Summary
Overview
Work History
Education
Skills
Certification
Timeline
References
Generic

Mathew John

Warminster,PA

Summary

Operations associate with several years of experience in logistics management and financial services. Proven track record in training teams and solving complex problems while maintaining strong communication. Recognized for exceptional time management and task prioritization skills. Prepared to take on new challenges in a dynamic, fast-paced environment and eager to contribute to a dynamic team in a management or training role to support organizational goals.

Overview

19
19
years of professional experience
1
1
Certificate

Work History

Team Lead, Trainer (Internal and External)

Albridge Solutions / Pershing X (BNY)
Pennington, NJ
09.2020 - 12.2025
  • Led training team for internal and external programs, ensuring alignment with organizational goals.
  • Designed, scheduled and hosted bi-weekly external training sessions that were actively attended and received consistent positive feedback and high survey review scores.
  • Developed a curriculum for new hire trainings and trained 20 Client Services associates.
  • Provided continuing education to the Client Services team and lead sessions that I created to cultivate and strengthen skills and promote best practices.
  • Actively monitored the service levels for the Client Services team and helped the team achieve over 95% services levels for over 5 consecutive years while maintaining and being recognized for high quality standards.
  • Coordinated with Client Services team to manage case loads and served as relationship manager for key clients, supporting delivery on KPIs and strengthening strategic relationships.
  • Conducted monthly sampling and scoring of calls taken and cases worked on by the Client Services team and provided unbiased analysis and feedback.
  • Served as the primary liaison for supervisor callback requests, consistently ensuring transparent communication to uphold outstanding service standards.

Senior Client Operations Associate

Albridge Solutions / Pershing X (BNY)
Pennington, NJ
02.2010 - 12.2025
  • Delivered comprehensive customer support for investment portfolios to advisors at broker dealers and RIAs, addressing all aspects of Albridge Wealth Reporting and Wove Reporting platforms.
  • Managed daily case creation and oversight, collaborating with internal data teams and cross-functional departments to facilitate escalations with management.
  • Researched and resolved reporting issues in performance reporting, data reconciliation, file management, data transmission, and coding.

Credit Analyst II, Credit Acquisition

Bank of America
Newark, NJ
02.2009 - 10.2009
  • Executed judgmental decisions on new credit card applications for new and existing BAC customers, ensuring compliance with credit policies.
  • Adhered to BAC and Federal procedures to ensure quality approvals on applications and assign appropriate credit lines while evaluating personal credit reports.
  • Assessed risk and exposure to the bank in evaluating secured and unsecured loans, contributing to informed lending decisions.

Senior Credit Analyst, Best Customer Advocate, Continuing Educator

Bank of America
Newark, NJ
09.2006 - 02.2009
  • Used lending authority to assess risk and maximize profitability on accounts by making accurate judgmental decisions on credit lines and appropriate pricing.
  • Strengthened most profitable customer relationships by promoting increased retail usage and cross-selling secured and unsecured products.
  • Delivered world-class customer service focused on customer delight, ensuring quality and achieving one-call resolution for account adjustments.
  • Educated customer marketing team at Newark site for 6 months, teaching 12 classes on updated bank policies and procedures.
  • Conducted presentations for new hires, addressing inquiries from senior-level associates to enhance understanding.
  • Facilitated the testing of required regulatory compliance principals for all of customer marketing.

Education

Bachelor of Science - Computer Science

Pennsylvania State University
University Park, PA
06-2001

Associate of Science - Information Sciences And Statistical Analysis

Pennsylvania State University
University Park, PA
06-2001

Skills

  • Data analysis and reconciliation
  • Customer relationship management software
  • Website development
  • Microsoft Office applications
  • Virtual meeting platforms
  • Staff training and development

Certification

Six Sigma - Yellow Belt

Timeline

Team Lead, Trainer (Internal and External)

Albridge Solutions / Pershing X (BNY)
09.2020 - 12.2025

Senior Client Operations Associate

Albridge Solutions / Pershing X (BNY)
02.2010 - 12.2025

Credit Analyst II, Credit Acquisition

Bank of America
02.2009 - 10.2009

Senior Credit Analyst, Best Customer Advocate, Continuing Educator

Bank of America
09.2006 - 02.2009

Bachelor of Science - Computer Science

Pennsylvania State University

Associate of Science - Information Sciences And Statistical Analysis

Pennsylvania State University

References

Available and can be furnished upon request.
Mathew John