Project Manager Customer Service

SHANIQUA R. DANIELS

***-** ***** **, ***** Ozone Park, NY 11420 Email: ********@*****.*** Home:

718-***-**** Cell 804-***-****

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Relevant Skills:

OAS/VAS, rPay, Middleware, Sircon, AWF, P8, RUMBA, Symposium, Blue Pumpkin,

Beta Backoffice, Microsoft Office Suite, Microsoft Project, Smart Station,

Oasys, APL, Bloomberg, Reuters, ACT, Pru Calculator, Vestmark, Upstream,

Portia, Elementool, Annuity Net, Annuity Net 3, UAT, Enterprise, Share

Point, CRM, Salesforce, Aplifi, Ebix, SDLC, Agile, OMS, OEA, RDMS, Visio,

DocShare, Data Warehouse, SQL, Google Docs, Outlook and Lotus Notes.

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Work History:

FINRA- New York, NY 05/14-

Present

Sr. Business Analyst

. Draft Business Requirements which will be used for the development and

maintenance of various FINRA data capture applications

. Participate in production support as well as Data Governance regarding

data/FIX messages, reporting and interface related data/issues

. Participate in application testing across FINRA divisions including:

Technology, Market Regulation, Member Regulation and OGC

. Collaborate on gathering and drafting BRD for developers, as well as

the distribution of technical specifications and related coding

guidance for participants and downstream data consumers

. Responsible for insuring that system requirements adhere to the FINRA

rules that govern the various Transparency Services/Product Management

interfaces for quoting and trade reporting of fixed income and equity

products

. Works in conjunction with FINRA Operations and Market Regulation to

insure that the front end systems integrate seamlessly into the

regulatory environments for both real-time and post market surveillance

for Equities and Fixed Income trades

. Create test cases, Use cases as well as conditions and plans; perform

User Acceptance Testing and track defects/bugs to resolve prior to

production deployment in UAT

. Ensure traceability across program documentation and deliverables using

existing tools and templates in order to ensure functional requirements

tie to product deployed project life cycle

. Meet with the business, vendors and IT weekly to provide updates on

ongoing projects

. Assist in leading the planning of implementation of projects

Met Life- New York, NY

Sr. Business Analyst 07/13-

05/14

. Identify, assess, analyze and gather business requirements for

Application Intake within OMS and OEA systems by working closely with

Subject Matter Experts; built charts of current and future state

process flows for online experiences and customer interface

. Act as primary contact with business users to elicit and validate BRD

requirements

. Develop and maintain a business relationship with business units and

vendors throughout the project life cycle

. Resolve conflicts with requirements between business units, vendors

and technology

. Review and produce specifications for any change to front, middle and

back office technology systems, online experience and/or applications

. Analyze data across the business through Data Warehouse

. Develop Use Cases to explain/demonstrate business requirements for the

OMS and OEA systems

. Partner with UI/ IT teams to go over designs submitted for OEA online

experience and OMS customer facing experience

. Create test cases, conditions and plans; perform User Acceptance

Testing and track defects/bugs to resolve prior to production

deployment in UAT

. Test scenarios and cases for Saleforce.com

. All underwriting process verification was tested within Salesforce.com

. Ensure traceability across program documentation and deliverables

using existing tools and templates in order to ensure functional

requirements tie to product deployed and project life cycle

. Provide status, highlighting accomplishments and any issues that

affect the delivery of service or delay of project on a weekly basis,

which will be reviewed in weekly Stream Lead meetings

. Create Change Request on system and product requests

. Assist in maintaining the defect log

. Assist in mapping data values and work process through MS Visio

. Perform underwriting execution in a UAT environment

. Provide system/client onboarding production support

. Support PMO and team in Project Management activities as needed

New York Life Annuities - New York, NY

Sr. Business Analyst / Project Manager

12/10/-12/-12

. Elicited business and technical requirements from business users and

subject matter experts; defined requirements; analyzed and prioritized

requirements; wrote functional specifications and created business

requirements, wrote test plans, tested new platforms and products

before implementation; created use cases on specific projects; tested

new products: Immediate, Fixed, Deferred and Variable Annuities to

accommodate systems

. Assist in developing a comprehensive project management plan

. Managed life cycle for multiple projects; led meetings, sent out

meeting minutes, spoke for business units needs and followed up with

internal and external customers; reengineered specific project which

involved process and procedures, risk and regulatory implementation as

well as defining requirements

. Analyzed and evaluated data; reconciled information; generated reports

in a timely manner; addressed and reconciled reporting conflicts

. Assisted in leading the planning and implementation of projects as

well as managing project execution from start to finish

. Assisted in planning and scheduling project timelines, track project

deliverables using appropriate tools

. Ensured project met the highest quality possible by following industry

recognized QA methodologies and best practices; contributed towards QA

estimation and scheduling process

. Provided status updates to senior management regarding projects

Systems Manager/ Business Analyst

12/10-12/12

. Managed a testing team of two implementation testers and ensured all

work had met performance standards; responsible for staff development,

coaching and mentoring; addressed and reconciled conflict

. Built and distributed test plans and transactions for system

enhancements; ensured testing was documented and completed by staff

within established parameters

. Assisted in managing project resource allocation

. Wrote business requirements and use cases to enhance systems or

literature for the company; worked closely with high performance teams

throughout the development life cycle to ensure clarity of

business/functional requirements and effectively deal with issues as

they arise

. Contributed towards QA estimation and scheduling process; ensured

products met the highest quality possible by following industry

recognized QA methodologies and best practices; entered test cases

into the system to make sure correspondence were going out correctly

as well as making sure enhancements were fully functional

. Act as a Project Manager on project enhancements for customers; built

and kept relationships with customers internally and externally; met

and prioritized system enhancement needs for business areas; met

deadlines for upcoming production releases; met all financial targets

to include budgets, revenue costs, and other metrics required to meet

company financial plans

Call Center Manager

08/08-12/10

. Managed a staff of 9; ensured all work met regulatory and performance

standards; responsible for staff development through team and

individual coaching, classes, and counseling; conducted and

administered performance reviews; analyzed and resolved complex

problems and complaints encountered by call center associates;

provided insight to managers for administrative and disciplinary

actions, and meeting departmental standards

. Supervised daily Call Center activities; coordinated with work force

management assistant to monitor associates schedules; identified

unusual Call Center activity and take corrective action; adjusted

staffing to meet objectives and standards

. Assisted contract owners, outside broker/dealers, bank

representatives, and third party makers in the resolution of

administrative issues

. Advise broker/dealers, bank representatives, policyholders and their

representatives, on contract provisions and related laws, regulatory

requirements and company procedures

. Identified changes needed to ensure compliance with regulatory

requirements and changes

. Coordinated special projects relating to annuity products and unit

efficiencies

. Sporadically conducted call monitoring on associates within the

department

. Analyzed procedures and recommended changes and/or process improvement

by creating system requirements

. Consulted with other departments on unusual and problem situations

. Provided guidance to technical team on website and IVR usage

. Helped design technical requirements on IVR projects

. Held walk through sessions for BRD's and FRD's as well as testing

sessions

Citi Group - New York, NY

02/08-05/08

Sr. Specialist SMA Managed Accounts

. Processed Across the Board (ATB) model change requests and maintenance

trade (new account investment, contribution/withdrawal processing,

account terminations) processing on behalf of Citigroup Asset Manager

Solutions clients

. Identified, captured, and recorded operational trade errors on equity

and fixed income products

. Processed tax harvest request

. Use various trade order generation systems/applications to generate

required trade orders; communicated the orders to the client's trading

desk, awaited instructions for execution, executed trades based upon

specific client instructions, transmitted allocations for executed

trades and ensured all orders were fully executed

. Reviewed all assigned accounts to identify accounts with

high/low/debit cash balances, accounts with short positions, or

accounts which were not appropriately invested in line with their

assigned model portfolio within the Portia system; generated and

executed trade orders to bring accounts back in line with their

respective model portfolio; provided ongoing monitoring of portfolio

activities to ensure all accounts are in line with the investment

models

Wachovia Securities / Prudential Financial (companies merged in 2004) -

Richmond, VA 03/99-02/08

Equity Trade Support Supervisor -Trading Floor

02/05-02/08

. Ensured effective daily supervision of all equity products within the

Equity Trade Support group; oversaw associate's daily work to ensure

that each associate has made every possible attempt to satisfy all

open orders' oversaw the training and development of all new

associates

. Worked closely with front office to maintain accurate trade reporting

of all equity trades and clearing on the ACT system, including OTC,

Listed and Foreign securities; maintained the department metrics

. Coordinated the daily workflow to provide backup to all positions

within the department when necessary; liaised between OTC traders,

NASDAQ, and international branch offices to resolve trade

discrepancies

. Kept operational risk to a minimum by ensuring that appropriate

procedures were in place and adhered to; coordinated and resolved

equity trades to ensure executions were handled properly on

settlements discrepancies; reconciled equity trades to ensure

executions are handled properly on price/quantity discrepancies

. Performed off site disaster recovery testing and implementation;

controlled the disabling order flow system with different market

venues when there were system issues

. Monitored SLA's; provided customer service to brokers and branches

across entire service region; coordinated resolution of escalated

client and associate issues; managed critical internal relationships

with trading teams, cross-functional operational colleagues, and

critical external relationships with brokers and market venues

. Oversaw GTC reconciliation report for the NYSE and Trimark execution

venue on a daily basis, accurate and timely processing of all trade

input, adherence to market deadlines, fail management reporting, and

resolution for the production of accurate metrics

. Informed Security Master on new/old Equity, Equity Preferred symbols,

IPO's and WI stocks; changed symbols from old to new in customer's

accounts

Senior OTC/Trade Support Specialist- Trading Floor

03/99-02/05

. Oversaw GTC reconciliation report for the NITE, ATD, UBS and Trimark

execution venue on a daily basis

. Coordinated and resolved equity trades to ensure executions are

handled properly on price/quantity discrepancies; contacted NYSE, AMEX

and different execution venues for price/quantity corrections or

busting trades; processed trade corrections for price, quantity, or

settlement; handled T+1 trade breaks; processed dividends on open

orders in the system; canceled open orders for rejection reasons;

manually executed orders not matched in the system

. Monitored and adjusted OTC traders P&L inventory account; liaised

between OTC traders, NASDAQ and international branch offices to

resolve trade discrepancies

. Maintained accurate trade reporting of all equity trades and clearing

on the ACT system, including OTC, Listed and Foreign securities;

developed daily suspense report for institutional sales traders

. Monitored trade executions versus contra firms and solved trade

comparison problems for principal and agency trades; researched and

resolved all rejections for the Order Audit Trailing System (OATS)

. Updated the system with Bulletin Board and Pink Sheet symbol adds and

deletes

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Education:

Bryant & Stratton - Richmond, VA

Business Management

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