Description
Summary: Assist and interact with client base in US and Canada with production reports in a 24x7 brokerage processing services operation. User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action in a timely manner. Escalate requests to management as needed. Work with all aspects of Windows such as Microsoft office suite of products, including Outlook, Exchange, Excel and E-mail. Monitor key mainframe jobs processing through automated application. Participate in scheduled internal and client based disaster recovery tests. Ensure production is running smoothly using various scheduling tools such as TIVOLI scheduler, TWS scheduler and OPC scheduling packages to ensure that client expectations are met. Certified from New York Institute of Finance in Business and Brokerage Operations. * Experience providing client support in a busy brokerage call center environment. * Experience with VPN, Active directory and Citrix. * An unwavering commitment to all clients' needs (corporate clients & Fortune 500 companies), with the ability to build productive relationships, resolve complex issues and win client loyalty. * Work with Remedy, which is an internal ticket writing application that it used to monitor and follow up on all client and various internal support group changes and requests. Client Service Representative (Help Desk). July 1995 - July 2005. * Analyze data and develop reports as needed. * Respond to between 50 and 100 client and internal emails daily. * Answer all client and internal support calls, as well as setting up and monitoring bridge calls. * Known for my creative problem solving resolutions and communication skills. * Liaison between our clients, support groups and internal company management. * RSA experience with soft tokens. * Input client and internal files via TIF panel (Transmission input file panel). * Monitor batch, using UC4 and Kitty applications (UNIX), to track file processing as well as executing jobs and copying over files. * Interface daily with internal support groups such as transmission support, trading support, tech support and system assurance support as well as various clients to continually ensure client satisfaction and 'World class service'. Key Accomplishments: * Work with various teams such as production control and systems assurance groups to prioritize 1,500 jobs daily to ensure all work completes within company and client guidelines. * Responsible for service level agreements on 520 production and test BPSA application, (Brokerage Plus Service Agreement), servers. (Jobs that run on the mainframe are then extracted and put on real-time servers, which the clients will then access). * Create and update procedures for both client based and company based documents for Broadridge internal management. * Officially commended for my proactive attitude in striving to make the clients happy. Client Support Rep - I/O Supervisor September 1985 - June 1995.
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