• Manage a team of Project Managers, Technical Account Managers, and Solutions Consultants in NY, SF, and Florida.• Tasked with providing leadership to the team with the aim of improving team efficiency, workflows, and the customer service experience• Motivating the team by setting goals and providing regular and constructive feedback on individual and team progress towards those goals• Project Manage concurrent implementations, upgrades, and internal initiatives projects. • Serve as an internal point of escalation on complex issues• Identify coaching areas based on client and internal feedback and trained the team/individuals accordingly to improve overall knowledge and ability to service customers• Follow up with clients based on survey feedback to drive knowledge improvements in the team and to solidify client relationships and retention• Work with internal teams to improve internal workflows and better define responsibilities within each team

• Manage a team of Data Analysts and Support Reps in NY and Florida. • Tasked with providing leadership to the team with the aim of improving team efficiency, workflows and the customer service experience• Motivating the team by setting goals and providing regular and constructive feedback on individual and team progress towards those goals• Manage relationships with larger clients by acting as a direct point of contact, producing metrics and hosting regularly scheduled meetings• Handle escalated client calls and provided necessary follow through to provide solutions to the issues• Serve as an internal point of escalation on complex issues• Identify coaching areas based on client and internal feedback and trained the team/individuals accordingly to improve overall knowledge and ability to service customers• Follow up with clients based on survey feedback to drive knowledge improvements in the team and to solidify client relationships and retention• Work with internal teams to improve internal workflows and better define responsibilities within each team

• Respond to assigned client service request or phone inquires with an emphasis on dealing with those issues that enhance the client service or resolve complex operational issues.• Provide training for clients when necessary. • Initiate, manage and implement projects which streamline or enhance client service.• Serve as back up for other Advent OnDemand department functions (Data Analyst, Implementation Specialist).• Provide support to all areas within OnDemand with emphasis on superior customer service • Identify and resolve client issues and be accountable for all customer interactions through resolution • Prioritize cases, projects and tasks based on client and business needs. • Correctly identify issues that require escalation. • Drive efficiencies with OnDemand clients by having a thorough understanding of all OnDemand products and components • Identify new problems and solutions, and share knowledge by contributing content to the Knowledgebase

• Respond to assigned client service request or phone inquires with an emphasis on dealing with those issues that enhance the client service or resolve complex operational issues.• Provide training for clients when necessary. • Serve as back up for other Advent OnDemand department functions (Data Analyst, Implementation Specialist).• Provide support to all areas within OnDemand with emphasis on superior customer service • Correctly identify issues that require escalation. • Identify new problems and solutions, and share knowledge by contributing content to the Knowledgebase

• Executed product testing activities for various Advent products improving software quality• Analyzed business requirements to manually produce a test strategy, test plan, and test cases

• Identifying and interpreting financial statements, including transactions, security, and cash holdings for the portfolio reconciliation of domestic/international equity accounts, hedge funds and partnerships for high net worth clients.• Daily reconciliation of account transactions and positions using APX and Axys.• Generating reports on a monthly and quarterly basis using Axys Reports.• Conducting data research for financial information such as security pricing, options, trade settlements, and corporate actions.• Communicating directly with clients and brokers to resolve reporting issues.

• Develop and maintain procedures and internal coding• Train work flow coordinators on systems and procedures• Create detailed instructions for work flow coordinators• Handle internal interview with new clients. Develop and maintain client relations. • Set up all client information in multiple data bases• Schedule delivery dates of all new reports based on processing capacity of team• Provide problem resolution for all clients. Liaison between clients and financial institutions