Oversee day-to-day investor services, accounting and reporting for private equity and real estate funds in accordance with the firm’s AML/KYC policies and procedures, US GAAP, client preferences and best practicesParticipates in regular technology and information reviews, identifies potential enhancements, and recommends alternatives for implementationParticipate in team projects, assignments, and team responsibilities such as continual process improvement and strengthening of business controlsAssist Client Services team members with document preparation and onboarding of investors, including review and processing required documentationsInteracts with clients on day-to-day matters as well as on ad-hoc inquiries

Regularly conduct web-based sessions for client check-ins, ongoing customized training, and quarterly business reviews (QBRs).Accountable for overall client satisfaction and renewal/retention measured through NPS and CSAT OKRs.Generate reporting based on client activity and usage to identify growth opportunities.Audited SOPs for internal Operations and Support teams regarding strategic clients processes.Provide data aggregation consultations through client on-site visits to review business use cases.Coordinate with internal Sales and Marketing teams for marketing campaigns and identify potential churn.Provide valuable feedback and insight to internal development, product, and engineering teams for enhancement advocacy.

Managed post-implementation transition to support channels including recording end-user feedback, integrating additional business needs through custom workflows and reviewing data integrity.Coordinated across internal sales, product, and client service teams to initiate client projects, scope client-specific custom reports, and track development of feature requests.Reviewed client configurations to streamline business operations, identify areas of improvement, and reinforce product integration within client operations.Served as project manager for minor client implementations to help meet project deadlines.Monitored daily server status and escalated any critical issues to senior management for urgent resolution.Oversaw Zendesk support by responding to all inquiries within 24-hours, troubleshooting 80% of tickets for resolution within 48-hours, and researching complex issues to report as product bugs.

Liaised as primary point of contact for 30+ investment manager firms. Researched investment manager inquiries concerning trade and wire settlements, income distributions, daily accounting, and cash reconciliations.Directed internal processing teams to ensure transaction accuracy and settlement with daily domestic and international market deadlines.Consistently cleared more than 85% of outstanding cash breaks over 20 days aged and recorded details within daily auditing reports.Authored weekly trade exception reports detailing internal processing issues, identifying liable parties, and confirmed steps for resolution with senior management.Maintained accurate client documentation to mitigate risk of liability and uphold compliance with federal regulations.

Operated within high priority transaction queues and researched aged inquiries to prevent profit loss and meet company processing goals.Repaired electronically submitted equity and fixed income trades to ensure that accounting and custody records were accurately represented.Supervised APAC trade operations through three daily control checkpoints utilizing macro reporting to confirm settlement in regional trade queue.Ran daily reports to process time sensitive transactions, verify outgoing wire transactions, and prevent duplicate bookings.

Office Assistant at Student Activities and InvolvementAssisted student groups with planning events at university spaces under office specified rules and requirements.Actively promoted various social, cultural, professional, and academic events across campus through social media and the university student event sites.

Resident Assistant (RA) for John Adams Residential TowerProvided educational, paraprofessional, and wellness counseling for residence hall.Enforced university residential policies to ensure communal safety and to protect university property.Coordinated campus security and emergency services in cases of resident incidents or security crises.