CYNTHIA L. BESANA

Work History

InvestCloud

01.2008 - Current

Manage and lead various Customer Operations teams, overseeing daily operations and supervising up to 15 support staff members.
Provide frequent assistance to team members in resolving client inquiries, ensuring high levels of client satisfaction.
Facilitate during onboarding process for new team members, guiding them through Customer Operations processes and procedures to ensure smooth acclimation.
Enhanced client satisfaction by resolving escalated issues promptly and effectively.
Guide team toward heightened productivity and enhanced engagement.
Successfully manage and execute multiple tasks within designated timeframes.
Achieved consistent annual client satisfaction rates of 98% or higher while effectively leading and managing team.
Mediate staff conflicts, demonstrating active listening skills and effectively identifying suitable resolutions.
Cross-train existing staff to enhance team agility and performance, resulting in increased productivity and skill diversification.
Enhanced team performance through daily activity monitoring and effective mentoring.
Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions

09.2006 - 01.2008

Led Trading Group in daily operational functions, including supervision of four team analysts
Assisted all team analysts on resolving client requests in timely manner
Assisted in acclimation of new team members into Trading Group processes and procedures
Acted as primary Trading Group liaison responsible for addressing escalated client issues
Assisted Trading Team Manager with new hire process for group.

04.2006 - 09.2006

Analyzed business and client needs on requested system enhancements
Managed all aspects of CSRs from need for enhancements to providing bid and researching functions needed for development
Assisted all Client Services groups including Expert, Performance, and Trading group on day-to-day as well as project requests.

05.2004 - 04.2006

Provided day-to-day support to Money Managers, Broker Dealers and Institutional clients using InvestCloud's Trading Tools
Managed queue of tickets as well as client phone calls varying from simple requests to projects
Supported client requests for service and resolutions to system issues, introduced via telephone or Client Request Management System (CRMS)
Managed and maintained successful resolution for client request as well as continued client relationship
Monitored telephone, CRMS, and email queues
Provided quality responses and alternative solutions for client requests/issues
Acted as liaison with internal groups, to facilitate resolution of client requests
Created CSRs to facilitate new system functions/reports or changes to existing functions/reports
Wrote informational documentation to track new processes or procedures as needed
Alerted relationship managers and management team of sensitive issues.

Lord, Abbett & Company, LLC

09.2003 - 05.2004

Ensured accurate account information of newly opened accounts via InvestCloud's APL System versus account detail received from sponsor firms
Initiated and monitored preliminary stages of investment process for newly opened accounts
Ensured accounts maintained within investment strategy of Fixed Income/Convertibles Model
Tracked and validated portfolio value changes in all accounts invested in Fixed Income/Convertibles Model
Verified previous day transactions; contributions, withdrawals and executed trades
Reconciled account holdings and cash balances via InvestCloud's APL System versus sponsor firm reports
Executed all terminations and liquidations as per sponsor firms’ request.

UBS

05.2002 - 09.2003

Team Administrator of Merrill Lynch, Smith Barney, Paine Webber, and Morgan Stanley new accounts
Ensured proper documentation of all required account information essential for account maintenance
Acted as sole terminations liaison between sponsor firms and Lord, Abbett & Co
Primary administrator of all termination requests
Maintained daily record keeping of all terminated accounts and loss valuations needed to monitor performance
Updated account status via InvestCloud's APL System to reflect termination type and to restrict any purchase and/or sale transactions executed in account.