Printing tool Download PDF

Work experience

Operation Analyst

Bank of America

As an Operations Analyst, I provide strategic support for the country's largest processor of ACH payments. My daily functions are handling routine inquiries regarding Automated Clearing House (ACH) payroll and direct deposit files in a fast-paced Service and Fulfillment line of business, maintain on-call technical support mainframe database to ensure all ACH files are in National ACH Association (NACHA) format, utilize Pep+ for job submission and performing research on suspended files.  Often collaborate with employees from different departments to ensure a positive experience for internal and external clients

  • Inspired the team to participate in a group project. The Buddy System was introduced to the management team for review. Motivated the team by involving them in several small group projects (engaging them) to contribute to reinventing the business. Due to this process, the team was motivated to think outside the box.
  • Recognized for demonstrating teamwork and empowerment, taking ownership, problem resolution and improving the customer experience.
  • Created flyers for the Associate's Reward and Recognition Program. Also, wrote an article for Richmond newsletter about our new reward and recognition program for our Business Support Manager.
Apr 1999Mar 2007

Customer Service Representative

Bank of America

Sustained positive relationships by providing above par customer service and handled a wide range of functions in a large corporate environment. Executed daily operations of customer's calls regarding checking, savings and various other accounts. Analyzed accounts to reach logical conclusions.

  • Generated business for products/services from potential and existing customers and expanded customer relationships through quality service.
  • Identified and acted on cross-selling opportunities.
Oct 1997Apr 1999

Customer Service Representative

“K” Line America Inc

Provided customer service support to a variety of customers to ensure successful bookings and deliveries for a fully integrated global transportation company. Coordinated activities, such as rates, routes, departure times, bookings, container traces, service recoveries, cargo diversion, door moves, privately owned vehicle shipping to customers. Used computer modules:  PC Tracker, T*BOOK, T*DOC, CC Links and other trade ware applications to track cargo. Adjusted complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.


Master of Business Administration

Strayer University
Aug 2005May 2008

Bachelor of Science

Virginia Commonwealth University


Operations Analyst with 10 years of experience in building and maintaining key customer relationships, conducting information processing functions and fulfilling administrative tasks. Recognized for motivating teammates by fostering collaboration among team members and business partners. Ability to clearly convey information and ideas through a variety of channels to individuals or groups in a way that engages and affects the audience.

  •  Team development
  •  Strong  communication skills
  •  Building relationships


Awards & Activities

  • Special recognition in Phi Theta Kappa International Honor Society
  • Toastmasters International Educational Program
  • Society for Human Resource (SHRM)