Customer Service Sales

SHAWINA MCLEAN

*** ****** ****** ● Jersey City, NJ 07305

914-***-**** ● *********@*****.***

SUMMARY

Seasoned and dedicated financial services professional with over 7 years of experience possess thorough knowledge in reconciliations, operations and customer service. Demonstrates strong analytical, detail oriented and problem solving abilities performing tasks effectively, accurately and quickly meeting time sensitive deadlines

EXPERIENCE

H&R Block Jersey City, NJ

Client Service Professional Seasonal 2015

Delivered exceptional customer service by greeting, assisting and directing clients in a warm and welcoming demeanor

Addressed and identified client needs while creating a positive first and last impression

Responsible for answering all incoming calls in a courteous and professional manner

Utilized H&R Block system and tools, such as Appointment Manager, Client Matching and Client check-in to confirm and schedule appointments, check in clients and match clients to tax professional that can best meet their needs

Communicated H&R Block products and services while giving information and answering client inquiries which aid in achieving daily goals of up to $12,000 in revenue

Managed client wait time in the tax office assuring that it is at minimal

Opened, closed and reconciled cash drawer accounting that all cash, check and credit card transactions are posted and verified

Prepared and trusted to make daily deposits of over $500 dollars

Macy’s White Plains, NY

Support Associate 2013 to 2014

Prepared department for One-Day sales and promotional events on a weekly basis

Placed and presented merchandise on selling floor according to floor directive

Fulfilled and shipped 100 online orders daily

Maintained merchandising standards on selling floor in compliance with visual standards

Kohl’s Jersey City, NJ

Retail Sales/Cash Balancing Associate 2008 to 2010

Generated numerous sales by responding to customers questions and educating them on merchandise

Maintained knowledge of promotions and sales for each week

Displayed and arranged merchandise on shelves

Processed payment transactions, and accurately reconciled and balanced 20 cash registers

Counted and prepared monies for deposit

Royal Bank of Scotland New York, NY

Loan Operations Specialist 2007

Extracted and interpreted loan details from credit agreement

Ran forecast sheets of syndicated loans for relationship managers

Constructed deal and facility into the loan IQ operating system

Citigroup Private Bank Residential Real Estate Long Island City, NY

Post Close Audit Associate 2002 to 2006

Performed Mortgage Financing audits in servicing of high net worth clients

Ensured that all credit, regulatory and loan documentation was satisfied for a pipe line of approximately 1500 loans

Audited and reviewed closed loan files for completeness and accuracy of all documents related to residential mortgages

Applied consumer lending regulations such as RESPA and Reg Z to daily audits

Resolved discrepancies in conjunction with servicer and external vendors

Reconciled charges on the final HUD-1 against banks closing instructions and funding form making certain that the appropriate exchange of funds was disclosed correctly

Identified and prioritized risk issues, while maintaining product and departmental quality

Pershing LLC Jersey City, NJ

Options Associate 2000 to 2001

Balanced and adjusted customers’ positions on option trades

Processed trade correction wires, including commission, quantity and price changes

Reconciled Pershing's stock record position with the Options Clearing Corporation

Reviewed daily trade break reports and timely resolved discrepancies with traders

Executed exercises and informed customers on expiring options and assignments

State Street Corporation Quincy, MA

Portfolio Administrator 1999 to 2000

Oversaw and balanced activities for 12 international and domestic mutual funds

Calculated the daily cash availability for each fund

Booked and monitored equity and bond trades

Rectified and resolved DTC and FED settlement issues

Prepared monthly custody bills

Researched and resolved client inquiries in a timely manner

Utilized analytical skills while reconciling exceptions between bank’s DDA and ACH general ledger accounting system

Processed daily transactions such as interest, capstock and expenses

Tied out funds daily ensuring that all monies were invested

EDUCATION

Boston College Chestnut Hill, MA

Bachelor of Arts Degree in Psychology 1996

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