Open to opportunities

Doreen Kagu

@doreenkagu

Business Analyst specializing in customer account accuracy, statement management, and data reporting using SQL and Excel.

United States

Message

What I'm looking for

I’m looking for a Business Analyst role where I can own customer account accuracy and statement quality, collaborate for fast issue resolution, and use Excel, SQL, and clear communication to deliver reliable results in a hybrid or remote environment.

I’m a Business Analyst at Bank of America, where I work closely with my team and independently on customer accounts. I focus on ensuring customer account management, accuracy in customer statements, and escalating any statement issues before they go out. I also help drive quick turnaround by collaborating with the business support team when problems arise.

I use Microsoft Office—especially Excel and PowerPoint—to support daily reporting and project work. I communicate effectively with my team using Skype for Business, and I’ve worked efficiently in both hybrid and fully remote settings while staying connected to deliver results.

Earlier, as a GWIM Intern at Bank of America, I performed pre-operation activities to ensure accurate information and processed customer documents. I also worked with the Bank of America PFSS processing program, accurately processing, printing, and folding checks while prioritizing documents to meet SLA expectations.

Before that, I developed strong client-support and documentation skills as a Direct Support Associate at Mosaic, training and providing daily living skills for elderly clients with disabilities while offering emotional support and documenting case notes. I also completed Data Analytics Training through Year Up / Wilmington University, strengthening my foundation in database work, JavaScript, web design and development, and applying Excel “into business problem solving.”

Experience

Work history, roles, and key accomplishments

Business Analyst

Bank of America

Jul 2021 - Mar 2025 (3 years 8 months)

Worked as a business analyst for customer account management, ensuring accuracy of customer statements and escalating issues before statements were sent. Coordinated with business support to resolve customer-account issues and used Microsoft Office (Excel, PowerPoint) and Skype for Business for team communication.

Customer Account Management Customer Statement Accuracy Customer Escalation Microsoft Excel Microsoft PowerPoint Microsoft Office Skype For Business

GWIM Intern

Bank of America

Jan 2021 - Jul 2021 (6 months)

Performed pre-operation activities to ensure accurate information and communicated with team members to provide customers with correct follow-up documentation. Processed customer documents, flagged missing information, and supported Bank of America PFSS processing (accurate check processing, printing/folding, and SLA-based prioritization).

Document Processing Customer Documentation Missing Information Flagging PFSS Processing Support

Direct Support Associate

Mosaic

Sep 2017 - Mar 2021 (3 years 6 months)

Trained, provided, and developed daily living skills and life activities for elderly clients with disabilities, including emotional support. Documented case notes relating to changes or health and safety concerns.

Daily Living Activities Disability Support Emotional Support

Service Desk Associate

Kmart

Oct 2015 - Mar 2016 (5 months)

Worked with a team to complete store opening and closing tasks and helped customers with returns. Assisted customers with purchases including lottery tickets and money orders and resolved customer concerns when they were disappointed with purchases.

Store Opening Returns Processing Retail Customer Service Lottery Ticket And Money Order Support

Education

Degrees, certifications, and relevant coursework

Year Up / Wilmington University

Data Analytics Training, Data Analytics

2020 - 2021

Activities and societies: Relevant coursework included Database Foundations, JavaScript, Web Design & Development, and Excel into Business Problem Solving.

Completed Year Up / Wilmington University Data Analytics Training (Aug 2020–Jul 2021), earning 19 college credits toward a bachelor’s in computer science and building data reports using SQL and scripting for data manipulation.