Summary

Assisting others in achieving their goals is the foundation of my professional experience. Continuing this path within an organization where my own goals can be achieved is where I want to apply my considerable experience, knowledge, skills, and education.

Skills Summary

Microsoft Excel, Word, PowerPoint, Outlook,

Type 50-55 WPM / Excellent data entry skills

Customer service /detail oriented / responsible / flexible and adaptable

Effective time management and organizational skills

Critical thinking skills

Active listening

Excellent communication skills

Problem solver

Professional Experience

Order assistance Sykes Enterprises

Remote Customer Service Representative

07/2017 – 09/21

Retail Services

Resolved customer order concerns:

oOrders not received

oOrders received damaged

oOrders received late

oIncorrect orders

oMissing items

oPlace orders

oAdding promo codes and other locating other ways to help customers

oVarious other methods of assisting customers

Credit Card Services

Assisted and resolved credit card and statement questions and issues:

oDelivery problems

oRefunds

oAccount balances

oMissing or misapplied funds

oTravel notifications

oAdding or removing users

Zero Chaos

Consultant with Pershing LLC - Asset Services Department

Jersey City, NJ

08/2015 – 11/2016

Research and help solve issues and problems on the Service Center Requests platform of NetX360 initiated by Account Managers regarding settlement issues of (automated customer accounts transfer service) ACATS transfers.

TTI of USA

Consultant with Pershing LLC - Delivery Management Department

Jersey City, NJ

5/2013 – 6/2014

Extensive customer service via e-mail and telephone

Initiated and coordinated requests for movement of chilled securities (frozen letters) from the Depository Trust Company (DTC) to the counterparty.

Monitored movement of chilled securities in DTC, and ensured delivery of tens and hundreds of thousands, and millions of dollars in Pershing bookkeeping and settlement system.

Coordinated movement and conversion of non-exempt and exempt securities between contra-broker and agent.

Ensured settlement of deliveries through DTC electronically and manually.

Initiated borrow requests for customers by coordinating requests with stock loan department.

Coordinated and processed partials for over million dollar deliveries.

Processed rejected deliveries for reasons such as: deliveries not matching on both sides due to settlement date discrepancies, fund discrepancies, place of settlement issues, and other similar problems.

Processed journal entries and charges paid and received.

Processed data into various daily reports for: unknown deliveries / rejected deliveries / unsettled deliveries.

Meridian Partners

Consultant with RBC Dain – X-Clearing and P&S Balancing

New York, NY

6/2008 – 11/2008

● Balanced daily ex-clearing fails against stock record breaks, utilized Automated Data Processing (ADP), now known as Broadridge Financial, and the IMPACT systems for settlement confirmations and blotter changes.

● Utilized Real Time Trade Matching (RTTM) and DTC for contract trades and standard domestic trade settlements

● Prepared confirmations for faxing and confirmed trades with brokers via e-mails daily.

● Reconciled trades daily.

● Communicated with numerous traders, brokers, and customers on resolving failing trades.

Corporate Staffing

Consultant with Pershing LLC – Fixed Income P&S

Jersey City, NJ

12/2006 – 1/2008

● Monitored daily fail report and troubleshoot trade issues and discrepancies.

● Ensured settlement of hundreds of daily cash trades.

● Liaison between customers, traders and brokers on issues of settlements of cash trades.

● Liaison between departments

● Updated financial receivables, deliverables, and aged fails in Excel spreadsheet.

● Worked extensively on DTC for verification of holdings, verification of status of delivery or receipt, verification of confirmations of trades by brokers or customers.

● Processed trades on DTC to avoid fails.

Operations Processor II

State Street Corporation outsourced from Deutsche Bank Private Bank Wealth Management

New York, NY

6/1998 – 8/2006

● Troubleshot settlement issues of foreign and domestic trades; managed corrections and changes.

● Processed cash trades-Commercial Papers, Federal Home Loans, T-Bills, Bonds, Mortgage backs, foreign and USD overnight Time deposits.

● Coordinated settlement of all cash, DTC and International trades such as JAPAN, ASIA, TOKYO, BRAZIL, SWEDEN, GERMANY, LONDON, and other markets with Counter Party .

● Resolved settlement issues and /or discrepancies of cash trades, foreign and domestic trades, and time deposits.

● Collaborated with Acct. Managers, Traders, and Counter Parties in settlement of trades.

● Updated receivables, deliverables, and time deposits in Excel spreadsheet

● Calculated gains and losses of forward foreign exchange trades

● Evaluated trader transactions for discrepancies in trade tickets against brokers confirmations

● Utilized Global Plus as a tool for processing and correcting trades

Private Bank – International and Domestic Settlements

Supervised three people in Data Entry

Managed entries of Government bonds, bills, notes, cash trades, equities, mutual funds, fixed Income

Managed settlement issues, such as Euro-clear instructions, BIC codes, money differences, delivery, and receiving issues.

Processed settlement instructions of third-party trades into the S.W.I.F.T. system.

Education

University of Phoenix

December 2016 - Bachelor of Science in Psychology including courses in Industrial Organizational Psychology

December 2013 –Associate of Art in Healthcare Administration and Medical Records (AAHCA/MR)

GPA – 3.86

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