Experience

PGIM Fixed Income

• United States
• Investment Management
• 500 - 600 Employee

• Fixed Income Specialist

  • Feb 2022 - Present

  Daily technical support of Global Confirmation and Settlement Operations Facilitating Trade Flow processes and ensuring trades are matched on the industry confirmation platform Support the claims and fails investigation process and effectively resolve Primary Liaison between the internal operations team and external custodian banks and broker dealers Provide timely resolutions to operational issues raised by critical business partners Actively researching/resolving trade discrepancies with internal and external stakeholders Monitoring daily trade status reports including pre-matching and fails data Key contact to resolving problems, introducing new processes to mitigate risk and enhance controls Cultivating both internal and external relationships to ensure proper service levels are achieved for each fund supported Keeping abreast of industry initiatives and market trends that can impact our business model and or offer opportunities to improve our process Maintain departmental policies, guidelines and procedures Show less



New York Life Insurance Company

• United States
• Financial Services
• 700 & Above Employee

• Client Service Analyst - Sr. Representative

  • Dec 2013 - Feb 2022

   Conduct internal review of all claims, applications, settlements, and qualified assignments inspecting documents to ensure accuracy while applying quality control  Collaborate with internal and external partners to ensure a solution-based approach to addressing all elements of incoming cases by ensuring process efficiency and accuracy  Complete detailed reviews of all factoring cases from initial emails to completed court orders  Responsible for implementing and sustaining the E-file project which transitioned the department from a manual processing to an automated system vastly increasing the volume of cases processed in a monthly period and increasing team productivity  Support product approval through the review and evaluation process to establish suitability to our brand while determining on-boarding and business development with third-party firms  Continuous implementation of various enhancements to reinforce best practices for policy holder communications  Work closely with the marketing team to stay on-message when communicating externally to clients, ensuring communication styles are aligned across our team  Monitor compliance with all internal controls, procedures, and protocols through touch base discussions and team email communications to meet all expectation set by governmental regulations and statutes  Partner closely with senior management to recommend process improvement while using insurance operating models and cascading revisions to the Structured Settlements Team  Routinely monitor state regulation changes and updates to stay aligned to industry regulations Show less



Mercer

• United States
• Professional Services
• 700 & Above Employee

• Client Service Analyst II

  • Dec 2010 - Jun 2013

   Played a critical role in optimizing client interaction, project management, and system configuration  Project lead providing and managing client communications directly to triage incoming requests and assigning them to the appropriate internal resource  Coordinated with Project Managers to generate a prioritized project list and monitored them to ensure the timely delivery on published deadlines  Continually collaborated with various departments to ensure customer satisfaction with our products and tools  Worked closely with Information Technology as necessary to troubleshoot and resolve client concerns  Performed beta testing and analysis of the system configuration against requirement documents during implementation  Ensured that all deviations from stated policies were resolved sufficiently without compromise to the company and ensured corrective action to prevent repetitive errors Show less



BTQ Financial

• United States
• Financial Services
• 1 - 100 Employee

• Business Analyst

  • Dec 2009 - Mar 2010

   Conducted analytical functions related to the firm’s financial outsourcing services in accounting  Performed an analysis of effectiveness of line program operations, both quantitatively and qualitatively, to determine any deviation from stated objectives for the firm  Reported any deviation trends that became evident through the review process for corrective action  Performed modifications to project outlines based upon client budgets  Implemented marketing strategies to enhance client exposure in new and existing global markets  Thoroughly analyzed fiscal documentation to help identify future revenue and expenditure trends allowing for assumptions to be documented for future reference  Supported authoring statistical diagrams such as organizational charts and workflows along with graphic specs as needed Show less



Fidelity Investments

• United States
• Financial Services
• 700 & Above Employee

• Operations Analyst

  • Jan 2006 - Nov 2009

   Spearheaded quality control testing and evaluating processes and documentation to ensure consistent application and results for this financial services organization Severed as quality control analyzer when documentation is received from customers  Evaluating policies and procedures to ensure compliance and alignment with outlined company policy  Followed up to provide corrective guidance where P&P was not followed accordingly  Analyzed methods for processing transfers and recommended an enhanced process for purposes of improving efficiency  Eliminated the use of an external vendor by taking over analysis resulting in a savings of $200K on an annual basis Audited and processed Transfer Initiation Forms (TIFs), Letters of Instruction (LOIs), for the proper transfer of customer assets through the FBSI system  Performed transactional reviews ensuring accuracy aligning to policy and procedures on all ACAT and non-ACAT items Continually acted as key focal point to assist team members in the completion of complex transfer items Show less

• Operations Specialist

  • Aug 2006 - Nov 2008

  Assisted operational performance and efficiency data by industry and established across 900 industries a client support tool for the market & investments alikeReceived and evaluated Corporate Actions and redemption announcements for upcoming paymentsAssisted with Margin and Reg T accounts as needed by management: Borrowing to support equities trading and verifying marginal security with an initial deposit of 50% of purchase price.Research, Analyze and resolve open items to reduce/eliminate capital charges and reserves. Assist management in analysis of complex Corporate Action announcements, which may include foreign currency exchanges on DTCC, FBSI and Streetscape systemsEnsure accurate movement of funds and securities within strict time parameters Keep management apprised of current and future issues they may arise based on trends and analysis Provide analysis that will disclose risk in processing and assist management in problem solving. Show less

• Financial Representative

  • Jan 2006 - Jul 2006

  Process requests and provide information. Respond to client questions about accounts. Process transactions and service client accounts in a timely and efficient manner utilizing proprietary Fidelity technology. Execute trades in all market channels. Ensure availability to handle inbound call volumes and meet client needs. Adhere to all scheduling and productivity requirements. Build rapport with internal and external sales teams. Providing quality customer service. Demonstrating leadership skills. Show less