NICHOLO G. OGOY
Elk Grove,USA
Summary
Dynamic professional seeking a position that offers opportunities for advancement while leveraging a robust foundation of knowledge and experience. Proven ability to excel in fast-paced environments, demonstrating a strong commitment to continuous learning and growth. Eager to apply skills in a collaborative setting, driving success and fostering innovation within the organization. Passionate about achieving results and making a meaningful impact in the workplace, with a focus on contributing to overall team objectives and organizational goals.
Overview
28
28
years of professional experience
Work History
Financial Services Account Associate Senior
Fidelity Information Services Inc
02.2022 - Current
- Provided customer service via inbound calls for mutual fund products; assisted in training.
Senior Client Representative
Franklin Templeton Investor Services
04.2019 - 01.2022
- Provided customer service via inbound calls for mutual fund products; performed user acceptance testing; assisted in training.
TA Client Representative – Customer Service
Franklin Templeton Investor Services
06.2019 - 08.2019
- Answers routine customer inquiries, articulates customer concerns/problems and contributes to solutions within scope of work via inbound and outbound calls.
- Asks appropriate questions to address customer needs and ensure a positive customer experience.
- Verifies customer requests to ensure information is correct and in good order, and takes appropriate action.
- Processes routine monetary and non-monetary requests on Franklin Templeton business systems.
- Reviews and applies information from internal communication platforms regarding new products, market conditions and regulatory requirements to stay current and operate in the best interest of the customer, funds and enterprise.
- Compliance & Risk Management:
- Detects potential signs of fraudulent and/or suspicious activity and takes appropriate action with guidance.
Customer Operations-New Accounts Team – Associate
Franklin Templeton Investor Services
04.2013 - 06.2019
- Analyze and respond to client inquiries, process transactions and meet team goals of quality, accuracy and productivity.
- Provide excellent customer service on a variety of written inquiries in a fast paced, team oriented processing center environment. Must make outbound calls to Shareholder and Advisors regarding request received that are not in good order. All processing requests must be completed accurately and timely.
- Research inquiries and provide appropriate feedback including company policies, IRS regulations and compliance requirements.
- Review, prepare, input and verify customer requests through the use of multiple computer applications while monitoring all time-sensitive monetary transactions.
- Not a daily requirement, but must be prepared to discuss company fund information, current market conditions and industry regulations with clients, as needed while making outbound calls.
Customer Operations-Drafts Dept. – TA Associate
Franklin Templeton Investor Services
04.1999 - 01.2013
- Perform good order review, prepare, input, and verify transactions using Investar and PegaREACH, FTTA and CashPro Online system.
- Maintain relationships with the TA Channels, Treasury Accounting and Control, and any other key business partners within the TA.
- Perform callbacks to shareholders, dealers, banks, and vendors as needed to complete work items.
- Enter investigations on PegaREACH (input case situations and ordering appropriate backup).
- Monitor time sensitive transactions.
- Prepare daily status reports, and holdover reports as necessary. Keep abreast of current market conditions, fund and company policies, and all procedural information. Keep abreast of tax related information as they relate to CO.
- Meet Short turn-around deadlines and maintain accuracy.
- Strong verbal and written skills. Must respond quickly to internal and external inquiries. Be able to communicate effectively with external vendors and internal groups (tech support, PMO, Premier, CO, CS, Auditors, etc).
- Ability to make callbacks
- Work well under pressure due to highly restrictive banking deadlines
- Excellent quality – handling multi million dollar trades on a daily basis
- Ability to interface with HYD for problem resolution
- Flexible –volumes/absenteeism impact the weekly rotational schedule.
- Work items handled by Drafts Team are varied, ranging from money fund drafts, VODs, high dollar purch/red trades, debit memo, trade tickets, TAC Due Diligence, money fund sweeps, EFD/HBank/Payroll, IRS Tax Refund, TAC 90 Day Letters, Do Not Mails, Daily TAC Invest, DSTDS (temp drafts), Wires (moving to Payments team), etc. The good news is that we have most documented in training docs.
Citadel Equity Group
02.1998 - 04.1999
- Responded to telephone inquiries.
- Sorted inventory papers in batch orders and account number.
- Quality checked new transactions papers.
- Filed correspondence and invoices by alphabetical order.
- Provide customer assistance and perform related office duties.
Education
General Education, Information Technology
American River College
Skills
- Proficient in general office management for over two decades
- Five years of customer service expertise
- Adaptable in fast-paced settings
- Efficient assignment completion
- Multitasking proficiency
- Flexible work schedule management
- Strong written and verbal communication skills
- Analytical proficiency
- Customer Service: Excellent at answering inbound calls in a fast-paced environment utilizing an automatic call distribution system
- Detail oriented Adept at quickly and competently analyzing information adhering to policies and procedures
- Problem Solving: Proficient in troubleshooting complex technical issues and thinking outside-the-box to solve problems in creative ways
Accomplishments
Recipient of multiple "I am CS Award".
Timeline
Financial Services Account Associate Senior
Fidelity Information Services Inc
02.2022 - Current
TA Client Representative – Customer Service
Franklin Templeton Investor Services
06.2019 - 08.2019
Senior Client Representative
Franklin Templeton Investor Services
04.2019 - 01.2022
Customer Operations-New Accounts Team – Associate
Franklin Templeton Investor Services
04.2013 - 06.2019
Customer Operations-Drafts Dept. – TA Associate
Franklin Templeton Investor Services
04.1999 - 01.2013
Citadel Equity Group
02.1998 - 04.1999
General Education, Information Technology
American River College
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