Service Representative Customer

James Nagadi

E: ***********@*****.***

C: 201-***-****

A: P.O. Box 365 Jersey City NJ 07303

I am currently in the job market looking for an opportunity to capitalize on my extensive market knowledge and procure a more demanding and challenging role. I possess an Operations, Client Services, Regulatory, Finance, and Risk Management background. I have led, implemented processes, and coordinated with all areas while exceeding BAU expectations from a quality, productivity, and client service perspective. I drove processes as it relates to each area to execution in minimal time. Innovative leader with broad based experience in both Equity and Fixed Income Clearance and Settlement and support of Large Introducing Broker Proprietary Trading and Market Making Strategies. Proven contributor in the business development of the firm and management of Broker Dealer Accounting. Seeking a challenging position that will allow me to further enhance my experiences and build on my educational attainments. I am an ambitious professional boasting the following experience, skills, and attributes:

• Professional Demeanor: Demonstrate patience, composure, and client service attitude.

• Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client’s requests. Demonstrate an awareness of service benchmarks and tailor the service experience. Identify potential negative consequences from a broader perspective that is client centric and take actions prevent a client impact.

• Problem Solving and Decision-Making Skills: Thinking analytically, using strong research skills, applying best practices, past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems, and fully execute the solution. Take an active role in identifying and implementing process improvements.

• Initiative: Identify process improvements, demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision.

• Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties PROFESSIONAL EXPERIENCE

Bank of America Securities 2017 – Present

Vice President – Client Services New York, NY

Strategized the entity separation for the complete platform for my line of business. Partnered with all tech leads and project managers to ensure the most efficient migration of all the impacted systems to the new entity. Responsible for the conversion of client data from various systems and data sources including books and records, platform management systems and client reporting

Provided blueprint of all the systems utilized by all of the Introducing Brokers and ensuring no disruptions to the clients.

Successfully migrated specific roles and transactional global functions from the New York onshore client services team to a newly created extension team offshore.

Successfully educated and trained the offshore team to understand the business, reporting infrastructure, risk management, fail management and the client requirements to adequately support the sophisticated agency broker dealers and market makers. The migration reduced the onshore client services team by 30% and increased response time and introduced efficiencies and accountability with implementation of a structured SLA for value added client fail reporting.

Managing a team of 12 highly skilled Client Facing Client Service Associates onshore to support Introducing Broker Proprietary Trading for both Equity and Fixed Income Clearance and Settlement in both the Domestic and International Space.

Co-managing 17 offshore settlement specialists and acting as point of escalation for all non-settlement related client queries and high- risk settlement related escalations.

Executed a Platinum Model which yielded valuable metrics to identify high touch lower tier clients that were not following established roles and responsibilities.

Strong client management and relationship building skills. Able to manage client expectations.

Demonstrable knowledge and understanding of various global markets, products and instruments, regulatory rules and client trading strategies which allows me to support client activity, reduce market exposure and aid in the implementation of new business.

Knowledgeable in multiple buy-in executions for both regulatory and non-regulatory; Reg SHO 204(a)(d), 15C3 and Reg T, local market, CNS, smart track and exchange buy-ins.

Constructed reporting to assist in the stock loan lending of general collateral securities to cover broker dealer sales in no fail APAC markets such as Hong Kong, Singapore, Thailand and the Philippines.

Acting as point of escalation contact for all Platinum clients such as Citadel Securities, Jane Street Execution, Susquehanna, Two Sigma, Canaccord Genuity and StoneX Financial

Played a valuable role in the identification and oversight of sanctioned securities for China and Russia.

Successfully managed the clearing and settlement of all clients trading activity during 2020-2022 in which we confronted 5x above average trading volumes with no market losses and indirectly aided in the organic growth which yielded 150% increase in revenue.

Interact with technology to properly support When Issue Trades that are Matched/Netted GSCC and corrected with Actual Price and suppress invalid settlement fails that create large deficits at the Bank resulting in erroneous TMPG claims.

Collaborate with internal technology groups including DTC frontend technology and Clearing to enhance all disconnects in the current communication within the firms systems resulting in more automation and decrease in risk to the firm stemming from manual end user errors.

Oversee the Proprietary Accounting for all the Introducing Brokers utilizing internal Net Excess Reports and Internal Report Writer. Customized and built multiple reports to capture unique account positions and balances and utilized the reports to properly Manage Firms Deficits and assisted to mitigate Risk to both Broadcort and our Introducing Brokers.

Direct point of contact with the Risk and Control team to help eliminate any False Risk and Margin Calls by reviewing firms Intra- Day trading activity and communicates back true net values to relieve the calls. Main contact to communicate any valid Risk or Margin Calls to our brokers and work closely to ensure all calls are met and all risk is mitigated and covered.

Main point of contact to all the International Market Makers to address all trading strategies, trade breaks and reconciliation, corporate action and dividend related discrepancies and monthly assistance of account balancing for month-end reconciliation.

Oversee the Fixed Income Distribution box to field out and address all Clearance and Settlement Issues for all Fixed Income Products.

Primary Contact for all broker dealer related breaks and reconciliation as well as main contact within the firm to multiple support teams both regionally and domestically.

Acting as a liaison for all fixed Income brokers with all of our internal support resource teams including clearing and settlement to manage and address all daily breaks.

Main point of contact to discuss and Support all Syndicate Transactions on both Primary and Secondary Offerings and work with risk and control to facilitate all day loans. Close on all broker dealer deals by facilitating and orchestrating the closing call and driving the discussion to facilitate money and share transfer.

Acted in a critical function role to onboard Canaccord Genuity Inc including daily preliminary discussion to review and draft clearing strategies and systems and acted and direct contact to transfer all assets to BofAS and streamline and integrate all accounts.

Main contact on all Internal discussions with the business on all escalations and enhancements to both the systems and functions as well as discussions with all internal groups including Stock Loan, Settlements and Legal.

Work closely with all of the management teams in our International Settlements Regions to assist in fail management resulting from substantial trading from our Market Makers.

Bank of America Merrill Lynch 2012 - 2017

Assistant Vice President – Client Services New York, NY

Managed all Proprietary Accounting for all Broadcort Broker Dealer Proprietary Trading. Assisted all firms to close out unallocated positions into designated allocation accts and to properly manage their books and mitigate any risk.

Worked closely with the International Settlements Team and Domestic DTC to support all DVP transactions opposing all Broker side trades and correlate matching and settlement to avoid any potential Buy-Ins and Risk.

Managed all Proprietary Accounting using Internal Net Excess reports and generating output to notify clients of potential Risk and to action on a Trade Date +1 basis to mitigate all risk.

Performed Direct point of contact functions on all Broker Dealer fungible securities including ADR: ORD Conversions, Cross Border and Depot Movements and Realignments. Worked closely with all the regional support teams to facilitate any necessary buy-ins.

Acted as Main point of contact on all discussions to onboard all clients to Bank of America FX Execution desk to facilitate all FX and explain booking flows to securitize deals done away as trade records.

Researched all Corporate Action and Dividend Payments and Adjustments and worked with internal Asset Transfer teams to resolve internal breaks.

Aided all Broker Dealers in researching trade breaks in all Proprietary trading accts utilizing internal Clearweb Clearance Systems and Stock Record to produce client’s true positions.

Examined existing workflows to identify areas if potential improvement in operational efficiency by reviewing metrics in collaboration with project managers.

Provided SME feedback on internal initiatives to drive process development impacting cross divisional teams. Bank of America Merrill Lynch 2007 - 2012

Team Lead – Client Services New York, NY

Acted as Liaison between our brokerage firms and operations areas to rectify all trade breaks.

Provided clients with Settlement and Clearance Support and oversaw reconciliation of all corporate action and dividend breaks.

Reported causes of adverse variance swings of overall equity.

Calculated daily margin interest, credit on SMV, and adjusted balances.

Processed FX payments on domestic and foreign currencies versus FX trades. Follow through with agent bank to ensure payments are executed.

Processed trade adjustments, Fed Wires, Journals entries, and balance out of surplus accounts.

Processed fed wire payments for domestic and foreign versus FX trades.

Acted as Liaison for any broker-to-broker trades with clearing and settlement area on domestic and foreign securities.

Acted as Liaison between our ADR conversions group, custodians and counter party to ensure that conversion settles to avoid all buy ins.

Followed through on all trades to validate ratio and address any discrepancies such as price differentials on ADR/ORD.

Worked alongside various operations, business and middle office teams to understand and deepen client relationships. Bank of America Merrill Lynch 2006 - 2007

Associate - Client Services New York, NY

Provided support to the Branch Office regarding questions concerning Cash, Margin accounts as well as Cash Management.

Patiently resolved Branch requests and provide speedy resolution to Financial Advisor concerns.

Processed all checking and banking discrepancies with the Federal Reserve.

Updated daily Accounts Receivable logs and balances.

Educated newly acquired Financial Firms on all internal products to ensure a smooth transition, guaranteeing continuous success for our firm.

Barnes and Noble.com 2005- 2007

Technical Service Representative Secaucus, NJ

Maintained Client database by Troubleshooting client order processing and profile accounts.

Provided excellent customer service to ensure customer retention while increasing the company’s client base.

Updated daily logs, maintain client database, including profile system, financial history and privacy firewall.

Conducted weekly meetings with staff to compile cost efficient system execution and marketing practices. NorVengence Inc 2003- 2005

Finance Liaison Newark, NJ

Maintained financial portfolio worth over 10 million, ensuring that the supporting Banks and lenders, financial accounts are satisfied.

Act as liaison between the clients, banks and lenders, determining and solving arising problems.

Strong analytical skills and ability to reconcile, trouble shoot, and resolve out of balances without direct supervision. Education Spring 2003

Newark, NJ

Bachelor of Science: Computer Science

Skills: Microsoft Office (Advanced knowledge of Excel, Access, PowerPoint, Outlook), Strong Business Analysis, Project Management Skills

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