-Followed a self-teaching model to learn client facing solutions in order to teach back, certify and deliver training to clients onsite/online and for internal partners for ongoing customer support for the lifecycle of the product-Developed training material/framework for ad hoc sessions for content/concepts of a client’s choosing and tie back to the management of general investing or retirement accounts -Monitored application rollouts for course and material updates as a result of regulation changes (either from FINRA, SEC or the Department of Labor) -Tested UI prior to training material development, reported back an usability issues and provided UI update recommendations-Identified areas for improvement within our department to reduce rework and improve the accuracy of our materials and what was taught to clients via DMAIC, Six Sigma practices such as process mapping

-Identified and managed opportunities for improvement throughout the organization-Identified client and internal processes lacking efficiency -Targeted not in good order rates (accuracy) & service levels (timeliness), application response times and technology resiliency -Quantified/validated cost savings-Leveraged application monitoring tools to help pinpoint areas for improvement (such as coding updates-Met with clients to discuss opportunities or issues they experience to create formidable action plans to help drive change within their own organization to help reduce rework

-Focus on service level management and project management-Provided metric data supporting availability of front end technology solutions (desktop/mobile)-Authoring and maintenance of business requirements for automated test scripts of User Interface (UI) and HTML-based products. -Quality assurance of data collection efforts to ensure accuracy of data reported. -Used SharePoint and MyShare to aide in a more collaborative efforts amongst team members for increased productivity and added transparency -Chaired meetings regarding various topics including training on application monitoring tools used for availability data collection and reporting, system access/entitlement issues, project prioritization, general service level agreement inquiries-SME on our managed investment business, which led to meeting with a platinum client to train and provide onsite support for a conversion bringing over $42 billion in assets.

-Working with multiple interfaces and applications to effectively reconcile positions held by one or multiple accounts. -Used new terms and conditions provided by the issuing company -Implemented new techniques to efficiently handle multiple entries into the department’s backend systems which in turn drives data posted on a client facing interface for realized and unrealized gains/losses data which drove IRS Tax Form 1099 output, used for client tax returns and aid in up to date trade decision making, meaning, advisors/end clients rely on up-to-date and accurate information to dispose of a security to possibly offset a loss or gain.-Created a process to produce and analyze team performance which reduced the effort of work from eight team members to one-Created and delivered training material to associates locate in India in order to distribute reconciliation tasks appropriately which led more customer accounts being updated with less delay

-Restricted physical securities, requiring communication with transfer agents nationwide after submission of physical stock certificates which were accompanied with re-registration instructions for new certificate -Introduced electronic tracking capability to assist in eliminating paper trails in order for more efficient data retrieval in response to Pershing’s IBD and Credit Committee inquiries/requirements-Established connection between this primary database and confirmation letters to align with the SEC’s regulation in obtaining written confirmation of a physical security status submitted to third parties

-Assisted with the movement of assets (inclusive of mutual funds, fixed income securities or common/preferred stock) being transferred into Pershing from other firms-Conveyed issues that may cause delays in the transfer of assets that could in turn cause a delay in necessary transactions or trades -Used NetX360® which is a proprietary online brokerage platform designed for the investment professional. This system allows investment professionals to review account information; place orders; get quotes, news, and research; and seamlessly access a variety of industry-leading content in an intuitive, point-and-click environment. -Used in conjunction with other data sources to provide feedback to Pershing's broker dealers and delivering firm's requesting additional information to better assist in a timelier manner for asset delivery of all incoming asset requests

-Emphasis on serving healthcare clients, mainly hospitals, stand alone imaging centers, home health agencies and physician offices using software implemented by Avatar Solutions-Continuous support via phone, internet and onsite for each client/health system in the area of continuous quality improvement to help enhance the healthcare setting for patients throughout the United States-Communications dealt directly at a senior team level (CEOs, COOs, CFOs and CNOs) to communicate results from data collection devices and to help drive actual improvement within the hospital or other offsite healthcare settings-Handled all phases of interaction were vendor conversions, implementation, onsite training support and continuous support throughout the life of each health system or facility-based contract-Developed scripts and techniques for clients to assist in enhanced provider-to-patient communication-Provided onsite training of our internet-based product to transform the application/data into action for process-overhaul or minor modifications to better improve patient understanding of healthcare providers and processes-Direct communication with healthcare IT/IS-based professionals to assist in streamlining of patient medical record data submissions to enhance survey/reporting to obtain more specific results from patients regarding specific products/services rendered by the patient or clinically relevant data/diagnosis-Troubleshooting online reporting including defects-Research & facilitated client-based networking to encourage for best practice sharing