administration, with Concentration in

Finance and Management: 2006

GPA: 3.54 / 4.0 Graduated Top 19 / 400 in Business Program National

Honors Society Dean's List

Who's Who among College Student

Fordham University - College of Business Administration ? Bronx, NY

PROFESSIONAL DEVELOPMENT

Programming Training Six Sigma Green Belt Introduction Class

AWARDS AND HONORS

Multiple Employee Accolades-E-recognition Cards Employee Incentive

Rewards

ACTIVITIES

DECA Marketing Club Softball League Church Landscaping, Volunteer

TECHNICAL ACUMEN

Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) Microsoft

2003 Microsoft Access

IGATE Siebel Citrix Oracle Frames per Second (FPS) Software UPS

Mail System CashPro Mainframes

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