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Customer Service Office Manager

Bethesda, MD
June 11, 2024

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Name Surname:

Miranda Bendo





Mobile: 240-***-****

Highly experienced in several financial institutions with over 25 years of experience. Great follow-through skills and proficient with math and logic. Professional, organized, detail-oriented, analytical skills and excellent customer service mindset. Understanding details of full payroll processes superior written, verbal, and interpersonal. Flexibility and ability to multitask prioritize workload and meet deadlines, willingness to work overtime if needed. Good reporting skills and self-learning from the vast experiences due to different positions in banking operations. Ability to act with integrity at all times, strong interpersonal and professional presentation skills. Excellent listening, written, and oral communication, organizational, and time-management skills. Ability to appropriately handle confidential information and maintain confidence.

Economic Faculty, University of Albania, Finance, Bachelor in Accounting);

Marin Barleti University, Master Degree (MSc) in Accounting.

Work Experience:

07 July 23 – Present: Chief specialist Bank of Albania, (BoA) Monetary Operations Department (Securities Registration Office).

07 February 2020 – 07 July 2023: Office Manager Bank of Albania, (BoA) Monetary Operations Department (Securities Registration Office).

»Oversee and supervise the CSD day-to-day Operations, which include investor account opening and maintenance, immobilization and withdrawals, trade capture, clearing, settlement/post settlement processing of securities, pledges, closures, investment management and information;

»Developing, implement and ensure compliance with internal controls and SCD Regulatory framework ;

»Managing the relationships with Securities Central Depository Agents (SCDAs) and issuers;

»Oversee the SCD team and ensure efficient delivery of SCD services and cost minimization;

»Oversee Central Bank Operations at monetary underpinnings of asset management at the sovereign level.

May 2017 – 06 February 2020: Chief of Operations Fed Invest Shkk (Savings and Loan Association S&LA).

»Overseeing all Head office activities and branches activity operations;

»Observe, recommend, create and maintain operational policies procedures and manuals that will further the objectives of the financial institution.

»Conducts research and developes comprehensive workflow procedures and forms, recommends procedural changes and submits for approval.

»Assists in data entry of new hires and maintains employees’ data.

»Research employee payroll inquires or answer questions through the ticketing system;

»Have experience in administration of Time & Attendance system;

»Deposits taxes and submits the correct forms on time;

»Secures compliance with federal and state recordkeeping requirements, maintains, and keeps all necessary payroll documents.

»Reconciles payroll with the general ledger.

01 December 1995 – May 2017: (Operations Manager; Ass. Operations Manager; Treasury Manager; Banking FCY Operations Specialist) several branches at National Commercial Bank of Albania.

Supervise, assign, and direct distribution and processing activities by optimizing staff resources, inventory levels, and machine utilization strategies in order to meet customer deadlines, identifying and implementing solutions that optimizes bank transactions. Overseeing all areas of service including:

»Preparing and processing multiple payrolls, for at least 100+ employees;

»Preparing follow-up for Stop Payment requests, manual check requests, direct debit revers and associated system updates;

»Processing all terminated employees and calculating manual checks;

»Assisting with annual merits, increases, special, and retroactive calculations;

»Responding to questions regarding pay policies/procedures, federal state regulations relating to employees’ wages;

»Working knowledge of wage & hours laws, payroll software and payroll report;

»Establishing and maintaining a positive working relationship with customers, both internal and external;

»Optimizing efficiencies by evaluating, developing, and implementing liability management systems controlling of Payable and Receivable accounts in charge of forecasting daily liquidity and carrying out daily financing decision;

»Preparing and presenting margin presentations and reports to management as well conducts daily account surveillance activities and enforces sell outs and buy ins;

»Mentoring, coaching, training, and developing high performing team members for career progression and internship applicants.

Languages: Albanian, English French Italian.

Advanced MS Office skills (Word, Excel, Outlook)

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