Customer Service Quality Assurance
Resume:
Iram Ejaz
*** * *** ****** *** # * N Brooklyn, NY 11218
******@*******.***
Education: Bachelor of Science, Computer and Information Science
Brooklyn College – CUNY, June 2006 Brooklyn, NY
Skills: Microsoft Office: Word, Excel, Access, PowerPoint,MS Visio, Informatica Power Center, SQL Advantage, Oracle, Outlook Adobe Photoshop, Macromedia Dream Weaver, Fireworks, Flash, Audacity and Internet Search Engines, Lotus Notes, PeopleSoft
Computer Languages: C, C++, VB, SQL, HTML, Shell Script (k, bourn, bash), Java and Assembly, SharePoint
Computer Platforms: Microsoft Window 95-2000, XP, Vista, Macintosh, Linux and UNIX
Work History:
H&R Block
Tax Associate, January 2010 – April 2010 Brooklyn, NY
• Prepare all type of Income Tax Returns and interviews
• Answer clients quires regarding their tax filing options and assist clients to prepare for audits
• Sell H&R Block products to clients
• Notarize documents
Well Point-Empire Blue Cross Blue Shield
Marketing Analyst, December 2009 – February 2010 Brooklyn, NY
• Handled mail correspondence and responded to mails in marketing department
• Created monthly marketing campaigns for elderly people to buy BCBS health insurance products
• Maintained the database online and in Access and created Excel worksheets and Tables
Morgan Stanley
Data Analyst, January 2008 – December 2008 New York, NY
• Handled all official company correspondence efficiently
• Performed major role in understanding the business requirements and designing and loading the data into data warehouse (ETL)
• Developed mappings in Informatica to load the data from various sources into the Data Warehouse, using different transformations like Joiner, Aggregator, Expression, Lookup, Sequence Generator, Filter, Sorter, Source Qualifier
• Used Informatica Workflow Manager and Workflow Monitor to schedule and monitor session status
• Created new mappings and updated old mappings according to changes in Business logic
• Created K and bourn shell, Perl ,PLSQL scripts and implement Unix/Linux commands
• Monitored and provided front-line support of daily processes to resolve reconciliation issues
• Created Autosys jobs to automate the process
• Provided full support to data-hub issues including client setup to external file delivery and comet job setup
• Used Debugger to troubleshoot the mappings
• Built and maintained SQL queries for data analysis and extraction
• Maintained and tuned Oracle 10g database
• Created Excel spreadsheets
• Moved documents from SharePoint to folder structure
• Formed nbalance projects for reconciliation purpose
• Monitored MQ java Controller issues and used FTP to upload and receive client files
• Assisted new and existing clients with integration and data conversion activities
• Identified data issues and provided recommendations for resolution to ensure optimal performance.
• Created UI design on Flex Builder
JPMorgan Chase Brooklyn, NY
Operation Processing Administrative, October 2006 – June 2008
• Extract checks and remittances from envelopes
• Deposit checks received for lockbox retail customer on Citrix and R1 Capture software program
• Verify negotiability of checks including payee verification, amount verification, date, signature verification and other customer request
• Performs data entry of account information
• Complete multiple manual tasks per transaction
• Monitor other employees for quality assurance and training
• Perform correspondence management, including packing enclosures with correspondence, to ensure customers receive appropriate communications to their requests
• Re-associating check images to corresponding material while validating quality of images
• Perform document management, including recordkeeping of archived documents onsite to ensure information is properly maintained for compliance reasons
• Scan checks on ITRAN 300 and IBML machine
• Look for pass II checks and fill rejected checks
• Meet productivity and quality standards as defined by the department
Brooklyn College
College Assistant, September 2003 – May 2007 Brooklyn, NY
• Offered excellent customer service in a pleasant and professional manner
• Monitored over150 computers, over 150 patrons and managed waiting queue
• Installed wireless on laptops
• Assisted in testing of new software products and enhancement to existing products
• Regularly perform hardware and software maintenance
• Downloaded and updated software to computer terminals
• Recovered data from damaged floppy disks
• Trained new employees on Microsoft Office (Excel, PowerPoint, Access, Word)
• Helped students with Internet Web Projects, and Computer Language Projects i.e. C, Assembly and Java
• Helped troubleshooting printers issues
• Solved patron’s computer related problems diplomatically
• Assisted patrons in scanning documents in Adobe Photoshop
• Operated an existing student database to retrieve their information
• Provided telephone coverage and maintained message logs
• Coordinated and scheduled meetings and conference calls
• Designed Letterheads, banners, flyers, greeting cards and created PowerPoint presentation
• Handled cash register
MTA
College Intern, September 2004 – May 2005 New York, NY
• Designed professional proposal
• Created a database on MS Access for the ease of vendor’s performance and contract tracks
• Designed slides for a web page on Intranet using MS PowerPoint
• Executed Visual Basic codes for Access database and created macros, forms, Lookups and Pivot tables
• Made queries and created seven different button operations in Access
• Created tables on Microsoft Word and Excel, worked with data dictionary
• Updated vendor’s information on Access
Extra Courses: Linear Algebra, Calculus I, II, Multivariable Calculus, Elementary Differential Equations, Elementary Probability and Statistics
Certificate: H&R Block Tax preparation, Mail Extraction, R1 Data Entry
Exam Taken: Professional Career Test New York, NY
New York Civil Services State Exam, July 2009
Licensed: Notary Public
Foreign Languages: Proficient in writing and speaking, Urdu, Hindi and Punjabi
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