Customer Service Management
Resume:
Alan Geer Mandal
Weston FL 33327
acvdec@r.postjobfree.com
PROFESSIONAL EXPERIENCE
CITIGROUP 1976 - 2006
Citibank Mexico S.A./Grupo Financiero Banamex S.A., Fiduciary Operations / Risk & Compliance Head – México (1999 - Present)
September 2001 – Present – Responsible for the consolidation and the successful integration of Fiduciary portfolios of Banamex and Citibank Mexico, also for the identification of risks within the fiduciary business. Implemented customized processes for Know Your Customer, Anti Money Laundering monitoring and Operational Risk functions in accordance with the risks of the business. Started reengineering to consolidate and improve the efficiency of the administration functions. Voluntary retirement as of 05/31/2006
February – August 2001 – Reorganized and led Global Consumer Bank (GCB) Mexico operations convergence from ex-Confia to Citibank systems.
2000 – Successfully started and led GCB Regional Quality Assurance function for six countries within Caribbean including Mexico, Venezuela, and Puerto Rico.
1999 – Led Latin America Consumer Bank regional focus on standardization of processes in Check Clearing with imaging capabilities in Citibank Mexico 1999.
International Personal Bank, Operations & Customer Services Director – Florida (1995 -1998)
Directed retail banking operations including a call center and customer service.
Improved quality of operations through training and systems enhancements.
Implemented production MIS to measure and control transaction processing.
Increased accountability by reorganizing workforce by geographical areas in line with sales teams.
Improved audit rating from “below acceptable” to “above acceptable” rating in 18 months.
Consumer Bank, Treasury & Brokerage Operations Head – Puerto Rico (1993 - 1995)
Directed operations of Consumer Bank products including Credit Cards, Centralized Branch Operations, Retail and Wholesale Car Loan Operations and Accounting, Payroll, Accounts Payable, and Personal Loans.
Reorganized operations structure to improve efficiency . Improved morale. Addressed automation needs to improve input workload..
Upgraded the audit rating from a FAIL to a PASS within 20 months.
Implemented a new Treasury system (Boston Treasury System) to better support the diversification of products.
Investment Bank, Operations Head – Venezuela (1990 - 1991)
Planned and directed operational support for Investment Banking products including Brokerage, Foreign Exchange, Money Market, Repos, Securities Leasing, and Trading.
Streamlined operational flows. Reorganized the department enhancing operational controls and increased productivity.
Investment and Institutional Banks, Internal Control Head – Venezuela (1989 - 1990)
Hired to reorganize and upgrade the Control department.
Hired, trained, and supervised 12 auditors.
Evaluated internal controls and provided recommendations to management for corrective action.
Brought the department from a FAIL to a PASS rating within a 10-month period.
Audit Division, Program Manager Office, Senior Auditor – Mexico (1986 to 1989)
Planned and directed all audits of Institutional and Investment banking units in Mexico and Central America.
Supervised and trained Mexican Audit Team (6 officers).
Provided administrative support for Program.
Prepared audit guidelines for the Offshore Booking System.
Audit Division, Investment Bank and Offshore Booking System Senior Auditor – Puerto Rico (1985 - 1986)
Conducted audits of bank operations in Puerto Rico and Caribbean Islands.
Supervised and trained the Puerto Rico Resident Audit and Traveling Teams.
Provided continued audit support to Investment Bank and Treasury activities in Venezuela and Mexico.
Audit Division, Resident Audit Head – Nassau, Bahamas (1985)
Audited all offshore vehicles in the Bahamas, including the Offshore Booking System, Citicorp Overseas Finance Corporation, Commerce and Trade Bank, and Fiduciary Business.
Provided consulting support to Line Management in the implementation of internal controls in Cititrust Bahamas.
Audit Division, Caribbean Traveling Team Head (1980 - 1984)
Supervised members of audit team and provided continuous support to Program Managers and Resident Auditors of Mexico, Colombia, Puerto Rico, Caribbean Islands, Venezuela, Ecuador, and Panama in the conduct of the more complex audits.
Led most of the Treasury and Investment Bank audits in these countries acquiring extensive knowledge of Foreign Exchange and Money Market activities, Securities Trading, and Interest Rate Products including all inherent risks.
PROFESSIONAL CERTIFICATIONS
Acquired NASD Licenses – Series 7, 24, and 27.
LANGUAGE SKILLS
Fluent in English and Spanish.
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