credit & oporation specialist
Osni Kanangila
Bank of America
Charlotte,NC
Summary
Banking operations professional experienced in reviewing consumer and small business accounts, assessing risk indicators, and supporting account resolution activities within a regulated financial environment. Skilled in operational controls, compliance documentation, account analysis, and reporting. Proficient in Excel and Microsoft 365, with working knowledge of SQL.
7
years of professional experience
Work History
Credit Assistance Specialist I
3 Years 3 Months- Manage a portfolio of late-stage delinquent consumer credit, small-business credit, and loan accounts approaching charge-off.
- Review payment history, account activity, and customer circumstances to assess risk and determine appropriate resolution and recovery options.
- Discuss payment solutions with customers and establish arrangements based on account status and individual circumstances.
- Research account history, address escalations, and document decisions and follow-up actions in accordance with established procedures and controls.
- Maintain 95-100% quality scores while meeting recovery, production, and compliance expectations.
- Utilize Excel to analyze performance metrics, identify trends, and support weekly and monthly operational reporting.
- Train new team members on systems, workflows, and departmental procedures.
- Recognized in 2025 for customer experience excellence and operational accuracy.
Field Operations Sales Support
1 Year 6 Months- Supported the sales team by tracking shipment status and coordinating with carriers and internal partners to resolve exceptions and maintain service continuity.
- Reviewed transaction documentation and shipment records for accuracy and adherence to operational controls.
- Analyzed workflow performance, transaction status, and exception trends in Excel to identify discrepancies and support resolution.
- Investigated shortages, overages, and damaged shipments through record reconciliation and root-cause analysis.
- Maintained supporting records and audit documentation for operational reporting and control reviews.
Tier II Technical Support Specialist
2 Years 4 Months- Resolved 30 to 40 daily incidents related to devices, applications, and networks using structured diagnostics to restore user functionality.
- Addressed escalated customer and technical issues through detailed troubleshooting, ensuring effective solutions for complex problems.
- Performed root cause analysis, configuration reviews, and software troubleshooting to restore functionality.
- Guided users through technical workarounds during service disruptions with clear instructions.
- Documented symptoms, diagnostic steps, findings, and resolutions for accurate case tracking.
- Coordinated with network and internal support teams to achieve timely issue resolution and reduce repeat contacts.
Education
Bachelor of Science - Business Management
Skills
Banking Operations
Risk Assessment
Account Review & Resolution
Operational Controls
Compliance Documentation
Account Analysis
Operational Reporting
Data Analysis
Process Improvement
Case Management
Payment Resolution
Cross Functional Collaboration
Problem Solving
Excel • Microsoft 365 • SQL (Working Knowledge)
Languages
English, French
Timeline
Credit Assistance Specialist I
Bank of America
07.2023 - Current
Field Operations Sales Support
Southern Carlson
01.2022 - 07.2023
Tier II Technical Support Specialist
Verizon Wireless
06.2019 - 10.2021
Western Governors University
Bachelor of Science from Business Management