Customer Service Project Manager

GREGORY J. MERICS 201-***-****

*** **** ******, ***********@*****.***

Ocean Grove, New Jersey 07756

INTRODUCTION

CLIENT SERVICES / RELATIONSHIP MANAGER/QA/BA ANALYST

Key Accounts / Client Relations Management / Process Improvements / Quality Assurance

Project Management / Reporting & Analysis / Report Creation/Ad-Hoc / Software Testing / Systems & Software Training / Call Centers /

Mutual Fund Operations Specialist/ Client Experience Expert/UAT/Test Cases/Test Scenarios

Managing client-facing relationships with major B2B accounts for firms in financial services, banking and software/systems, I improved efficiency, accuracy and customer satisfaction. Working for leading firms, including Morgan Stanley, AllianceBernstein, Linedata Services, Fidelity Investments, and currently United Security & Sound. I ensured that client services and deliverables consistently exceeded expectations for quality and timeliness. I can contribute in a new environment by:

Applying strong analytic and investigative skills to identify and resolve problems

Delivering customer service levels that go above and beyond expectations

Finding ways to improve service delivery accuracy, speed and quality

Streamlining processes to boost efficiency and reduce costs

Known by peers and superiors as a keen troubleshooter and problem-solver, I believe in going the extra mile to ensure that clients always receive top-notch service. Leading by example, I hold myself and those around me to high standards of integrity. Putting myself through school while working full-time, I earned a BS degree from Rutgers University in Business Management and Political Science.

Selected Accomplishments

Streamlined process to double efficiency. New account processing at AllianceBernstein was cumbersome, time-consuming and inefficient. Seeing opportunity for no-cost improvements, developed and implemented streamlined process and trained staff. Dramatically improved throughput while maintaining quality and accuracy.

Reengineered software specifications to retain a key client. Programming project for Linedata client JPMorgan Chase was jeopardized by faulty business process/accounting specifications. Identified flaw and collaborated with application developers on cure. Brought project in on-time and within budget, helping to secure ongoing business.

Identified and corrected $100M trading error. Responsible for daily review of all trades in excess of $100K, discovered a major error that exposed AllianceBernstein and client Prudential to significant potential losses. Identified system glitch causing error. Took corrective action, including implementation price protection and cancellation of erroneous trade. Enabled firm and client to completely avoid loss or liability.

Developed process and training to cut error rate to near zero. After relocating its corrections department to TX, AllianceBernstein suffered excessive trade processing errors. Developed quality assurance and training program. Rolled program out in new location. Cut error rate from 23% to near-zero in only 30 days.

Resolved faulty tax coding on 15,000 accounts. Substantial number of institutional accounts at Morgan Stanley had errors in tax coding, potentially opening firm and clients to significant tax exposure.

Collaborating with IT team, devised and ran program to correct all accounts. Completed project over the course of a single weekend.

Established Best Practices to streamline new account creation. Large volume of high-value Morgan Stanley institutional accounts had incorrect balances. Traced root cause to flawed registration processing. Corrected all existing errors. Reengineered registration methods, reducing mistakes to near zero, while expediting process

Project Manager, Royers Co, Inc., 2004-2005. Following restructuring/relocation at AllianceBernstein, recruited to take on interim role managing construction and renovation projects.

Earlier: Owned and managed residential construction/building improvements company

1

Greg Merics 201-***-**** ***********@*****.***

United Security & Sound 9/1/2015-01/28/2015

Respond to routine and challenging customer service inquiries

Design and Install surveillance and security systems including cameras, smoke alarm, and window protection

Instruct clients on options and how to use the new systems

Test Systems

Report all defects using SOP

Fill out proper forms for upgrades and repairs

Explain all billing options to clients

Interact with prospective clients

(Was injured and out on disability since March. I recently became ready to rejoin the work force. )

Fidelity Investments 09/27/2011-08/15/2014

499 Washington Ave, Jersey City, NJ Brokerage Operations Representative

Respond to routine and challenging customer service inquiries via telephone and electronic communication tool

Maintained and enhanced existing broker/dealer relationships

Team oriented approach to include: willingness to assist other team members with active client issues,

Willingness to knowledge share for purposes of career development and overall development of team capabilities

Track and monitor outstanding issues and provide clients with timely updates and follow up,

Educate clients on Reorg and Physical processing as well as Policy and Procedures and online system navigation

Help teammates Develop, Document, and Initiate operational procedures, Assist in training of new employees

Directly communication with all levels of management, department supervisors, and team leads

Project & Problem Resolution Specialist

Follow and track complex client issues from start to finish. Frequently providing clients with updates and final resolution navigation

Winner of multiple Star Awards. Nominations come from internal departments as well as our clients. Star Awards are given to individuals who go above and beyond the end client’s expectations

Mutual Fund Operations Specialist

Commissions research

Process and report investor transactions including subscriptions, redemptions and transfers and the associated money movement Account Set Up and research

LineData Services 12/04/2006 – 02/27/2009

401 Hackensack Ave Hackensack, NJ 07601 Quality Assurance Specialist (Mshare Software Tester)

Review Technical and Functional Specifications for new enhancements Work with SQL Databases

Create test plans for testing financial software (Mshare Software Tester)

Test New Enhancements created for specific clients needs

All phases of user acceptance testing

Work with programmers when an issue or concern is found

Test new releases of our software. Testing includes any new industry enhancements and changes or Linedata initiatives

Regression Testing after testing on New Enhancements is completed to ensure new changes did not affect other processes

Work with management on processes to make software work more efficiently

Research issues to locate root cause of the problem

Enter bugs into bug tracking software on monitor progress on fixes

Notify manager of issues and possible course of action so problem can be assigned to a programmer for a fix

Retest software after all bugs have been corrected to ensure software is functioning properly

Modify or combine existing test plans to include new enhancements and create a smoother, more efficient work flow

Maintain a database of all current Test Plans for easy access

Accountable for testing software upgrades & modifications to proprietary application software. Position required clear understanding of the application as well as purpose of the upgrades & impact of modifications & new features added.

Test changes to software and document, understand changes being made to software being tested, thoroughly test the software to ensure the feature works, report any flaws, errors or new issues to development team, ensure timely test completion.

2

Greg Merics 201-***-**** ***********@*****.***

Re-write business specifications when necessary

Morgan Stanley 01/10/2006 – 11/22/2006

HarborSide Financial Jersey City NJ Dealer Relations Analyst

Develop and Maintain relationships with back office personnel including upper management

Relationship contact for major banks and broker dealers

Processed Commission inquiries research and reclaim or reprocess

Worked closely with internal departments when handling broker dealer requests

Ensure all broker dealers are current on all ongoing initiatives at Morgan Stanley

Worked closely with and support National Account Managers and Internal Wholesalers

Reconcile any client or broker dealer discrepancies

Reconciliation of cash and position balances payables and receivables, and shareholder records and activity

Run special jobs to assist with all investor and broker queries (ADHOC)

Support all departments in major client initiatives

Handle any dealer or client disputes Research and solve operational issues

Enter Subscriptions, Redemptions, Exchanges, & Transfers. Account openings

Mutual Fund Operations Specialist Help Create all Fund Fact Sheets and Entering all pertinent information in our system.

Assist with all product lunches, name changes, mergers, and fund closings.

Provide details of all product lines

Help Create all Fund Fact Sheets and Entering all pertinent information in our system

Process and report investor transactions including subscriptions, redemptions and transfers and the associated money movement.

AllianceBernstein 10/11/2000 – 07/22/2004

500 Plaza Drive Secaucus, NJ

Dealer Services Analyst

Develop and maintain relationships with branch & back office personnel to oversee timely and orderly transactions

Relationship contact for major banks and broker dealers both foreign and domestic

Provide details of all product lines to ensure clients are aware of all products for sale

Act on a proactive basis to ensure future business is performed in an efficient manner

Coordinate with other Alliance departments in problem resolution and prevention

Maintain open line of communication with Vice President of Worldwide Operations and all department supervisors. Interact and collaborate on cross functional departmental project teams.

Mutual Fund Operations Specialist Help Create all Fund Fact Sheets and Entering all pertinent information in our system. Assist with all product lunches, name changes, mergers, and fund closings.

Assist in training of new employees

Process and report investor transactions including subscriptions, redemptions and transfers and the associated money movement.

Personally review all trades over $100,000.00 to prevent erroneous trades and financial liabilities

Project & Problem Resolution Specialist Research and solve operational issues

Build and enter trades Subscriptions, Redemptions, Exchanges, & Transfers

Provide detailed information on trade correction process including any losses that might occur due to corrections & provide alternative measures if necessary.

Develop, Document, and Initiate operational procedures

Visit firms where I gave presentations on operational statistics and firm initiatives to upper management, learn firm objectives, improve business procedures, and develop and manage relationships

Received awards for outstanding performance 08/01/01, 09/01/02, 10/01/02, 01/01/03, 03/01/03

3

Alliance Capital Management Correction Representative 4/10/00-10//01/2000

Morgan Stanley Dean Witter Financial Consultant Assistant 9/1999 - 3/2000

Royers Construction Project Manager 1988-1999

Education and Proficiencies:

Rutgers University, B.S. Business Management, Minor Political Science 2000

Technical Skills: MSHARE, Windows Office Suite, Excel, Outlook, Lotus Notes, Extensive DST Systems, familiar with DTCC and their core Mutual Fund Services products: Fund/SERV, Networking, Comm/SERV, Mutual Fund Profile, Power Select, NSCC trading/layout, ACATS, Fundserv, Trade reconciliation & Commission Settlement, Oracle,, Create testing scripts/cases, iOS, AWD, TA2000

4

Contact this candidate