Quality Microsoft Office

Senior Operations Analyst

Areas of Focus: Quality Assurance Managing Internal Audits

Qualifications Profile

Multifaceted, performance-focused, and quality-driven professional offering extensive experience in managing, implementing and maintaining a robust risk framework. Recognized for creating and developing a monthly internal error reporting tool now being utilized by all Lockbox sites. Developed an internal error coaching document to assist managers with staff coaching and error tracking. Facilitated a bi-weekly QA forum collaborating with other Lockbox QA’s in order to create uniform guidelines. Member of the LSE mail services and QA development teams. Credited with raising the monthly ORM test satisfaction results to 95%. Technically proficient in using Microsoft Office applications (Excel, Word, PowerPoint, Outlook, and Access), SharePoint, VICOR, and RIDS.

Core Competencies

Quality Assurance

Problem Resolution and Decision Making

Analyzing Existing Policies

Monitoring live Lockbox functions

Internal Controls

Reporting of Errors

Professional Experience

Bank of America Chicago, IL

Senior Operations Analyst 2003–Present

Developing and managing a thorough internal audit system in which all auditable logs and records are reviewed routinely

Analyzing existing policies and procedural updates and providing guidance to business partners accordingly, identifying and resolving deficiencies as discovered

Assuring all auditable forms, records, and data are defect-free in preparation of monthly LOPC testing

Documenting associate errors discovered during review and ensuring associate quality metrics are adjusted

Providing timely reporting of errors, infractions, and security concerns to management and staff, recommending associate action plans as necessary

Taking pre-emptive steps to identify non-audited practices with potential for future LOPC testing

Implementing internal controls for high-risk procedures discovered during QA review or LOPC audit

Fostering in-house partnerships by working closely with Lockbox management and LOPC to ensure all concerns and issues are communicated and resolved

Assisting or leading additional projects as business needs dictate

Education

Associates Degree in Computer Science 2002

Richard J. Daley College Chicago, IL

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