Carlos Tirado Email and Phone Number

Global Custody Account Opening for Clients such as BlackRock, Master Trust Bank of Japan, and Nomura Trust Bank

Acquired more responsibilities without change in title• Manage the monthly billing and collection process as well as the Visa and MasterCard quarterly Assessment reporting process• Prepare the billing invoices for over 2,000 financial institutions on a monthly basis as my primary function• Analyze billing fees to ensure the invoices are produced accurately• Manage and coordinate job responsibilities for a team of two 2 supervisors and 8 associates• Oversee that both the billing and Visa and MasterCard quarterly’s are balanced and reconciled• Ensure that my subordinates comply with SOX audits

• Manage the Visa and MasterCard quarterly Assessment reporting process• Perform partnership analysis for one of our important partners on a quarterly basis• Prepare quarterly filing according to Visa and MasterCard requirements• Maintain accurate records by client to support individual client filing, rebilling of assessment expense, and adjustment processing• Manage and coordinate job responsibilities for a team of two professional employees• Balance quarterly volumes to keys business activity source reports• Manage the completion of Assessment account reconciliation according to GAAP• Modify processes or source data as required to support changes made by Visa and MasterCard

• Manage a team of 8 employees who process client inquiries and database changes• Analyze sensitive changes that may have a financial impact to our company such as the annual percentage rates (APR)• Identify efficiencies in our day to day process• Maintain client contractual agreements by keeping errors to a minimum of 1%• Administration of performance appraisals, scheduling training sessions and counsel employees on job performance

• Supervised a team of 8 employees in a customer service phone environment• Analyze workflows to ensure individual work performance is accomplished• Maintained 24 to 48 hour standards for both phone and written client inquiries• Administration of performance appraisals, scheduling training sessions and counsel employees on job performance

• Provide analytical and statistical data to the management team on individual work performance• Trained new employees on the operation of the bank card system• Provide assistance to all new existing Customer Support Representatives• Assisted management with department standards by providing number of items completed within 24 to 48 hours and any items that exceeded 48 hours

• Responsible for corresponding with our clients with 24 to 48 hours on written client inquiries related to bank card questions• Trained new employees on the bank card system• Assisted management with department standards by providing number of items completed within 24 to 48 hours and any items that exceeded 48 hours• Promoted to Senior Customer Support Representative in October 1993

• Processed a variety of chargebacks based on Visa and MasterCard’s rules and regulations• Correspond to cardholder disputes within 48 hours• Maintained the departmental standard by processing 10 items an hour

• Processed new accounts, file changes, and address changes• Maintained department standards by processing 20 items an hour• Trained new employees on their assigned job duties• Verified new accounts, files changes and address changes for accuracy• Reported number of items processed on a daily basis• Processed and balanced monetary transactions