Ebony Mugo
Coatesville,PA
Summary
Seasoned Specialist offering 20+ years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
Overview
29
29
years of professional experience
Work History
Centralized Transactions Specialist - II
Infosys BPM
Chesterbrook, PA
10.2006 - Current
- Process transactions for Institutional clients, including items of the highest complexity regarding RMDs, Installments, Fees, and Loans. Reviews requests/documentation for accuracy, completeness, and good order in accordance to client specific instructions.
- Identify analyze, and resolve complex issues, in accordance with procedures.
- Balance quality/productivity along with managing personal and team queue in order to meet department standards.
- Communicate verbally and in written format with business partners and internal clients to clarify and complete requests.
Processing Associate
The Vanguard Group Inc.
Malvern, PA
07.1999 - 10.2006
- Process monetary and clerical shareholder transaction requests for 403(b)(7), VRP (Money Purchase Pension Plan/Profit Sharing Plan), VRIP (Investment Services), Simple IRA and SEP IRA accounts.
- Initiate asset transfers for shareholders and review all asset transfer paper work to ensure that the paper work is in good order.
- Respond to asset transfer inquiries and research asset transfers to determine why a transfer of assets has not occurred yet.
Data Entry/Administrative Services Clerk
Delaware Valley Financial Services
Berwyn, PA
07.1998 - 07.1999
- Input data and type form letters for annuity and life products for AIG/AiLife.
- Input a high volume of financial transactions into the database and input new customer information into the database.
- Type correspondence to clients and financial representatives.
Customer Service Representative
DecisionOne
Malvern, PA
12.1995 - 05.1998
- Open service calls for customers that need their computer equipment repaired.
- Check the status of service calls once the service was completed.
- Close service calls for Field Engineers once service was completed.
- Help Field Engineers get technical support for their service calls.
Data Entry Administrator
DecisionOne
Malvern, PA
07.1994 - 12.1995
- Input software order requests for customers that own Compaq computers.
- Call the order house to order software for customers and also faxed requests to the order house.
- Follow up on orders for customers that did not receive their orders.
Education
Certificate Of Achievement - Computerized Office Operations
The Craft Institute
Philadelphia, PA04.1994
High School Diploma -
Olney Charter High School
Philadelphia, PA06.1992
Community College of Philadelphia
Philadelphia, PASkills
- Root Cause Analysis
- Quality Assurance
- Analytical Thinking
- Issue Research
- VAST
- Vista
- AWD
- WIN
- Filenet
- Documentum
- Word
- Excel
- Cognos
- Sharepoint
- My Plan Manager
- Data entry specialist
- Daily transactions review
- Retail transactions
- Retail transactions processing
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Centralized Transactions Specialist - II
Infosys BPM
10.2006 - Current
Processing Associate
The Vanguard Group Inc.
07.1999 - 10.2006
Data Entry/Administrative Services Clerk
Delaware Valley Financial Services
07.1998 - 07.1999
Customer Service Representative
DecisionOne
12.1995 - 05.1998
Data Entry Administrator
DecisionOne
07.1994 - 12.1995
Certificate Of Achievement - Computerized Office Operations
The Craft Institute
High School Diploma -
Olney Charter High School
Community College of Philadelphia