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Professional Summary
Seasoned management professional with demonstrated passion for meeting and exceeding customer and employee expectations while providing effective leadership in all aspects of the job. Excels at increasing morale and motivation while fostering a positive and enthusiastic work environment.
  • Management of Material Resources
  • Management of Personnel Resources
  • Operations management
  • Operational assessments
  • Workflow analysis
  • Complex Problem Solving & Critical Thinking
Work History
Operations Analyst, 01/2017 to 09/2017
PNC BankPittsburgh, PA
  • Executes routine and complex transactions/processes utilizing standard procedures. May have specific responsibility for one or multiple specialized products or functional areas.
  • Processes and/or reconciles routine and complex transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and may resolve escalated items. Partners internally with service partners to route calls, documents or other action items to complete transactions. May interact with external customers to complete transactions.
  • Ensures the appropriate materials, documentation and capacity are available to complete transactions. Confirms equipment is operational, if applicable.
  • Provides responses and documentation to inquiries and ad hoc requests for one or multiple specialized products. Provides feedback on workflow and work received. May participate in and serve as a subject matter resource for process improvement projects. May assist in training and on-boarding of new hires.
  • Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. May review reports to identify exceptions, monitor quality and ensure compliance. May participate in risk mitigation activities.
Benefits Consultant, 09/2016 to 12/2016
Key Personnel ServicesPittsburgh, PA
Responsible for building and maintaining effective relationships with various customers by efficiently responding to inquiries and enrolling employees into their healthcare benefits.Primary point of contact for customer communication and resolution of service related issues.Provided first call resolution while meeting or exceeding all Key Performance Indicator (KPI) metrics.
Manager, Technical Operations, 01/2013 to 09/2015
Time Warner CableManhattan, NY
Day to day management of 140 Field Technicians, 10 Field Foremen servicing 300K subscribers.Successfully diminished 40 year cultural divide between management and union represented workforce.Established a foundation for a performance driven culture with an emphasis on delivering exceptional customer experiences.Drove problem solving by root cause, needs and GAP analysis of technical and process related issues.
  • Reduced days out to complete service calls from 9.0 to 2.0.
  • Introduced a standard for Field Foreman expectations that was adopted throughout the Time Warner New York City footprint.Streamlined customer provisioned equipment check in/ check out process for Field Technicians that supported an increase of on time service calls from 89% to 97% average.Increased customer satisfaction scores from 90% to hovering at 96% monthly average by employing Adult Learning theories and retention techniques.Implemented advanced services, products, and processes such as Enhanced DVR and Intelligent Home security.
    Supervisor, Technical Operations, 11/2007 to 01/2013
    Time Warner CableLos Angeles, CA
    Direct supervision of 12-15 Field Technicians ensuring Best in class Cable TV, Internet and Digital Phone installation and repair services to 37K subscribers.Supported a culture of employee empowerment, open communication, Employees First and Customers Always.Successfully delivered Key Performance Indicator metrics of 99% On Time service guarantee, 90% quality assurance and 95% customer satisfaction.Established and maintained interdepartmental and ancillary Customer Care and Operations team relationships to provide 360 degree customer support, resolutions and satisfaction.
    Supervisor, Customer Care, 02/2007 to 11/2007
    Time Warner CableLos Angeles, CA
    Supervised 15-18 Customer Care Representatives in day to day telephone sales and troubleshooting of all Time Warner Cable products and services.Developed sales oriented objectives and performance metrics by reviewing sales trends, Average Handle Time and customer feedback.Monitored telephone calls, reviewed quality assurance data to improve productivity and related service levels.Trained, coached, and rewarded Customer Care Representatives on various division marketing campaigns to achieve projected sales goals.
    Bachelor of Science: Political Science, 2000
    Lincoln University PA - Lincoln, PA
    This resume is created in 7 minutes.
    Experienced tech professional with background in financial analysis, product management and operations, looking to join a growing venture investment group as an analyst or associate 
    • Project Management
    • Product Development
    • Compliance & Controls 
    • Reporting & Analysis 
    • Systems & Project Management Tools 
    • Creative problem solver 
    • A go-to advisor for entrepreneurs 
    • Passionate about innovation and making a difference
    • Self-directed and highly motivated 
    Operations Analyst / Product Development - Payment Rails
    December 2016 to Current
    Cross River Bank Fort Lee, New Jersey
    Cross River Bank is a venture-backed financial services company that provides products and services to large fintech organizations. Services include Marketplace Lending, Instant Disbursements, Bill Pay and more. My accomplishments are below. 
    • Create and implement project plans for purposes of new product/feature development 
    • Lead key operations projects across multiple internal departments to ensure strategic partnerships with MasterCard, Visa, STAR, NYCE and other key partners are appropriately executed. 
    • Conduct operational oversight to ensure compliance and risk assessment for each company product and partner platform are addressed
    • Work closely with the engineering team in automating certain operational tasks across the company 
    • Analyze business performance results 
    Operations Analyst - Marketplace Lending
    May 2015 to December 2016
    Cross River Bank
    • Planned and helped execute a build out of new product feature for the Marketplace Lending platform
    • Facilitate lending process for mid to large size clients
    • Worked alongside the Compliance team to ensure partners/vendors adhere to regulations
    • Collaborated with the engineering team to create automation of workflows within the system (fundings, sales, reconciliation)
    Education and Training
    Bachelor of Science : Finance, 2015 Touro College Brooklyn, NY, USA
    Overall GPA: 3.82
    Academic Achievement Awards:
    • Recipient of Tour's Academic Scholarship
    • Award for Scholarly Achievement and Excellence in Interdisciplinary Studies
    • Dean's List

    Who's Who Among Students in American Universities and Colleges

    Degree in Intensive Talmudic Studies, 2014 Chaim Berlin Rabbinical College Brooklyn, NY, USA
    Activities and Honors
    Volunteer, Bikur Cholim Hospital, Jerusalem, Israel; Shadow, Maimonides Hospital, Brooklyn, NY
    This resume is created in 7 minutes.
    Professional Summary
    Proven record of advancement within organizations, diligent, detail oriented team player.  Excel at multi-tasking in a fast-paced environment, complete projects within  a timely manner and budgets constraints. Qualified professional in the Fashion Industry with over 15 years experience.  Background in Sales, Customer Service, Production, Operations, and EDI.  Driven to exceed sales goals and build long term relationships with customers.  Enthusiastic business partner and resourceful problem solver.
    Fluent in Spanish
    • Exceptional communication skills
    • Quick learner
    • Training development aptitude
    • Shipping and receiving professional
    • Sales support
    • Strong client relations
    • Strategic sales knowledge
    • MS Windows proficient
    • Creative problem solver
    • Trusted key holder
    Work History
    Sales Operations Analyst Hunter Boot Ltd - New York, NY 10/2014 - Current
    • Process EDI orders.
    • Work with QRS intergrade.
    • Ensure we remain compliant with routing guides for major department stores.
    • Work with production on tracking arrival schedules.
    • Maintain deadlines for factory buys by season.
    • Process RA's, Credit memos, help resolve chargebacks.
    • Quarterly reconciliation of inventory vs. allocations for all channels.
    • Communicate with vendors regarding back order availability, liabilities, future inventory and special orders.
    • Provide an elevated customer experience to generate a loyal clientèle.
    • Effectively communicate with and support sales, marketing and administrative teams on a daily basis.

    Customer Service Manager Levis Footwear/Togast LLC - New York, NY 03/2012 - 08/2013
    • Made recommendations to drive businesses on key categories with analysis from various reports.
    • Spearheaded all customer service related issues during departmental sales meetings.
    • Managed business with over $60 million in annual sales for Federated, Genesco, Zappos.com, and Burlington.
    • Analyzed charts, open orders, production schedules, and various reports to determine production estimates.
    • Recommend and implement process improving customer service policies and procedures.
    • Hire, manage, train, mentor and develop the customer service team.
    • Reviewed open pick-tickets and follow up with warehouse to ensure that orders are shipped and routed promptly.
    • Reported and worked collaboratively with Senior Vice President to drive revenue growth with new and existing accounts.
    • Communicated with sales team and warehouse on daily basis.


    Customer Service Manager/Logistics/Operations Pure Lime USA LTD - Lawrence, NY 10/2008 - 12/2011
    • Placed factory buys with Denmark for Tennis Apparel, Active Wear, and Lingerie.
    • Monitored deliverables with freight forwarders.
    • Planned and bought replenishment inventory based on sales and projections.
    • Liaised with warehouse and visited periodically.
    • Fulfilled order minimums, maintained delivery dates, and monitored availability for key items.
    • Attended all tradeshows; write up customer orders, present line and sales opportunities to customers.
    • Allocated inventory to priority accounts.
    • Implemented new policies and procedures to ensure productivity and prevent liabilities.

    Assistant Planner/Ecommerce Bed Bath & Beyond Procurement Co., Inc - Farmingdale, NY 11/2007 - 09/2008
    • Highlighted and made appropriate recommendations to WOS and vendor out-of-stock issues.
    • Ensured in-stock position and took action to maximize and drive key item sales.
    • Executed weekly ordering by SKU and maintained WOS based on sales and trends.
    • Worked with Planning, Photography, Copy and Warehouse teams to ensure timely placement on the website.
    • Partnered with Buyer to develop and execute a strategy for assortments.
    • Worked with planners on projections and communicated changes in strategy to appropriate groups.
    • Identified business trends and seasonality; adjusted order strategy to support the business change.

    Account Manager/Production Associate TED BAKER FOOTWEAR, LACOSTE FOOTWEAR AND ELLESSE APPARELL PENTLAND U.S.A. INC 01/2005 - 10/2007
    • Assisted sales team in writing orders and worked closely with accounts on their replenishment.
    • Managed major department stores and 2nd tier business such as Federated, Saks, Parisians, Belk's and DSW.
    • Confirmed samples; created line sheets, catalogs and salesmen reports for sales meeting.
    • Partnered with senior management to develop departmental strategy and business objectives.
    • Evaluated selling periods and inventory levels; identified areas of opportunity, growth, and liabilities.
    • Placed seasonal buys with factories and communicated with freight forwarders on incoming shipments.
    • Style set-ups by season and placed seasonal buys with overseas factories.

    Inventory Coordinator STEVE MADDEN LTD - LONG ISLAND CITY, NY 08/2001 - 12/2004
    • Coordinated daily order input, EDI transmissions, price verification and inventory.
    • Involved in planning and purchase of inventory based on customer needs and sales.
    • Supported sales team, VP of sales, and customer service department.
    • Provided administrative support for trade shows and showroom.
    • Allocated and prioritized inventory to all accounts and oversaw delivery of goods in a timely fashion.
    • Liaised with production and overseas business/Asia agents.
    • Identified potential inventory liabilities and took appropriate actions to ensure accuracy.
    • Collaborated with Account Executives in analyzing Customer's buy plans/flow.
    Bachelor of Science: Organizational Management Nyack College - Nyack, NY

    Associate of Science: Informational Sciences Plaza College - Jackson Heights, NY

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    Dedicated and versatile Business Analyst with expertise in operational efficiency, project management and financial planning and analysis in the investment management industry. Highly results oriented, recognized for strategic problem solving, streamlining operations and driving business process improvement.
    01/2015 to 12/2016
    Controller & Operations Analyst Office of the CEO
    • Financial controller for $200M+ budget; responsible for managing the department's $200M budget, owning the design, implementation & enforcement of all financial processes & policies.
    • Managed the department's annual planning & budgeting process; supervised budget construction to ensure accurate prediction of expenses and timing of costs, conducted cost-benefit analysis of all proposed projects and utilized findings to present financial recommendations to the CEOs.
    • Successfully implemented the redesign of the 150+ employee department, meeting the demands of senior management & delivering the required functionality in a high-expectation, high-change & complex organization.
    01/2014 to 12/2014
    Business Analyst
    • Designed & managed the first annual planning and budgeting process for the Core Management department, enforcing defined commitments, establishing reporting standards, and ultimately enabling senior management to effectively prioritize the budget.
    • Conducted a comprehensive audit & analysis of the department financials to uncover issues and deliver solutions such as increased accuracy & quality of forecasts, auditable accrual methodologies & standardized purchasing procedures.
    • Directed the build out and renovation of financial management standards, responsibilities and machines, resulting in quality financial controls, efficient business processes, reduced key man risk, and decreased operating expenses.
    • Drove adoption & evangelized the Workday platform; acted as the liaison & user representative for the Core Management department.
    • Identified, trained & onboarded all essential personnel to perform in Core Management's central service & financial roles utilizing the Workday platform Operations Lead, Management Program.
    07/2013 to 12/2013
    • Built the infrastructure to streamline day to day operations of the Management Program.
    • Developed a project management tool to ensure the efficiency & effectiveness of team performance, ensure consistent alignment on rapidly evolving goals and facilitate the prioritization & management of multiple work streams.
    • Established financial management standards & processes for the team and related counterparts; educated team manager on how to effectively manage the budget and built myself out of the role, reducing overall operating expenses.
    12/2011 to 06/2013
    Financial Analyst & Operations Associate
    • Developed new processes streamlined business operations for systematic financial analysis, resulting in decreased operational costs, streamlined expense tracking, and improved financial controls.
    • Project managed the annual business planning process & employee performance review process.
    • Managed all aspects of the team budget including accounting processes, spend approvals, expense tracking, financial analysis and financial reporting.
    • Conducted due diligence of external supplier contracts & identified restructuring opportunities to lean out operational costs; reopened negotiations and successfully rationalized the contracts in question.
    01/2010 to 01/2016
    Education and Training