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Skills

  • Community resources
  • Organization
  • Problem resolution
  • Category equipment
  • Data management and analysis
  • Regulatory compliance
  • Client needs assessment
  • First Aid/CPR
  • Process improvement
  • Team building

Work Experiences

  • Organized, promoted, and managed parent workshops aimed at helping children succeed academically.
  • Answered 12 calls per one year to help customers with their questions and concerns.
  • Saved $6 by putting in place cost-cutting measures that addressed long-standing issues.
  • Collaborated with cross-functional teams.
  • Collaborated with IT to identify inefficiencies in the custody system, leading to the implementation of Jira and improving account reconciliation speed by 42%.
  • Looked for industry trends on social media and through online sources.
  • Worked with community program leaders and advocates to ensure that resources were available to those who needed them.
  • Achieved a 77% improvement in client retention.
  • Achieved zero downtime during implementation.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Achieved a 41% decrease in resolution time.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Boosted retention rates by 53%.
  • Achieved a 74% first-contact resolution rate.
  • Excellent Custody Representative with a strong emphasis on domestic violence prevention and education.
  • Achieved consistent service excellence.
  • Achieved a 61% reduction in transaction processing time.
  • Contributed to a 41% improvement in complaint resolution time.
  • Delivered 64% error reduction.

Accomplishments

  • Visited Portland to lead a custody representative training program for 17 employees, resulting in immediate improvements in operational efficiency.
  • Reduced client escalation resolution time by 17% through an enhanced focus on client communication and quick problem resolution.
  • Redesigned the custody team’s daily workflows, eliminating redundant processes and improving task completion efficiency by 52%.
  • Educated clients on tax treatment and custody options for foreign securities, improving the department’s cross-border asset management.
  • Collaborated with compliance teams to ensure all custody processes were in accordance with procedure standards, preventing regulatory breaches.
  • Created monthly performance reports using program, providing executives with clear insights into operational efficiency and asset movements.
  • Collaborated with IT to upgrade custody system, reducing manual processing time by 16% and improving reconciliation accuracy by 46%.
  • Championed the roll-out of initiative, reducing reconciliation workload by 58% and ensuring smoother client onboarding.
  • Maintained and updated thorough documentation of custody workflows, reducing onboarding time for new representatives by 15%.
  • Assisted in the successful implementation of system for custody tracking, improving overall team productivity by 56%.

Affiliations

  • Rotary International
  • Financial & International Business Association (FIBA)
  • Certified Securities Analyst (CSA)
  • Investment Company Institute (ICI)
  • Association of Corporate Treasurers (ACT)
  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • Institute of Banking and Finance (IBF)
  • Association for Computing Machinery
  • Certified Securities Operations Professional (CSOP)

Certifications

  • First Aid/CPR Certified
  • Certified Financial Risk Manager (FRM)
  • Project Management Professional (PMP)
  • Certified Custody Representative (CCR)
  • AML/Anti-Terrorist Financing Certification (CAMS)
  • Certificate in Capital Markets Operations
  • Salesforce
  • Global Custody Specialist Certification
  • Benchmark Administration Certification
  • Certified Securities Operations Professional (CSOP)

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