Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Software
Timeline
Generic
Zena Cole

Zena Cole

Ewing,NJ

Summary

Results-driven professional with extensive experience in data governance, analysis, and database management. Proven ability to enhance data integrity and streamline information processes, optimizing workflows to drive data-driven decisions aligned with organizational goals. Expertise in translating complex information into clear insights for diverse audiences, supported by a strong public communication strategy. Committed to leveraging analytical skills to foster informed decision-making and support business objectives.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Information Management Analyst

Bank of America
04.2024 - Current
  • Delivers exceptional testing and analysis of data to support the Institutional Retirement Interface & Transmission Project Leads, managing payroll data integration file testing projects and client/vendor interaction.
  • Drives engagement in comparing reports, as well as other detailed analytical support.
  • Presents quality operational support to both internal business partners and external clients by both multi-tasking effectively and prioritizing tasks effectively.
  • Collaborates with clear and concise communication with cross-functional teams and other business groups while analyzing data trends to inform strategic decision-making and support operational improvements.
  • Manages documentation protocols to ensure compliance with regulatory requirements and internal standards.
  • Leads initiatives to implement new technologies that improved data processing speed and reliability
  • Assists users in navigating complex datasets, offering guidance on best practices for searching and interpreting results. Trains junior analysts on best practices in data analysis and information management techniques.
  • Ensures regulatory compliance by staying current on industry standards and updating policies accordingly.
  • Evaluates emerging trends in information management, providing recommendations on potential areas for investment or improvement.
  • Collaborates closely with IT teams and developers to resolve technical issues impacting information accessibility or accuracy in a timely manner.

Officer, Field Support Representative

Bank of America
03.2021 - 04.2024
  • Delivered exceptional assistance to branches and associate team members through back office MLSN requests resulting in streamlined book of business and compliance in profile maintenance review.
  • Exceeded expectations with white glove support for branches with profile maintenance WIPS resulting from high risk enhanced due diligence, ensuring compliance with the AML Program, economic policies, programs, and requirements.
  • Demonstrated ability to build rapport with MLSN, Operations, and Banking Fulfillment Partners through utilization of advanced relationship building skills, resulting in several High Five Rewards for recognition and ultimate branch satisfaction.
  • Collaborative Onboarding Experience (COBE) Specialist – assisted in streamlining the account opening process to reduce pain points.

Contractor - Centralized Document Control

Bank of America
09.2019 - 03.2021
  • Continuously exceeded expectations on metrics with utilization of Tableau as a management resource.
  • Anticipated and mitigated financial risk, fraud, and AML violations based on nature and characteristics of each transaction.
  • Maintained superior adherence scores and adherence to approval procedures resulting in efficient, timely, and error-free processing of document processing to ensure client satisfaction and ease.
  • Supported branches in obtaining complete documents and submitted complete documents to expedite approval efficiently.
  • Cross-trained with LMA Pledge Collateral and Customer Accounting expanding product knowledge, branch processes and transactions, as well as cross-team relationship building.

Dispatcher and Contracts Administrator

Canon Solutions America- CANON USA
08.2011 - 04.2018
  • Provided exceptional support to field service technicians through close attention to detail, building rapport with tenured employees and going above and beyond resulting in promotion to Contracts department as Contracts Administrator.
  • Managed reconciliation of billing for service contracts, ensuring compliance, data verification, and guidelines. Streamlined contracts through heavy utilization of Excel reports and Access database.

Customer Service Rep, Tech Support

Parsons
03.2006 - 07.2011
  • Served with exceptional customer service within the headquarters office contracted by the State of New Jersey (SONJ). Supported state and private inspection station technicians by acting as liaison between SONJ and stations, resulting in 5 additional years of contract renewal.
  • Provided exceptional technical support for French-speaking customers.
  • Has proven the ability to efficiently manage workload in a fast paced, challenging, and ever-changing environment through managing dual roles of Customer Service Specialist for the SONJ and Tech Support Representative for Delphi/XM simultaneously.
  • Achieved Parsons 2010 “Administrative Training Challenge Award”
  • Achieved Parsons 2006 and 2007 “Hero Award”

Education

B.A. Interdisciplinary - Liberal Studies

Rowan University
Glassboro, NJ
12.2023

A.S. - Criminal Justice

Rowan College of Burlington County
Mt. Laurel, NJ
12.2019

M.A. - Clinical Medical Assisting, Healthcare, Pharma

Harrison Career Inst.
Delran, NJ
08.2005

Skills

  • Business Administrative & IT support
  • B2B Project Management (CRM/ERP)
  • Cross-Functional Team Collaboration
  • Microsoft 365 Office Suite
  • Change Management (CISSP)
  • Project Management
  • Data Mapping
  • Data Integration, ECM Migration (FileNet/BOT)

Affiliations

  • WIT&O - Women in IT & Operations.
  • ERP - Emergency Response Team (Searcher)
  • LEAD - Leadership, Education, Advocacy & Development for Women.
  • WE - Women's Exchange.
  • Global Volunteering: America’s Grow-A-Row, National MS Society, St. Jude Children’s Research Hospital, Rails to Trails Conservancy.
  • My Environment Network – Sustainable Growth, Education, Preservation.


Certification

AED/CPR Certified

  • Adult CPR/AED Certified- 08/06/2025-08/06/2027

Languages

English
Native or Bilingual
French
Limited Working
Spanish
Elementary

Software

JIRA, Ultra Edit, SQL, Tableau, Oracle, Salesforce, SharePoint, Microsoft 365, IBM FileNet

Timeline

Information Management Analyst

Bank of America
04.2024 - Current

Officer, Field Support Representative

Bank of America
03.2021 - 04.2024

Contractor - Centralized Document Control

Bank of America
09.2019 - 03.2021

Dispatcher and Contracts Administrator

Canon Solutions America- CANON USA
08.2011 - 04.2018

Customer Service Rep, Tech Support

Parsons
03.2006 - 07.2011

A.S. - Criminal Justice

Rowan College of Burlington County

B.A. Interdisciplinary - Liberal Studies

Rowan University

M.A. - Clinical Medical Assisting, Healthcare, Pharma

Harrison Career Inst.

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