Customer Service Project Management

Ramona Cox-Duncan

Richmond, VA ***** ***************@*****.***

734-***-**** linkedin.com/in/ramonacox-duncan

Process Improvement – Risk Control Analyst- Governance Compliance

Accomplished project management professional who is a strategic thinker with success and experience combining audit consulting, customer service, operational strategies, problem solving skills, and project management expertise to deliver substantial revenue. Known for the ability to utilize strong organizational and process implementation skills and to ensure targeted objectives are consistently met.

Key skills include:

Financial Analysis - Project Management – Build Partnerships and Relationships -Analyze Process Data – Drive Process Improvement - Data Analysis - SOX Compliance – Identify Gaps - Agile Methodology - Customer Service – Six Sigma Green Belt Training – Continuous Process Improvement –Process Map Solution – Cross Functional Collaboration

Experience

JPMC, Glen Allen, VA June 2021 - Present

Governance Compliance, Risk Control Analyst

Conduct testing and control evaluation to support the company strategic defined control environment related to data protection, privacy and operational service level. Primary point of contact for risk-based assessments, improvement and remediation planning to improve performance within business and technical processes.

Create and document risk model to identify need to rationalize data use and operation control.

Provide consultive expertise, including evaluation of processes to validate risk.

Validate design with in compliance environment to ensure appropriate controls are in place.

Identify and recommend areas for process improvement.

Monitor and report progress within the development project planning.

Genworth Financial, Richmond, VA February 2017 – May 2021

Audit Consultant, Corporate Audit Services

Plan, conduct test of design and effectiveness and prepare audit work papers (documenting and make recommendation on changes needed) for internal risk-based audits, risk management including strategic, operational, financial and compliance. Execute/delivery all audit projects within prescribed time budgets. Listed below are the last three audits I completed

Provided reasonable assurance that,

oGenworth operations (i.e., LTC claim and Life payments) are accurate and timely, executed in compliance with internal policy and in accordance with policy terms.

oThe Asset-Liability Management framework for the business is appropriately designed, executed, and governed to meet business and investment strategies, and defined risk tolerances.

oA comprehensive compliance framework was defined and maintained for key regulations effecting Corporate and USLI business activities and that it is monitored.

Annually test the design and operating effectiveness of SOX key controls.

Ramona Cox-Duncan ***************@*****.*** Page Two

Perform risk assessments of business operations, financial reporting processes, information systems, and technologies to assess potential problems or control weaknesses.

AT&T Wireline, Glen Allen, VA August 2010 – December 2016

Network Process & Quality Manager, NPE Organization

Project Manager: Developed and maintained process documentation while leading Process Improvement across lines of businesses and Project Management (Agile and SDLC) activities.

Created business cases for various business units, which saved AT&T $9M.

Successfully launched legacy inventory retirement project, converting $11.3 Billion in assets 1,210 contracts and approximately 4,000 records.

Launched system (mobile app) that assisted with closing the gap on completed projects vs. pending and approved projects within NPE (Network Planning Engineering), allowing engineers to present a solid forecast, quarterly.

Facilitated a tracking and metric system to review wireless mobility 3-way match purchase orders throughout the organization.

Validated quality processes by establishing product specifications and quality attributes, measured production, document evidence, wrote and updated quality assurance procedures.

Prepared weekly quality reports for vendor accounts by collecting, analyzing, and summarizing information and trends including failed processes, stability studies, and operational impact of technical changes.

Partnered with project customers to provide strategic and tactical through cross-functional teams

to implement changes, improvements to existing processes and project delivery.

AT&T Mobility-Network, Farmington Hill, MI January 2009 – August 2010

Senior Fixed Asset Analyst, RAN Organization

Managed and monitored financial exposure to safeguard Cell Site equipment throughout the lifecycle per SOX compliance.

AT&T Mobility, Farmington Hills, MI October 2001 – December 2008

Senior Internal Auditor, Retail Company Owned Stores

Modified internal policies and procedures to ensure sufficient internal controls were accurate. Assessed and determined risk impacts and system weakness.

Education and Credentials

Master of Business Administration (MBA), Central Michigan University

Bachelor of Science (BS), Management, Hampton University

PMP Qualified

Six Sigma Lean Green Belt (inactive)

Technical Skills

Microsoft Office Suite, Visio, Project Mgmt., Oracle GL and 11i., Business Objects, Citrix, Basic SQL, Data Analytics

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