Financial Services

Grace D. Cedeño

*** ** *** ******, #***

Deerfield Beach, FL 33441

home (954) 421 – 6782

cell (954) 263 – 0739

********@***.***

OBJECTIVE: To obtain a challenging position as a Client Relationship Associate that will utilize my skills and enhance my professional growth.

EXPERIENCE: Broker/Dealer Back Office Operations Specialist 10/06 – present

American Securities Group, Inc. – Boca Raton, FL

Provide support in opening, maintaining, and closing accounts; initiating, maintaining, and terminating investments management. Communicate with all employees of the company in fulfillment of its strategic and operational objectives. Process any cashiering requests such as outgoing checks, fed wires and EFTS for Advisors and Clients. Process requests such as cost basis changes, stop payments, check book orders, name changes and follow-up with Financial Advisors and Clients. Interact with custodians on DTC, Transfer of Assets, corporate reorganizations, margin calls and any shorts and debit positions to the money manager, process conversion accounts from one custodian to another and settlement issues. Perform finance work on gathering monthly client account spending and perform general accounting activities. Provide Client Service, answer general inquiries via telephone and e-mails, and interact with investments advisors and clearing firm personnel over the telephone necessary for our operations. Perform miscellaneous projects as assigned by management.

Customer Service and Sales Representative 11/05 – 02/06

Levenger - Delray Beach, FL

Provided catalog customer service over the telephone. Handled and processed sell orders; conveyed product knowledge by selling products for working and reading, such as lighting, leather accessories, writing instruments, fine papers and books.

Spanish Services Assistant Manager 12/96 – 02/05

MBNA America – Newark, NJ (05/03 – 02/05)

Provided bilingual client service to credit card holders; conveyed product knowledge, benefits and account information. Performed account maintenance, adjustments and processed wires, EFTS and checks. Analyzed and researched payment inquiries. Assisted with Spanish calls and provided quality client service to Spanish-speaking customers. Provided floor coverage for managers. Trained new employees through effective communication and presentational skills on Compliance Quality Assurance, Monetary Adjustments paperwork procedures and all in-house client service systems. Worked closely with Managers, Education Department and Quality Department in revising client service guidelines. Performed miscellaneous projects as assigned by senior management.

Customer Marketing Assistant Manager

MBNA America – Boca Raton, FL (12/99 – 05/03)

Encouraged and solicited customers to process balance transfers and direct deposits using MBNA benefits, affinity marketing, and promotional interest rates. Processed wire transfers, utilized product knowledge, selling strategies and techniques. Provided coverage for managers, as well assisted customer marketing specialists. Coached specialists and trained new hires.

Senior Lead Assistant Manager

MBNA America – Boca Raton, FL (07/99 – 12/99)

Provided floor coverage for management, as well as assisting Acquisition Specialists. Managed the Bilingual and SCORE teams in Inward Telesales department. Participated in the Spanish Queue and assisted with Spanish speaking customers in completing credit card applications. Coached and trained new employees. Performed miscellaneous projects as assigned by senior management.

Compliance Coordinator

MBNA America – Boca Raton, FL (03/97 – 07/99)

Listened to telephone calls between Specialists and customers for Inward/Outward Telesales and Inward/Outward Customer Marketing Operations departments in promoting excellent quality customer service. Compiled information to ensure personnel adhered with all necessary procedures, including records and reports for federal regulations and MBNA policies. On a monthly basis, conduct required risk management functions audits and regulatory compliance examination efforts.

Bilingual Loan Acquisition Specialist

MBNA America – Boca Raton, FL (12/96 – 03/97)

Assisted clients with completion of their credit card applications over the telephone. Handled and processed internal sells of other credit card products by using cross-selling strategies. Participated in the Spanish queue. Assisted management in reviewing documentation submitted by team members in adherent with compliance guidelines.

EDUCATION: Saint Peter’s College – Jersey City, New Jersey 12/1988

Bachelor of Science – Marketing

Certificate in Intercultural Relations

University of Malta, Msida, Malta – Europe

International Student Exchange Program (ISEP) – Spring 1987

ABILITIES: Excellent bilingual communicator, problem solver, researcher, organizer, multi-task, time management skills, client service provider, analytical and quantitative skills, ability to work in a high pressure environment, detail oriented, follow through skills, and computer knowledge – Microsoft Word, Excel and Power Point; Internet Explorer, Outlook, NT, Institutional Schwab website, Penson Connection website, Streetscape website , Fidelity Advisor Channel website, Radius, Lexis/ Nexis, FINRA OFAC website, and FBSI platforms.

REFERENCES: Furnished upon request.

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