Anecia Bookal
Plantation,Fl
Summary
Detail-oriented with over 19 years experience within the Financial industry. Provides sustainable value in the Executive Escalations Team within Global Operations. Leveraged complaints reporting data to analyze and create theme & root cause analysis of complaints. Offering experience with shifting organizational demands. Astute business professional translates operational needs into solutions. Mastery of analytics and reporting tools to provide insights in product design, flows and user experiences using data-driven philosophy. Versed in data mapping and user acceptance testing to solve complex problems in high-pressure environments. Activates strong analytical skills to investigate risk & trends in large amounts of data and formulate conclusions based on findings. Excels at cultivating, managing and leveraging partnership to foster extended engagements.
Overview
5
5
years of professional experience
Work History
Sr Business Control Specialist/Operations Consultant
Bank of America
Fort Lauderdale, FL
05.2022 - Current
- Conducted root cause analysis of operational issues and identified solutions.
- Analyzed customer feedback data to inform business decisions related to operations.
- Conducted research on discrepancies and identified root causes of issues.
- Developed strategies to mitigate risk associated with business operations.
- Analyzed operational data, surfacing insights and findings to support business and technical decisions.
- Performed statistical data analysis to inform customer groups.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Managed diverse projects for data capture, storage and forecast analysis.
- Complaints Monitoring and report out on volume and thematic analysis to key stakeholders.
- Created processes to remediate and action plan oversight.
- Created monthly theme analysis and complaint Monitoring reports.
- Identified areas of opportunity in process, facilitate development of action plans and track progress of complaint activities.
- Complaint reporting and analysis of PPP operational areas to reduce risk.
- Collaborate with partners to advise/ remediate complaint issues.
QA Tester/Sr Cust Service Specialist
Bank of America
Fort Lauderdale, FL
05.2020 - 05.2022
- Executed test scripts and logged defects, working with application team to resolve issues arising out of testing process.
- Follow processes and used testing tools to complete testing on a given test environment and assist with fulfillment of necessary steps required to execute test.
- Assisted in triage report and defects and assist with remediatiion and escalation of issues.
- Mitigate risk to our clients and our company through review of multiple documentation.
- Execution of test scripts & documenting irregularities.
Education
Bachelor of Arts - Business Administration
Florida Atlantic University
Boca Raton, FLTimeline
Sr Business Control Specialist/Operations Consultant
Bank of America
05.2022 - Current
QA Tester/Sr Cust Service Specialist
Bank of America
05.2020 - 05.2022
Bachelor of Arts - Business Administration
Florida Atlantic University