LUIS E. PASTRANA

**** ********* *****

Bolingbrook, Illinois 60490

630-***-**** Email: ad04a5@r.postjobfree.com

RELATIONSHIP MANAGEMENT

Systems Support Customer’s Liaison Client Services

Ability to build strong client relationships with a proven background focusing on both the external and internal customer. Significant experience in supporting the Systems and/or Operations arena within the financial service industry. Recognized for managing projects where considerable interaction and open communication is required between the external customer, production units, contracted vendors and senior management. Excellent follow through in providing smooth transitions and in preventing major problems from occurring.

PROFESSIONAL EXPERIENCE

BMO HARRIS N.A, Chicago, IL

Harris N.A. is a member of Bank of Montreal Financial Group, one of North America’s most diversified financial services organizations. Harris N.A. is one of the largest banks in the country, having $107.4 billion in assets and more than 600 branches in Chicago, the suburbs, Indiana, Wisconsin, Kansas, Missouri, Minnesota, Arizona and Florida.

As of July 12, 2018, I have retired from BMO Harris Bank after 39 years of service which included extensive client services experience, management responsibilities and technical expertise of the implementation process of the bank’s electronic products.

Assistant Vice President/Treasury & Payment Solutions, Senior Setup Analyst Since 1994

I am responsible for the successful implementation of Automated Clearing House (ACH) applications with the Bank’s customers. Orchestrated the support of customers and a variety of internal departments to ensure successful customer conversions. Acted as an information resource, both externally and internally, about electronic payment products and protocols.

Managed the successful implementation of ACH applications for more than 2200 Bank customers.

Played a key role in sales presentations to potential or existing large ACH customers when a greater degree of ACH expertise was required.

Preserved important Bank relationships by taking the initiative to assume project management responsibilities for major, sensitive conversions that were in danger of failure.

Received numerous commendations from customers and peers for resolving an array of unique problems that arose in the course of implementing various ACH programs.

Operations Officer/Systems Analyst, Document Maintenance and Control 1993 - 1994

Responsibilities include the analyzing and documentation of current processes, identifying gaps, concerns and recommended solutions to subsequent improvement implementations. Day to day activities include maintaining system data integrity of the bank’s Customer Information System (CIS).

Redesigned and implemented the forms used by bankers and account managers throughout the organization to capture and communicate new customer information and changes in existing customer data, resulting in improved accuracy in CIS information.

Improved storage, retrieval and maintenance of corporate account documentation.

Resolved system intervals and account management inconsistencies.

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Operations Officer/Manager, Automatic Teller Machine (ATM) Unit 1991 – 1993

Managed the daily operations of a staff of 13 ATM Processing Operators and an Assistant Supervisor to ensure optimum customer service. Responsibilities included all activities associated with unit employee staffing, training and development. Administering the balancing of the ATM machines, processing received deposits, reconciling differences and settlement with the Cash Station Network.

Contributed to a successful ATM to IBM mainframe conversion by validating test integrity.

Supported the new Point of Sale product from a user/balancer perspective.

Promoted to a higher management level which double staff responsibilities.

Led project to make ATM’s comply with the American Disabilities Act.

Assistant Supervisor/Document Maintenance and Control 1989 – 1991

Responsibilities included developing, supervising and evaluating employees. Communicating and monitoring policies, maintaining inventory, planning and controlling human and equipment resources. Expediting work flow and controlling cost.

Redesigned bank-wide form to accommodate all types of customer relationships across systems

Served on a process improvement committee whose findings identified accountabilities and streamlined processes.

Selected to represent the Operations Division in Diverse Workforce Committee.

ISC Teller Implementation Team 1988 – 1989

Served the needs of the Financial Service Group as communicator of technical information. Responsibilities included the design, development, and delivery of training to new and current teller employees. Resolving system problems, testing/loading new software and documenting problems and test results.

Administrative/Personal Banking Teller 1979 - 1988

Responsibilities included processing simple to complex transactions, answering customer inquiries and remained flexible to work at all teller branch locations for the bank as needed.

Promoted to work coordinator with supervisory responsibilities. Responsibilities included distributing, balancing and maintaining unit currency. Scheduling staff, maintaining inventory and equipment.

Received “Top Banana” (Excellence in balancing) award for exemplary performance on heavy volume day (Market Crash Oct. 1987).

EDUCATION

California State University – Northridge 1976 – 1979

Education – Special Education major 65 Units (Credits)

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