Business Analyst/QA

**** ***** *** ***# * Oxon Hill, MD *****

Cell: 602-***-**** *****.********@*****.***

Tanya Martin

OBJECTIVE

Strive to exceed customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in initiatives and interactions, always putting the customer first.

SUMMARY OF QUALIFICATIONS

LENDWARE, PRISM, Oscar, DPS, Image View, BOL, Merlin, Pars, Tao, BFT, Merlin Teller, Caps, Taps, Sharp, LS, Branch Teller , Outlook 2003, OWA Witness Monitoring System, ACD Phone system, Microsoft Word, Excel, Access, Windows 98/2000, 2003, XP and Vista , fax, copier, Claims processing systems (IMAX, SMCS…) Lotus, Outlook

WORK OF EXPERIENCE

2006-Present Bank of America Operations Analyst Escalations (promotion)

Review escalated claims to ensure proper processing Responsible for overseeing the quality customer service advocates Interview potential new hires. Design and Implement Quality Assurance job aids, Templates, production logs and procedural updates. Train (side by side and classroom), Coach, Monitor and Audit Representatives to ensure our customers are receiving service that meets/exceeds both client and service center performance standards.

Prepare weekly productivity reports for management. Participate in strategic planning and development of budgets for department as requested. Identify anomalies in data sets, investigate the source of any anomalies, and propose appropriate solutions

2003-2006 Bank of America/ Support Services Research Associate (promotion)

Handled assigned administrative duties for management team. Act also as back up for

quality control on trouble shooting issues. Maintained 99.9% accuracy on pricing Product

submissions and answers to questions provided by associate. Resolve exception issues

prior to exception submission. Required interaction with underwriter, loan specialists and

pricing administrator. Provide support for hardware, and software applications across

Model & CA Legacy Bank, NT and Teller platforms. Provides System and break/fix status

for vendor management

2000-2003 Bank of America/ Credit Card Claims Rep

View customer correspondence to correct billing errors. Process first-time chargeback rights per Visa/ MasterCard timeframe. Negotiate good-faith payments with merchant. Was a on the phone gate. Resolved customer disputes at the point of contact.

1997-1999 Discover Card/ Customer Service Rep

Assist customers regarding account relation issues. Answering billing questions related to their long distance bill. Updated and maintained membership database and other duties as assigned.

EDUCATION

Wilson Senior High 85, United States Air Force 1985-1995

Key Skills

World-Class Customer Service

Troubleshooting/ Problem Solving

Strong work ethic

Customer Order Fulfillment Administrative Skills

Technical/User Support

Complaint Handling

Reports & Documentation

REFERENCES

AVAILBLE UPON REQUEST

Contact this candidate