Omar Johnson
Jacksonville,FL
Summary
Accomplished Senior Operations Analyst with a proven track record at Bank of America, enhancing operational efficiency and fraud detection. Expert in strategic planning and risk analysis. I excel in high-volume environments, demonstrating exceptional problem-solving and analytical skills. Achieved significant improvements in internal controls, ensuring compliance and integrity.
Overview
12
12
years of professional experience
Work History
Officer; Senior Operations Analyst
Bank of America
10.2018 - Current
- Resolves research inquires involving Image Operations reported errors within the banks practices and procedures.
- Ensures quality services and effective efficient operations support for the assigned areas internal business partners and/or external customers/clients.
- Investigate daily incoming research inquires, resolves differences, answers service request and inquires received from various channels, determines appreciate process for research and communications errors to managers for feedback.
- Maintains internal operations and finical controls and ensures that they are observes for all assigned cases.
- Ensures that all cases are resolved in compliance with internal and compliance with industry regulations and bank procedures, integrity levels of the departments case management system and finical controls.
- Handles complex cases that require analytical and problem resolution skills.
- Knowledge of the Image Operations process and research applications.
- Handles complex products and/or escalated customer situations regarding possible fraudulent activity.
Operations Representative
Bank of America
03.2016 - 10.2018
- Processes transactions in one of more of the company's internal operations to support domestic and international consumer, commerical, and wholesale bank businesses, or services functions.
- Ensures quality service and effective efficient operations support for the assigned areas internal business partners and/ or external customers/clients.
- Corrects errors according to standard procedures.
- Responsibilities include basic level reporting, reviewing, and processing transactions for item precessing, sorting using electronic or mechanical equipment, reconciling, statement rendering, MICR/image, remittance, ATM deposit, and performing other support operation functions as required.
- Maintains internal operations and financial controls and ensures they meet bank standards.
- Experience working in an environment where both individual and team goals are met or exceeded routinely.
Account Service Representative
ADT Security
09.2012 - 12.2015
- Responsible for providing account services assistance to customers including posting payments, sending out invoices and contracts for residential and commercial security alarm services.
- Answer general billing relates questions, resolve billing issues, assist and direct customer to appreciate area within ADT if issues are not within the scope fo account services.
- Meet pre-determined departmental standard for productivity and quality measures..
- Interface with sales department representatives with billing service related issues.
- Initiate outbound calls to correct credit card payments errors, determine appropriate account number to post unidentified payments.
- Enter and update customer database information and determine if account issues have been addressed.
Education
Associate of Science - Computer Networking
ITT Technical Institute - Jacksonville
Jacksonville, FL04-2013
Skills
- Work Coordination
- Report Writing
- Strategic Planning
- Innovation and Creativity
- Risk Analysis
- Proficient PC skills
- Self-directed
- Analytical, decisions making
- Problem Solving
- Attention to detail
- Ability to work in high volume
- Experience in fraud detection
- Easily adapts to and supports change
Timeline
Officer; Senior Operations Analyst
Bank of America
10.2018 - Current
Operations Representative
Bank of America
03.2016 - 10.2018
Account Service Representative
ADT Security
09.2012 - 12.2015
Associate of Science - Computer Networking
ITT Technical Institute - Jacksonville
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