Customer Service Management

Samara Shah

Phone: 856-***-**** Address: *** Post Avenue, Apt 5F, Westbury, NY, 11590 Email: ******.****@*****.***

Experience:

Bubble Tea Co.

Mar ’13- May ’14 Co-founder and Partner Lahore, Pakistan

• Researched various bubble tea suppliers in Taiwan, with a focus on high quality, health safety, and feasibility of shipping to Pakistan

• Evaluated the costs, other expenses, potential revenues to create future profit and loss projections

• Learned the rules and regulations of Pakistan import laws; worked closely with customs & duty to have items imported

• Facilitated with designing the menu, flyers, standees, pictures, as well as other promotional items.

• Cultivated new customer relationships via different marketing methods; gaining over 6k likes on Facebook

• Lead IT to create a customized POS system, which tracked inventory, monitored financials, and provided various data reports

• Trained and managed three employees on drink making, running the machinery, using the POS system, customer service, and on daily shop

operations

• Organized a successful grand opening event, which had more than 300 people attend

Goldman Sachs

Jun ’10- Feb ’13 Private Wealth Management Operations Associate in Structured Product Middle Office Team Singapore

• Interacted closely with various internal teams to understand the requirements to trade in new products or markets

• Provided workflow statistics on a weekly and monthly basis to Senior Management

• Verified fixed income trades done with external counterparts through daily trade reconciliation

• Monitored the position of the firm’s trading account through daily position reconciliation

• Primary liaison for setting up new OA structured notes in SETS/ AISE; monitored their redemption details upon maturity

• Monitored and reported all outstanding OTC derivative confirms; escalated where appropriate

• Approved Asset Transfer cash transactions under USD $5m

• Managed the migration of legacy system SETS to AISE for structure notes order placement as well as for GTS to Tradesheet for fixed

income trade bookings

• Drove the creation and implementation of the PWM OTC Confirm Macro, reducing daily workflow from 2 hours to 1 hour a day

• Championed process improvement initiatives such as the creation of the Emerging Markets Matrix

• Expanded and maintained our team’s procedures; detailing complex flows, such as for Indo Bonds and KRW Bonds processes

• Essential part of the team migration from HK to SG; helped stabilize the team by training new hires on the SPMO function

Oct ’08- May ’10 Prime Brokerage Operations Analyst in Cash Management- Third Party Team

Jersey City, NJ

• Validated and Approved 3rd Party transactions under $10M USD such as 3rd party journals, payments, offlines, and instructions.

• Setting up, updating, and reviewing Web Payment Entry.

• Worked with CDD to ensure that the proper documents were approved and scanned in for client accounts.

• Assisted with Risk and Control Testing to confirm the proper controls were in place for 3 rd Party.

• Created 3rd Party Process Flows focusing on the swim lane flow, drilling down on the 3rd Party Procedures.

• Managed a client’s special approval requirement by providing a daily spreadsheet of all its pending signatures.

• Managed WPE Remediation-Phase 2, successfully training 4 interns to review Medium Volume Clients in WPE.

Jun ‘07- Oct ’08 Prime Brokerage Operations Analyst in Cash Management- Payments Team New

York, NY

• Daily interaction with two high net worth clients in managing their incoming cash.

• Provided both clients and their GSS representative daily reports of the incoming funds being received but not reconciled.

• Daily worked with Treasury to reconcile unapplied funds; researched and resolved any cash breaks in client’s account.

• Assisted the Cash payments processing team with managing and prioritizing client’s outgoing transactions.

• Successfully trained and scheduled transition.

Education:

May 2007 Pace University, Lubin School of Business New York, NY

Bachelor of Business Administration

Major: Finance Minor: Economics

Skills:

Microsoft Office, MS Word, MS Excel (pivot tables, vlookup, macro),MS PowerPoint, MS Visio, Bloomberg, POS, Internet Explorer, and Outlook

Interests:

- Committee member for Singapore Associates Committee in GS

- Committee member for Singapore Social Committee in GS (2010-2011)

- Participation in the GS Mentor/ Mentee Program

- President of Women In Corporate America at Pace University (2006-2007)

- Fluent in Urdu, familiar with Punjabi and Spanish

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