Customer Service Assistant
Resume:
Jaran Manzanet Jr.
Bronx, New York 10467
Email ***************@*****.***
Phone 646-***-****
EDUCATION
ST. Peters University - Jersey City New Jersey - Masters in Business Administration (MBA - Management) September 2013 to May 2015
State University of New York College at New Paltz – Bachelors of Science – Business Administration (Management & Finance)
PROFESSIONAL EXPERIENCE
Universal Survey (August 2014 –February 2016)
Telemarketer/ Interviewer / Customer Service Representative
Conducted incoming and outgoing telemarketing services and surveys
Provided excellent customer service and support for both Spanish and English speaking customers
Survey topics include: health care, politics, transportation, sports, various products and services, social sciences and public opinion
Maintain and exceed consistent base line performance, consistently exceed performance goals, ratios, quotas
Maximize and generate business connections through customer referrals and networking polls.
Morgan Stanley (March 2012- March 2013)
Trade Support Associate
First line of comprehensive support to the International and Domestic Program Trading desk as well as the Morgan Stanley Electronic Trading Desk.
Provided support in the form of daily monitoring of trades throughout their entire lifecycle - booking, reconciliation, and settlement
Ensured position and P & L accuracy on the firm’s books & records and risk systems.
Reconciled street breaks for all products which include both equity in US and Canadian markets as well as commodities.
Informed Prop Trading desk of any corporate action events and ensuring desk makes elections in a timely manner.
Followed up with Position Services team for any queries which may arise from any such corporate action events the desk is affected by.
Liaison for the Business Unit between all groups including FCG (Financial Control Group), compliance, position services, and other operation groups.
Bank of America Merrill Lynch (January 1997- December 2010)
Assistant Vice President – Trades Processing and Exchange Traded Funds (ETF) Manager (Nov. 2008-Dec. 2010)
Managed a group of 6 associates across multiple teams and responsibilities.
Processed and monitored the inbound trade files from customers, approved vendors, and third party affiliates and client representatives.
Coordinated the setup and implementation of client trade file submissions via excel and 200 byte ftp file format.
Supported both the Bank of America / Merrill Lynch Domestic and Global Prime brokerage trades processing systems.
Interacted with internal departments such as P& S, Re-org, Dividends, Integration, Sales, Technology and Customer Service Representatives on client inquiries and issues resolution.
Liaison between customer service representatives and clients in regards to execution flow, clearance and settlements.
Coordinated and processed ETF creation and redemption orders on behalf of customers with agent banks.
Ensured timely and accurate service delivery around basket calculation and deliveries.
Balanced and oversaw the reconciliation of the CNS, DTC, and NSCC ETF accounts.
Interfaced with management from ETF support groups, transfer agents, securities operations, global trade settlement and accounting funds.
Assistant Vice President – Prime Brokerage – Supervisor (January 2005-October 2008)
Led a group of 6 associates who reported and resolved daily trade breaks on the Prime Brokerage platform.
DTC Domestic Settlements Specialist, along all US equity products (DTCC, NSCC).
Primary point person for any trade break related issues that required escalation.
Served as the primary client contact for trade confirmation and settlement issues in the US market.
Generated and reconciled daily trade fail reports for clients and client service reps.
Oversaw daily settlement suspense accounts and client trade breaks minimizing risk and exposure.
Coordinated the stock borrow and lending of securities to ensure coverage of inventory.
Spearheaded project to enable access and to train clients to use the on-line BAML PB break self-service tool.
Assistant Vice President – International Prime Brokerage (January 2003-December 2004)
Coordinated the settlement of client trades in foreign markets along all product lines. (Europe, Canada, Mexico & Latin America)
Processed the ADR conversions.
Facilitated the exchange of foreign currencies.
Reconciled the Global Prime Brokerage accounts versus the internal stock record and client accounts.
Assistant Vice President – Institutional Prime Brokerage (January 1997-December 2003)
Processed and reconciled daily unmatched trades coming from DTC and NSCC and Euro Clear
Submitted daily allocation of trades delivered via DTC. (DVP, RVP, F/D, F/R )
Secured daily securities through stock loan (LOANET) for deliverable trades with insufficient in house inventory.
Performed the daily buy in – sellout functions for the settlements department.
Extensive knowledge of all aspects of US equity, corporate bonds, municipal bonds and repos, clearance and settlements.
SKILL SUMMARY
Bilingual – Fluent in Spanish and English
Proficient with Microsoft Office (Word, Excel, Outlook and Power Point)
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