Carl P. Email and Phone Number

• Sole management of the add on solutions designed specifically for clients in the EMEA Region• Solutions include Fund Pricing & MiFID II Costs & Charges Reporting• Research to establish which solutions to develop• Conducting research to build out the backlogs for new and existing solutions• Back-log management using Dev-Ops• Working with internal teams to develop materials such as marketing, help files & training• Working with Sales & Marketing teams to drive sales of the solutions• Holding regular feedback calls with existing and potential clients• Escalation point for various teams• Assisting with QA Management• Environment management• Member of the SS&C Global Mentorship Committee

• Training clients & employees on various Advent products, across the EMEA region• Products include APX, NAV, Axys & Tradex• Training methods include training sessions, webinars & workshops• SME in the NAV Management Tool, acting as a reference point for the support team• Building & maintaining training environments• Member of the Global Mentorship Committee

Additionally to the Senior Client Support Specialist role…• Winner of Advent’s Q2 2021 employee recognition program (1 of 8 global winners out of 1,200 employees).• SME in Advent’s NAV Management product.• SME in APX.• Reviewing training needs for the team and then creating & conducting relevant training based of the results.• Weekly case reviews with several members of the team. • Author of the most Knowledge-Based articles throughout Advent in 2019, 2020 & to date in 2021. • Running requested training sessions from management such as APX Core Training. • Mentor to several new starters within the company. • Monitoring and working with the team on their aged cases. • Conducting interviews for new hires.

• Providing client support for multiple Advent software solutions, through web, phone & email. Solutions include APX & AXYs (predominately Accountancy & Reporting specific cases). • Working with a wide range of investment products and reports.• Ensuring SLA’s and departmental standards are met.• Documenting all stages of the support case is clearly documented in Advent's CRM system (Salesforce).• Researching previous cases, internal & external documentation & the internet for solutions.• Testing suggested solutions to confirm their accuracy and suitability as a solution to resolve the client’s issues. • Using multiple non Advent products in testing such as SQL Server and SSRS. • Extensive testing to confirm software bugs before escalating.• Conducting training on client visits.• Meeting clients to discuss ways of improving the relationship between the client and support. • Writing up Escalations to be handed over to Product Development. • Conducting weekly calls with my global team to discuss various subjects such as case volumes & upcoming training.• Produce and deliver training to teams in different regions.• Create Knowledge-Based articles to educate employees and clients. • Create and review certifications for the global support team.• Creating VMware images for testing that are distributed to the team for use. • Liaising with multiple teams to gain an understanding of their products.

• Settlement of international currencies.• Responsible for agreeing on cash flows predominately Russian Ruble.• Break investigation.• Liaising with various departments & international clients.

• Supervisory position accountable for a team of up to 6 processors.• Responsible for the processing of major stocks such as UK Gilts.• Creating new processes and implementing them across the team.• Managing a project to clear aged transactions. • Working with Counterparties to develop stronger relationships.• Troubleshooting established processes to deliver a more efficient client service.

• Supervisory position accountable for a team of up to 10 processors.• Responsible for the processing of high net worth contractual clients. • Devise and implement new procedures considering risk management and targeting to meet departmental goals.• Monitoring of team statistics including KRI items.• Working with Unit Trust Managers to develop stronger relationships.• Participate in community events to position the bank as a leader within the community.

• Responsible for the dividend payments of a major client (Euroclear).• Effectively managing my own workload to ensure contractual services were met.• Election of dividend preferences on the client’s behalf to Registrars.• Reconciliation of shares and cash income.• Investigating and responding to client queries.• Producing and progressing training needs analysis of new employees.

• Cross-selling banking services and products to high net worth clients. • Answering general account enquiries.• Providing excellent client service.• Liaising with internal departments to meet client needs.• Regularly exceeding sales targets.