Susanna Johnsonsusanna.johnson13gmail.com

315-278-5582

BUSINESS SUPPORT ANALYST / QUALITY ASSURANCE ANALYSTAnalytical and results-driven professional with extensive experience assisting in enhancing the effectiveness of business operations through expert research and insightful analysis along with my vast knowledge of client relations, while building valuable relationships with associates across multiple lines of businesses for basis of continued success and rapport.

EXPERTISE / SKILLS Excellent oral and written communication skills Exceptional organizational skills with strict attention to detail

and accuracy Superb analytical, problem solving, critical thinking, and

negotiation techniques

Strong ability and willingness to learn, adapt quickly, multi-task, and handle a fast paced environment to meet deliverables

Self-motivated to meet and exceed business goals with minimal supervision required

Ability to engage and positively influence associates and peers

Proficient in Microsoft Word, Excel, and PowerPoint along with various proprietary BAC programs and systems with intermediate knowledge of SQL

Completed Six-Sigma Training and management training courses provided by BAC

PROFESSIONAL EXPERIENCE

Bank of America – Quality Assurance Analyst, Business Support Analyst 9/2008 - Present Provide comprehensive support across the line of business, ensure procedural consistencies, and resolve any key issues. Outstanding and thorough application of problem-solving techniques with exceptional enthusiasm towards continuous quality

improvements. Comprehensive experience analyzing modification fulfillment processes and service level agreements to provide solutions that

lead to completion of modifications. Adept at auditing end-to-end modification processes and finding alternative ways to optimize flow. Familiar with analyzing system data and providing reports to assist with long-term planning. Exceptional follow-through and decision making abilities, able to identify and resolve modification fulfillment escalations to fellow

associates’ and customer’s satisfaction. Analyze data to assist in the decision making process, ensure compliance with corporate policies and procedures as well as

traditional reporting practices. Subject Matter Expert for Modification Fulfillment Group Second Lien Operations, LAS Preemptive Fulfillment Modification

Processing and Quality Assurance, First Lien Modification processing, Home Retention and Quality Assurance Partnered with management to review performance metrics and identify areas for improvement, consistently delivering results that

increased accounts within service level agreement by more than 50% to achieve an average weekly rating of 90%. Assisted in developing queries in a database that helped perform routine audits on movement within process steps which

improved productivity and operational efficiency. Coordinated with management on special training topics to help reduce unnecessary Quality Assurance and Closing kickbacks Led a team of 15-50 associates through day-to-day production and system challenges with First Lien Outreach and Preemptive

Fulfillment Assisted with Department of Justice Settlement project by training 100+ contractors and employees on proprietary systems,

workflow, data management, re-aligning resources, and conflict resolution Routinely traveled nationwide and met with customers face to face to provide world class assistance and decisions on the spot

National Action Financial Services - Professional Recovery Specialist 2/2008 - 8/2008 Negotiated with debtors to bring their accounts current Coordinated timely payments of accounts

Abercrombie and Fitch / Hollister Co. - Retail Manager 8/2003 - 2/2008 Managed million dollar inventory in addition to other administrative duties Supervised and delegated tasks along with maintaining employee schedules Engaged in hiring and releasing employees while maintaining staff diversity Analyzed company growth trends for future ordering and inventory targets Oversaw receipt and unloading of retail inventory to ensure order accuracy and quality

EDUCATION

Ashford University 10/2014 - Present Business Administration: Operations and Project Management Concentration