Support Analyst Hr Operations

Lakeisha Jones

************@*****.*** 352-***-**** Ruskin, FL LinkedIn

SUMMARY

Detail-oriented professional with 9 years of experience in financial reconciliation, data verification, and compliance management. Proven track record in reducing operational risks and enhancing process efficiency through collaboration with cross-functional teams. Strong skills in stakeholder communication, problem-solving, and maintaining data integrity across various financial and HR operations. SKILLS

Financial Reconciliation • Core System Migration • Process Documentation • Data Reconciliation • SOP Documentation • Stakeholder Communication • Adaptability • Attention to Detail • Problem-Solving • Critical Thinking • Verbal & Written Communication • MS Office Applications • Collaboration • HR Operations • Compliance Knowledge • Risk Management • Negotiation • Focus WORK EXPERIENCE

Citi Tampa, FL

Associate Operations Support Analyst (B-10) Jun 2022 - Sep 2025

• Conducted control testing and data verification for over 5,000 employee records, reducing SLA breaches by 15% by identifying operational and compliance risks.

• Collaborated with audit and technology teams to remediate over 100 control gaps within six months, enhancing internal controls.

• Managed processes related to termination, garden leave, and changes in managerial roles.

• Trained core and global teams on HR data management processes.

• Streamlined audit documentation processes, improving review efficiency by 20%.

• Partnered with payroll and HR Shared Services to reconcile over 1,500 employee records, ensuring data accuracy and compliance with global regulations.

Operations Support Analyst Nov 2021 - Jun 2022

• Analyzed and resolved technical issues to minimize disruptions in daily operations and ensure seamless workflow.

• Processed global requests, including manager and job changes, as well as role assignments.

• Managed updates to personal information and direct deposit details to maintain accurate records.

• Conducted I-9 verifications to ensure compliance with legal requirements.

• Collaborated with HR partners to obtain immigration results and approvals. Brightstar Financial Pinellas Park, FL

Branch Finance Manager Sep 2020 - Feb 2021

• Ensured full compliance with audit standards by accurately processing titles and loan documents.

• Interviewed new and existing applicants to assess budgeting and finance options.

• Conducted daily cash reconciliation across sales, service, and payment departments.

• Managed financial transactions, including deposits and customer payments, using the Discover system.

• Verified customer account information, updated insurance coverage, and addressed escalated issues to improve client satisfaction.

Finance Assistant Oct 2018 - Sep 2020

• Executed daily cash reconciliation for multiple departments and managed the digital deposit of money orders and

• checks, ensuring accurate financial tracking.

• • Conducted welcome calls to new customers, effectively communicating program details and payment schedules to enhance customer understanding and satisfaction.

• • Scanned and filed deals into Cloud Docs for auditing and maintained an organized filing system, while processing various payments and updating customer account information. Brightstar Financial / Byrider Pinellas Park,FL

Sales Assistant Jul 2018 - Oct 2018

• Facilitated lead generation and appointment scheduling to enhance client engagement and streamline the sales process.

• Managed the advertisement of new vehicle inventory across multiple online platforms, ensuring timely and effective promotion.

• Processed customer applications with a focus on accuracy, ensuring all required documentation was complete for finance approval.

Brightstar Financial Pinellas Park,FL

Collections Account Representative Feb 2018 - Jul 2018

• • Negotiated payment plans, reducing delinquent accounts by 20% and enhancing cash flow while fostering client trust and loyalty.

• • Managed CRM leads and coordinated with the sales team to improve scheduling efficiency, handling over 75 calls daily to deliver exceptional customer service.

• • Processed auto payments and facilitated repossession procedures by communicating with agents and preparing necessary documentation

HSBC Mortgage Services (Contract) Tampa, FL

Quality Control Specialist Aug 2016 - May 2017

• Conducted comprehensive audits of foreclosure records, identifying and correcting errors to minimize financial risks and ensure compliance.

• • Evaluated mortgage loan processes to ensure alignment with company standards and guidelines, enhancing operational efficiency.

• • Maintained a high standard of work output and quality across various review areas, including default payment posting and payoff analysis

JP Morgan Chase (Contract) Tampa, FL

Customer Service Representative Oct 2015 - Jan 2016

• Managed customer inquiries related to Health Savings Accounts, including updating personal information and assisting with password resets.

• Facilitated online transactions, ensuring smooth processing and user satisfaction.

• Investigated and processed flagged fraud claims, maintaining clear and timely communication with account holders.

• Provided account balance and transfer information to customers, ensuring clarity and accuracy.

• Closed accounts as necessary, ensuring all procedures were followed diligently. EDUCATION

Alonso High School

High School Diploma, General Studies

Tampa, FL

Dec 2004

Hillsborough Community College

Certificate, EKG / Phlebotomy

Tampa, FL

Jul 2012

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