- Define the overall technical vision for customer software solutions- Document and share best practice knowledge for new solutions- REST interface design- Work closely with project managers to monitor project budgets and scope during software implementation- Manage customer relationships during software implementation phase

- Provide project lifecycle leadership across operations and technical teams: communicate technical requirements, create timelines, summarize accomplishments - Planned, scheduled and executed new collections process- Lead several client communication efforts: articulate goals/scope, gather data, carry out communication plan- Perform vendor cost analysis; negotiate rates/contracts with vendors- Manage 1099-K issuance: check customer tax information with IRS records, communicate with 1099-K mailing vendor, answer customer inquiries regarding 1099-K

Wholesale Customer Experience Management- Assist with planning and organizing customer service data projects- Create/update technical documentation to assist with project management- Develop pilot program as well as provide QA and support for customer service tool under development- Coordinate business continuity plan for customer service data team

* Handled inquiries from clients (loan officers and IT professionals at commercial banks) regarding Moody's RiskAnalyst and Financial Analyst software packages, including installation, troubleshooting, general system questions and connectivity problems* Utilized Salesforce CRM tool to record client inquiries and frequently asked questions, helped to maintain Salesforce records* Trained new RiskAnalyst users on how to enter clients' financial data, print reports, and use other features in RiskAnalyst* Support RiskAnalyst sales team; explained features of new templates and upgrades to clients and acted as a liaison between the sales team and client* Assisted in managing international client support line coverage

• Handled inquiries from clients (traders, partners, technology officers, operations managers) regarding BlackRock Solutions Aladdin system, including questions on how to use the system, troubleshooting, and data change requests• Managed incoming client request queue and delegated to analyst team; trained analysts on troubleshooting common market data discrepancies• Became the point person for market data changes and disputes, acted as liaison between client and data integrity team to resolve issues• Managed and completed several projects contributing to web-based client query portal; coordinated testing for new software releases

• Monitored firm’s US treasury collateral positions and customer requirements daily, pledged collateral to customer accounts based on market conditions, assisted traders with short inventory coverage• Allocated mortgage/corporate inventory to institutional triparty clients, acted as liaison between custodian bank, traders and sales groups to ensure trade details match, reported inventory levels and activity to trading desk• Managed several projects, including presentations and updating written procedures for training/BCP purposes• Coordinated and updated business continuity plan for funding team, tested workstations at alternate sites and assisted in setting up home access for team members• Reconciled trading positions, collateral pledges/receipts, and general ledger account balances; researched and resolved breaks• Ensured US treasury trade settlement at custodian bank and reported short inventory positions to funding group and trading desk to prevent failing trades to institutional clients• Resolved discrepancies between Goldman and counterparty instructions by liaising with sales assistants and custodian; assisted with resolving general ledger breaks • Participated in business continuity/disaster recovery training seminar in London, performed quarterly BCP tests

• Completed daily cash reconciliation of CDO accounts and reported cash positions to loan trading unit• Coordinated loan trade settlement and funding with agent banks, legal council, and loan trading unit• Generated new procedure manuals and checklists for bank loan team to improve training and controls• Performed monthly and quarterly asset and investment report audit for institutional clients• Completed client service representatives’ requests for account information; maintained client information database

Assisted with accounts payable/receivable, sales reports, and employee expense reports