Sign in

Customer Service Manager

New York, New York, United States
January 31, 2017

Contact this candidate


Cell Phone: 917-***-**** Email:


A skilled Operational Risk manager with 15 years of financial service industry experience. Diligent, driven and have achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management and organizational skills.


1)In conjunction with programmers, coordinate the testing of new functions and modifying existing processes to implement seamless transitions from one platform to another while maintaining transparency to customers.

2)Instrumental in the Advanced Financial Systems conversion during my tenure at Metavante.


Fidelity Information Services, West Deptford, New Jersey

August 2015 - Current

Inclearing Supervisor – Perform a variety of tasks from supervising, planning and coordinating activities of the staff for inclearing checks processed through various applications. Responsibilities include:

Manage the staff to execute the daily operation of incoming check files, i.e., the review, settlement, and submitting of balanced files for transmission for over 200 banks through various check exchanges.

Create customized strategies to meet client needs and increase revenues for the firm.

Writing and designing work procedures for numerous processes.

Direct training of staff for operation of processing applications.

Responsible for hiring / terminations in accordance with senior management initiatives.

March 2007 - August 2015

Production Coordinator\Data Specialist – Responsibilities included:

Importing and exporting of files through various check exchanges, e.g., Endpoint Exchange, SVPCO, Bankers Bank, as well as the Federal Reserve Bank.

Responsible for the transmittal of files to several different cores, including Metavante, Horizon, and Banpac. Responsibilities included:

Creating and maintaining log sheets and departmental procedures.

Collects, reviews, and inputs data into a computer processing system.

Identifies and resolves production related errors.

Familiar with standard concepts, practices, policies and procedures.

Angelo Scalice, Jr.

Metavante, Fairlawn, New Jersey

June 2003 - March 2007

Computer Room Section Leader – Duties included the supervising, planning and coordinating activities of the staff to operate computers, sorters and printers. Responsibilities included:

Designed and implemented work procedures for numerous operational processes.

Assigned staff and devised schedules to facilitate the execution of daily operations of program transmissions and print jobs.

Directed training of staff in the operation of office equipment and job functions.

Responsible for new hires and terminations in coordination with per upper management discretion.

M & I Marshall & Ilsley Bank, Brown Deer, Wisconsin

August 2001 - June 2003

Data Clerk - Performed a variety of duties dealing with check reconciliation for customers banking with our institution. The duties included:

Processing of checking overdrafts, stop payment, non-post items, and fraudulent transactions.

Daily customer account reconciliations.

Developed a cohesive, team-oriented environment in an effort to minimalize errors.

Pathmark, Inc, Staten Island, New York

August 1999 - June 2001

Customer Service Assistant Manager - Supervised cashiers in a customer-oriented environment, performed employee performance reviews as well as issue write-ups, with upper-management approval, to allow employees to have a better understanding of their responsibilities and to increase customer satisfaction. Responsibilities included:

Controlled monetary pickups of high dollars and cash-in and cash-out of cashiers’ drawers on a daily basis.

Executed testing to assure that cashiers were up to date with current information.

Coordinated and maintained cashiers schedules on a weekly basis for specific days, as well as, peak and non-peak hours on a daily scheduling.


Empire State College

Saratoga Springs, New York

Business Administration – BBA Degree, Class of 2013

Contact this candidate