Experience

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  S&P Global

  • Dallas, Texas, United States

  • Notice Manager Support Lead, Asset Services

    • Feb 2022 - Present
    • Dallas, Texas, United States

    • Team Lead for Notice Manager Support consisting of members globally in Dallas, New York, and India• Main point of contact for the team, constantly providing guidance regarding how to approach tickets, resolve issues, and respond to clients• In charge of investigating and resolving client escalations for high priority/complicated issues• Manage the Notice Manager Support queue in Freshdesk including assigning tickets to members of our team or reassigning tickets to other teams as appropriate• Prioritize keeping our queue clean by delegating tickets based on the qualifications and expertise of each member, while balancing out workloads amongst members• Assist clients with issues regarding our Loan Reference Data API including the Facility Details, Contracts, Amortization Schedules, Transactions, and Documents API by researching and troubleshooting the calls made and responses provided• Troubleshoot and resolve issues with client files that are delivered via SFTP• Review client contracts in Salesforce to determine which products the client licenses and ensure proper data is provided• Assisted clients through the transition from USD LIBOR to SOFR by supporting the new Risk-Free Rates (Daily SOFR and CME Term SOFR) • Helped lead our team through the transition from Salesforce to Freshdesk by working with the Freshdesk implementation team to optimize the Freshdesk environment to meet our team’s needs• All previous position’s responsibilities at IHS Markit listed below

• 

  IHS Markit

  • United Kingdom
  • Information Services
  • 700 & Above Employee

  • Senior Client Services Support Specialist

    • Mar 2019 - Feb 2022

    • Step into management role when manager is out of office• Train new hires and act as first point of contact for questions amongst our team and various teams across the company• All new onboarded clients on the website and Admin Tool are created or 4 eye checked by me to ensure the proper entitlements are given to new users based on unique client contracts for Notice Manager, Loan Reference Data, & Ratings in Production and User Acceptance Testing (UAT) environments• Collaborate with 15+ teams across the Market Intelligence division to provide the necessary and full solution for our clients• Utilize Data Extractor to create sample files of Pretrade, Post Trade I, and Post Trade II Loan Reference Data for prospective clients• Utilize and contribute to Stack Overflow to build a knowledgebase for internal use• Voluntarily took ownership of the Loan Platforms website migration project by extensively studying every entitlement in order to migrate clients from the legacy website to the new platform considering each client’s unique contract for Notice Manager and Loan Reference Data• All previous position’s responsibilities listed below

  • Client Services Support Specialist

    • Jun 2015 - Mar 2019

    • Notice Manager provides crucial syndicated loan data points at Bank Deal, Issuer, Asset, and Contract levels backed by CLO Credit Agreements, Amendments, and agent notices• Extensively use WSO to manage financial data for term loans and revolving loans for our clients in the leveraged loan market• Support clients using WSO to download transactions such as rollovers, paydowns, and facility increases as well as amortization schedules• Notice Manager Support is the primary point of contact and acts as a liaison between the client, product, data, and operations• Address concerns with inaccurate data points by researching agent notices and Credit Agreements to ensure accurate data is provided• Assist clients daily with Notice Manager website issues (login, notice loading, and permission issues, etc.)• Resolve notice categorization issues by correcting labeled Issuer, Asset, Activity Type, and Effective Date• Assist clients with WSO Integration Utility issues such as subscribing facilities and contracts as well as working through exceptions in order to download transactional data• Create portfolios for clients to receive agent notices via email/fax/FpML/Doc Delivery as well as manage auto-forward requests• Utilize Microsoft SQL Server Management Studio (SSMS) to manipulate queries and extract large volumes of financial data for analysis and usage in client reports and inquiries• Create ad hoc client reports manually by combining multiple data sources for legacy clients and one-off requests• Prepare billing reports based on client contractual schedules• Consistently lead team in daily closed client tickets

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  Oklahoma State University

  • Stillwater, OK

  • Graduate Teaching Assistant

    • Aug 2013 - May 2015
    • Stillwater, OK

    Dept. of Legal Studies, Dept. of Economics, & Distance Learning

• 

  Reasor's

  • Assistant Center Store Manager

    • Jun 2012 - Mar 2013

    • Supervised crew of 20 employees including cashiers and grocery, frozen, and dairy clerks• Received and unloaded shipments of grocery each night• Responsible for making the weekly employee shift schedule• Ordered grocery product through AWG daily based on need and expectation of sales

  • Center Store Customer Service Clerk

    • Jan 2012 - Jun 2012

    • Responsible for stocking all product received from shipment• Worked as cashier and provided exemplary customer service• Organized and maintained stockroom in an orderly fashion

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  Hollister Co.

  • United States
  • Retail
  • 700 & Above Employee

  • Sales Associate

    • May 2008 - Sep 2011

    • Provided customer service to shoppers and promoted our brand to potential customers• Worked registers for purchases and returns from customers• Worked floorsets and updates to place new clothing styles on sales floor

  • Stockroom Manager

    • Apr 2009 - Feb 2010

    • Processed all shipment the store received each day• Organized and maintained the stockroom in a numerical ordered system• Managed all part-time stockers• Responsible for the sales floor being replenished and full with all sizes