Head of the North American client experience team and operational client relationship management.

Operational Client Relationship Manager & Fixed Income Sales MM/Repo ManagerMaintain and manage 18 client relationships by being the point of contact for any and all escalations for Citi Operations and conduction operational review meetings. Responsible for managing employees across the United States that covers all North America Repo and Money Market transactions. This entails all goal creation, reviews, monitoring work flows, and growth promotion.Manage vendor relationships such as Omgeo and Traiana by organizing and facilitating all presentations’, conferences, and projects. Conduct Operational Client Relationship Management client meetings and presentations. These meetings went over new initiatives, ongoing problems, and success stories amongst Citi employees.

Maintain and manager 16 platinum client relationships by being the point of contact for any and all escalations for Citi Operations and conduction operational review meetings.  Responsible for managing and developing 6 employees across the United States within our Branch locations. This entails all goal creation, reviews, monitoring work flows, and growth promotion. Manage vendor relationships such as Omgeo and Traiana by organizing and facilitating all presentations’, conferences, and projects.  Project Manager on FIX Automation migration for Fixed Income. As a result Citi was the first FI Broker to be live.  Partook in Operational Client Relationship Management platinum client meetings and presentations. These meetings went over new initiatives, ongoing problems, and success stories amongst Citi employees.

 Created quarterly business reviews of sales global business for senior sales management. Automated repo from 0% to 30% by developing automation with Bloomberg.  Developed monthly global presentations around straight through processing. Coordinated with all regions to improve our automation % to over 90%.  Daily testing and sign off for any new process or enhancements occurring within Middle Office.

• Project Lead on Repo STP Project. Created a detailed project plan to work with technology, front office, middle office, and back office in order to automate over 6,000 daily trades worldwide. Implemented external vendors and internal processes to automate Repo Products within Citi. Within five months brought the STP rate from 0% to 60% which accounts for 1500 daily trades within the TRI-PARTY space. • Project Lead on Conversion Enhancement Project. Due to recent volume increases, sent to re-design the flow of Citi’s Conversion team. Developed intra-day reporting, implemented SharePoint as a central and concise database, developed logic to delegate assignments, and increased team wide knowledge on the importance or recognizing a priority client. • Point person on TRI-PARTY Reform Project. Worked with sales, operations, and middle office teams to determine the most effect systems to implement for the new TRI-PARTY Reform and subsequently tracked and resolved any issues that arose. Facilitated in the movement of all client accounts (over 200) to the new repo platform by working with sales, trading, technology, and relationship managers.• Liaise directly with clients on account-related issues including new services, existing client services, and resolve all account issues and discrepancies while receiving positive feedback. • Enter, ticket, and allocate 70% of all TRI-PARTY repo and short term fixed income products.• Backup trading assistant for brokered CD desk, keeping up to date records of all trades, daily reporting of P&L and resolving all issues/inquires that arise.

• Resolved over 250 inquiries dealing with the movement of over 38 million shares and over 6 million dollars for prime broker clients as well as middle office representatives.• Created, submitted, and tracked over 200 voluntary and mandatory event notices (Full Call, Partial Call, Maturity, Exchange, Tender, Consent, Modified Dutch Auction).• Enhanced monthly payable date Excel file using subtotals, conditional formatting, and list validation.• Monitored “Lock-up” ledger by overseeing the flow of over 40 million dollars.• Key member of department Credit Research Project that cleared up over 26.5 million dollars off of Citi’s ledgers from June 2008 to September 2009.• Updated and tracked inquiries from prime brokerage clients using complex VBA-MACROS and complex IF statements and provided weekly statistical analysis for upper management. • Tracked, claimed, and processed Goldman Sachs Asset Management repo-away interest and principal payments.

•Helped to develop the “Welcome Book” with other team members•Enhanced the process of communicating the Client Suitability Questionnaire to management•Documented the process of how a financial advisor should set up an account•Attended meetings to change and update the cloning of Smith Barney accounts•Organized the 325 different accounts on WebNAS into special category codes for the W.B.•Worked on the “Voice of the Client” survey•Tested the functionality of the website where the survey was taken place•Provided analysis on the first round of the survey to senior management