Customer Service Management

MARLENE ACEVEDO-SMITH

***** * ***** ****** ● Mokena, IL 60448 ● 708-***-****

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

SUMMARY OF QUALIFICATIONS

Results oriented Financial Professional with extensive experience in commercial banking and brokerage services/operations with a broad background in the management of people, products and ideas. Business methodology is customer-centered focus, with the ability to implement best practices initiatives. Offer excellent quantitative and analytical ability, and an expert command of complex issues. Possess diverse interpersonal strengths, including outstanding communications skills, both verbal and written, and a love of responsibility and challenge. Areas of expertise are the following.

Cashier and Operations • Executive Level Presentations • Team Building and Leadership Training Employment Law/EEO • Project Management • Multi-tasking • Vendor Management • Staff Management • Process Improvement • Client Relations • Project Management • Team Leadership, Motivation • Applicant

PROFESSIONAL EXPERIENCE

Newedge Group, Chicago Illinois, 2009-2010

Treasury Department

• Performed clearing and trade processing activities using GMI, cash management, and payment systems.

• Delivered accurate cash journals and reconciled reports under time constraints.

• Continued focus on communicating more efficiently and more rapidly to allow firm and counter parties to quickly understand their capital situation.

Huntington Partners, Chicago Illinois, 2007-2008

Operations Manager

• Responsible for all back office duties including: wire transfers, settling trades, custodian interface, and making deposits in both customer / corporate accounts.

• Daily Advent data entry and reconciliation of Advent with clearing bank. Performed bill management and payment for entire partnership. Functioned as personal assistant to lead partner for schedule and travel arrangements.

Terra Nova Financial Group, Chicago Illinois, 2006-2007

Treasury Department

• Implemented changes to the existing cash management system. Managed bank relationships including bank balances, service fees, and ACH payment processing.

• Performed interest analysis ensuring maximum return of overnight and termed investments. Responsible for daily cash management and firm bank loans. Reconciled daily and monthly treasury balance sheet accounts.

• Assisted with month-end treasury reporting processes by preparing monthly journal entries to close affected accounts.

Feb 2010

MARLENE ACEVEDO-SMITH (2)

Kovitz Investment Group, Chicago Illinois, 2004-2005

Operations Department

• Opened new accounts and provided customer service

Citibank, Chicago, IL 2002-2003

Financial Center Operations Manager

• Managed the daily operations for the bank’s financial center. Supervised a staff of 7 employees.

• Supervision included hiring, training, disciplinary action, performance reviews and termination.

• Responsible for the branch achieving production goals. Responsible for motivating staff to

achieve goals. Work with tellers and bankers to ensure top level customer service.

• Position entails direct leadership of Financial Associates i.e. daily performance evaluation and management and continuous training in adding client value, acquiring referrals and cross-selling techniques.

• Responsible for enhancing and streamlining daily operations via process improvements while ensuring quality and timeliness of service delivery. Full accountability for adherence to legal, corporate and regulatory procedures.

Web Street Securities, Inc., Chicago IL 2001-2002

Funds Cashier Operations Supervisor

• Managed a staff of 7 employees in the clearing firm department. Responsible for hiring, training, performance reviews, and allocating raises. Ensure compliance with all company policies and procedures. In charge of the Funds cashiers area, Securities and ACATS.

Rothschild Investment, Inc., Chicago, IL 1994-2000

Cashier Operations Liaison

• Supervised daily operations. Gathered information regarding stock reorganization and distributed to brokers.

• Follow up with customer accounts to ensure completion to transactions and dispensing funds .Also worked the trade desk by processing orders from traders via computer terminal.

Kidder Peabody, Inc., Chicago, IL 1985-1993

Funds Cashier Operation Department

• Responsible for processing all incoming and outgoing wire transfers and checks for both individual customers and corporate accounts.

• Restructured daily work flow, reducing processing time from 8 to 5 hours.

• Trained new managers in Funds Cashier processes for other branches in the region.

ADDITIONAL

• Bilingual in English and Spanish

Feb 2010

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