Customer Service Management

John Boccabella

**** **** **** ****** - ********, NY 11234

Phone: 718-***-**** Mobile: 347-***-**** E-mail: ***********@****.***

Principle & Interest Post Processing Research Specialist

20+ Years Experience in the Industry’s Most Competitive Firm

Depository Trust Clearing Corp –New York, NY

Work History

1978 – Present

Depository Trust Clearing Corp - New York, NY

Compute, record, and pay dividends to customers of brokerage firm

Review stock records and report to determine customer stock ownership on record date

Compute total stock owned by customers and compute dividends due

Review customer accounts to obtain dividend payment instructions, and pay dividends and interest due to customers

Solve dividend related problems with customer accounts, applying knowledge of policies and procedures concerning payment of dividends and interest

Responsibilities:

2016-Present

Responsible for customer service inquiries via “hotline” or online submissions.

Process adjustments to ensure proper payment on dividends and reorganization-related issues

Responsible for maintaining reports regarding all dividends and reorganization inquires and submitting to senior management for benchmark data

Training of all employees to promote efficient and timely transition of divisional duties to London office

2005-2016

Responsible for maintaining records for dividends and reorganization write-off accounts

Responsible for determining which debits/credits are deemed to be recognized as income or expense

Responsible for maintaining yearly bank balances and determining amount dedicated for write-off balances

1978 – 2005

Customer Service (PINS) Participant Inquiry Notification System - Dividends Owed to Brokers - Research, Abandon Property - Buy Backs, Late Announcements – Benchmarks and listing onto a database, after transactions are approved and closed.

Prepare, maintain and distribute monthly report of all PINS and appropriately file to coordinate with benchmark ratios

Ensure that all transactions are closed in a timely and efficient manner

Prepare and distribute related transaction reports to senior management

Training of new employees for basic operational duties and responsibilities

Experience Highlights

Customer Service (PINS): Dividends Owed to Brokers; Research; Abandon Property; Buy Backs; Late Announcements; Benchmarks & listing into DTCC database, after transactions are approved & closed.

Prepare, maintain & distribute monthly report of all PINS & appropriately file to coordinate with benchmark ratios

Ascertain that all transactions are closed timely & efficiently

Prepare & distribute related reports to senior management for approval & compliance

Train all new employees on basic operational duties and responsibilities pertinent to day-to-day processing

Abandon Property “Escheatment”

Prepare affidavits for participants who claims funds back from DTCC

Input & maintain database for escheatment” funds

Bi-annually file preliminary & final reports New York State Controllers Office for regulatory & state compliance

Monitor late announcements & exceptions daily

Currently training fellow workers in our new facility in England on day to day processing.

Responsible for the processing of payments for dividends that become eligible for payment. Insure the correct number of shares is allocated correctly.

Education

William E. Grady Vocational & Technical HS

Kingsborough Community College

Accomplishments

Received numerous ‘tier’ recognition awards for special project completions and exceeding specific expectations

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