Senior Operations Customer Service

Amanda Jane Stockwell

Saint Augustine, FL *****

Email: ****************@*****.*** Phone: 904-***-****

LinkedIn: www.linkedin.com/pub/amanda-stockwell/96/40a/936/

PROFILE

Ten plus years of Business Administration experience across environments, ten years’ experience in IT Industry and eleven years’ experience in Financial Industry. Effective at researching, managing own workload, and dealing with all grade levels within an organization. Strong skills in co-coordinating multiple tasks and problem solving; well-organized with attention to detail. Clearly focused on the task at hand, ensuring completion within designated timeframes and to high quality standards. Pursue objectives with vigor, driven by tremendous energy and need to achieve. Self-motivated with strong self-management capabilities.

PROFESSIONAL EXPERIENCE

BANK OF AMERICA Securities, Jacksonville, FL 10/2020 to 08/2022

Tax Outreach/Global Markets Tax Doc Refresh - Operations Senior Analyst

Perform Global Markets client outreach for updated W8 / W9 tax documents

Work with front office and client service teams to obtain client contact information if not currently available

Work closely with Tax team (TDPO) during submission of new tax forms for validation through Client On Boarder or via email

Daily monitoring of validation verdict from TDPO

Tax form is valid: ensure updated information reflects in Cesium and GDS

Tax form is invalid: review TDPO comments, if correction requires client action, outreach should be made within 72 hours of being notified of the disapproved form

Tax form is invalid: review TDPO comments, if correction requires internal action (Data Management Operations, etc.), outreach within 72 hours

Update individual trackers after each item worked as the new status will reflect in Tableau for metrics reporting at the client tiering level (determined by Investment Manager super master segmentation tier) daily

Send Data Management Operations team (DMO) any/all outdated static data in our systems with the proper documentation received from the client to process changes

Assist with any additional projects the manager may assign

Escalate any issues that arise immediately to direct managers or Front Office Sales for resolution.

MERRILL LYNCH - BANK OF AMERICA, Jacksonville, FL 08/2018 to 09/2020

Unit Investment Trust (UIT) Account Management/Mutual Funds - Senior Operations Analyst

Serve as a main point of contact for Merrill Lynch Wealth Management Unit Investment Trust Support using many applications

Process commission payments for all Buy side trades to FA’s/Branches to pay out on Settlement Date

Check position ledgers and money ledgers daily and resolve any breaks

Process all Trade Corrections ensuring trades are processed to the error accounts

Buy and Sell shares as instructed

Manage the UIT mailbox

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Process Mutual Funds Reversals and Conversions

MERRILL LYNCH - BANK OF AMERICA, Jacksonville, FL 01/2016 to 08/2018

Equity Trade Account Management - Senior Operations Analyst

Serve as a main point of contact for Merrill Lynch Wealth Management Equity Trade Support using many applications

Allocate trades across various platforms

Communicate with Brokers re Step-Outs, Step-In’s, Give-Up’s and process

Work closely with other lines of business to resolve break issues and to assist with reconciliation breaks across ledgers.

DEUTSCHE BANK, Jacksonville, FL 09/2014 to 10/2015

Equity SWAP Account Management - Senior Operations Analyst

Serve as a main point of contact for Deutsche Bank’s Synthetic Equity SWAP clients

Middle Office - Perform Front to back office tasks for Non-Portfolio Swap Agreement clients, to include SWAP creation as per Term Sheet, trade allocation, researching and resolving payment discrepancies,

Resolve client issues including breaks, fails, margin, financing, dividends, corporate actions, resets and unwinds

Provide solutions to the client and or administrator queries

Interact with internal and external contacts for resolution of process discrepancies in a timely manner

Work closely with the Sales, Trading, Transition and Relationship Management teams on domestic and international platforms.

JPMORGAN CHASE, Jacksonville, FL 08/2010 to 09/2014

Senior Lead Operations Specialist (03/2011-09/2014)

Managed Mailboxes ensuring that all escalations researched and answered within 3-day SLA.

Manipulated System Documentation Reports to create Log Code and Step Code Scripts. Ran the scripts daily in MSP ensuring that if scripts failed a new script was created until all loans had been updated.

Managed reprint process ensuring that all reprint requests were processed within 5-day SLA.

Known as BAU Subject Matter Expert.

Earned reputation for receiving most Applause E-Cards from other lines of business resulting in earning the Spot Award from Senior Vice President of Mortgage Banking.

Closing Loan Specialist (12/2010-03/2011)

Learned position with little training and sheer determination; progressed to highlight issues with current processes to facilitate development.

Assisted and advised team members on best way to complete tasks; very articulate and process driven.

Became the team “go to person.”

Quality Assurance Analyst II (08/2010-12/2010)

Completed QA Checklists on Trial/Final Modifications.

Worked closely with Underwriters, CAS, and Closing.

Worked at 98% accuracy level, 8% over QA target.

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FINGERSHIELD SAFETY (USA), INC., Jacksonville, FL 03/2008-04/2010

Sales & Marketing Executive

Joined this 3-employee company as Administrator assisting in marketing campaigns, accounts receivable, and collections.

Joined company when sales turnover averaged $4,000 per month.

Assumed sales position and boosted monthly sales to $30,000 during final month of employment, following CEO advancing sales to $13,000 per month just prior to retirement.

XANSA PLC, Manchester, United Kingdom 02/1997-08/2007

Account Support Executive

Supported 110 employees, 12 managers, and 6 projects with Project Administration Support.

Promoted from Administrator to Account Support Executive within 18 months.

Served as first point-of-contact for 6 contractors and Indian subcontractors working on client projects.

Ensured Intranet Kiosk machines could be accessed at all times on client site, and that software upgrades were completed with any IT issue addressed.

Customer Service Desk / Help Desk Leader 11/2000-11/2002

Led team of 13 Technical 1st Line Support producing monthly reports to Infrastructure Services Management team.

Ensured that Service Levels were achieved and improved while surpassing SLA target by 5%.

Senior Project Administrator / Team Leader 02/1997-11/2000

Set up Project Support Office that provided administrative support to over 6 Projects located in Northeast England.

Brought in additional resources as required and formulated scope of service, service-level targets, and reported on projects monthly.

EDUCATION / PROFESSIONAL DEVELOPMENET / SKILLS

TAMESIDE COLLEGE OF TECHNOLOGY, Ashton-under-Lyne, United Kingdom

Higher National Certificate – Business & International Marketing / Certificate – Business & Finance

Both certificates completed over 4 years attending part-time – equivalent to Associate Degree.

NMLS Mortgage Loan Originator License 2372018

HUD Housing Counselor

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