SUMMARY:

• International Business and Information Technology Professional with 11+ years of industry experience as a Settlement/Financial and Business Analyst in the financial sector with vast Customer Service/Global Services experience, as well. Possess the ability to work as a liaison between various groups, create business and functional user requirements, conduct and manage testing and assist in conversational translation (via Spanish - English) for other departments and clients, and mentor others within the group.
• Have the ability to multi-task and maintain a high level of communication - both verbal and written

TECHNICAL SKILLS:

Operating Systems: Windows (NT, Vista) AS400

Database: MS Access

Tools: Visio, Rational ClearQuest, Mercury Quality Center, Oracle Financials, Lotus Notes, Outlook, MS Office (Word, Excel, PowerPoint), Concur, SAP, Outlook, ELMS.

PROFESSIONAL EXPERIENCE:

Confidential

RD Help Desk Specialist

• Provided first and second-level contact and problem resolution for all users with software and applications problems.
• Resolved as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Quickly responded to clients’ needs, questions, and concerns.
• Used advanced troubleshooting skills.
• Provided accurate and timely logging of problems and resolution for problems in ELMS, a ticketing system.
• Escalated problems as appropriate following Rural Development procedures.
• Developed, operated, maintained and executed detail operations and escalating procedures in conjunction with the government staff.
• Identified weaknesses and potential issues and developed enhancements to improve help desk operations.
• Obtained and convey concise problem information for external and internal service personnel.
• Acted as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.

Confidential

Accounting Consultant

• Audited their accounting operations.
• Re-enter invoices, A/P and A/R.
• Performed bank reconciliation.
• Created procedures and controls to ensure compliance.
• Recommended bi-weekly staff meetings to address problem areas.
• Recommended customer payment methods to ensure collections.
• Created a Budget using excel.

Confidential, St Louis, MO

Tax Preparer

• Quickly responded to clients’ needs, questions, and concerns.
• Provided excellent customer service.
• Provided efficient office support and precise tax preparation.
• Addressed new tax laws and legislation to ensure tax preparation accuracy.
• Played an integral role in assisting clients with federal and state issues, including tax return amendments, IRS errors, and installment payment plans.

Confidential, St Louis, MO

Business Analyst

• Responsible for the configuration and implementation of a new travel expense reporting software system ( Confidential and Seminis Concur Expense System) in Latin America and Europe.
• Performed Integration Testing, User Acceptance Testing and Compatibility Testing in Concur for various Latin American countries and Europe.
• Verified the SAP entries from Postings of Concur Expense System Reports.
• Assisted in the onsite training of the Concur System for the Brazil office.
• Maintained communication with the country leads on system configuration issues as well the Corporate Controller policies.
• Responsible for the Onsite training for the Chile and Peru offices, in Spanish.
• Responsible for the back office Onsite training for the UK, Germany, Netherlands, Hungary and Poland.
• Lead communication with MasterCard Chile in order to obtain information on Bank Transaction files, formats and processing protocols.
• Customized Concur to system specifications requested by country need. Gathered requirements and acted as liaison between Finance and IT to implement the changes.
• Identified local business owners who will be responsible to complete sections of the implementation
• Gathered business requirements
• Communicated project plan and progress to Team Members in country, Regional Coordinated and the Global Implementation Team.
• Documented and define valid expense types, amount thresholds and mileage thresholds
• Translated training material and all site text into local language.
• Liaised with local Finance to determine DOA, approving managers, manager’s position within SAP and amounts for DOA for settlement of expense reports

Environment: Bi-lingual environment, SAP, Concur.

Confidential, O'Fallon, MO

Treasury Settlement Operations Analyst

• Performed User Acceptance Testing of test cases and requirements for the SAM (Settlement Account Management) System while tracking defects and issues using Mercury Quality Center and Rational ClearQuest.
• Responsible for updating and writing new procedures and settlement manual during enterprise releases.
• Co-authored business and user (functional) requirements. Reviewed and critiqued peer documentation, developed and participated in the review and gathering of business and functional requirements across teams from Subject Matter Experts.
• Led and participated in test phase review meetings, wrote and reviewed project test plans and provided guidance and support to testers with analysis, interpretation, and execution.
• Conducted, coordinated and participated in cross-team collaborations with external members and internal partners to discuss solutions and system enhancements.
• Supported settlement operations for all services cut-offs.
• Performed and approved electronic payments via ACH, FTPC, and Chase Access.
• Performed advisement message via SWIFT.
• Assisted with the foreign exchange rate setting and processed foreign exchange trades for all settlement transactions using FX All and Oracle Financials.
• Provided support to other functions within the department on an ad-hoc basis.
• Reviewed and preformed Net Settlement Agreement profile maintenance.
• Responded to challenging settlement inquiries, e-mail, and help desk questions related to settlement and bank activity.
• Provided analytical support when required.
• Trained and supervised new employees on all systems functionalities.
• Managed Contingency exercises for business failover and continuation.

Environment: Mercury Quality Center, User Acceptance Testing, Rational ClearQuest, Oracle Financials, ACH, FTPC, Chase Access, SWIFT, FX All, Ad-Hoc Reporting

Environment: Financials, ACH

Confidential, St. Louis, MO

Import/Export Customer Sales Support Representative

• Developed pricing strategies by quoting export shipment costs to clients.
• Administered the importation and exportation on goods via documentation, logistics and proper planning.
• Negotiated rates with shipping lines, truckers and rails in order to better serve the customer.
• Contacted overseas agents to obtain current information on export restrictions.
• Arranged shipping details such as import licenses, customs declarations, packing, shipping, and routing the product.
• Expedited import arrangements and maintained current information on import tariffs, licenses and restrictions.
• Translated documents (English/Spanish) and assisted in conversational translation for other departments and clients.
• Submitted ACH payments to Customs through the use of an AS400 terminal.

Environment: Bi-lingual environment, ACH, AS400

Confidential, St. Louis, MO

Global Service Representative

• Acted as solution provider and phone liaison between member banks and cardholder clients on a wide range of problems and critical needs.
• Provided "Lost and Stolen" services through immediate turnaround of emergency replacement cards.
• Answered general inquiries and cardholder concerns with 95% 1st-time success rate.
• Trained and mentored new employees.
• Communicated with financial institutions to resolve client needs.
• Maintained contact with Latin American financial institutions in order to serve Spanish-speaking members as well as domestic cardholders traveling overseas.
• Maintained a database of calls and solutions and generated cutting-edge reports for management on call statistics, metrics and results.

Environment: Financials, Bi-lingual