Elisha Mattis
Charlotte,NC
Summary
Operations and analytics professional with 3+ years of experience supporting high-volume financial
service operations across roles at Wells Fargo and Spectrum. Experienced monitoring operational
performance, analyzing transaction and workflow data, and resolving complex service disruptions across
payment and billing systems. Proven ability to collaborate with operations, risk, compliance, and
technology teams to investigate system exceptions, implement process improvements, and maintain
operational continuity in fast-paced environments. Skilled in Excel, Jira, Confluence, SQL, and data
visualization tools, with a strong track record of using data-driven insights to improve workflow efficiency,
strengthen controls, and support enterprise initiatives
Overview
5
5
years of professional experience
Work History
Business Execution Associate
Wells Fargo
Charlotte, NC
07.2025 - Current
- Drive program performance tracking through KPI monitoring and reporting, enabling leadership to assess progress, risks, and operational readiness
- Manage and execute program deliverables across commercial banking initiatives, coordinating cross-functional stakeholders (operations, technology, risk, and compliance) to ensure timely and compliant delivery
- Lead cross-functional issue resolution for payment and treasury workflows, identifying root causes and coordinating solutions to maintain operational continuity
- Identify program risks and process gaps, recommending and implementing improvements that reduced inefficiencies and enhanced workflow accuracy
- Coordinate and facilitate User Acceptance Testing (UAT) for system enhancements, including test planning, defect tracking, and validation of business requirements prior to release
- Utilize advanced Excel functions (pivot tables, lookups, reconciliation models) to analyze operational data, identify anomalies, and produce reporting that supports ongoing process improvements.
- Develop and maintain program documentation, including process flows, controls, and governance artifacts to support audit readiness and transparency
Customer Operations Specialist
Spectrum
Morrisville, NC
07.2022 - 07.2025
- Managed high-volume customer account activity across billing and payment platforms, investigating transaction discrepancies, resolving account exceptions, and ensuring operational continuity for digital payment services.
- Chosen for Spectrum's internal governance team to review operational performance metrics, identify workflow inefficiencies, and recommend system and process improvements that enhanced service delivery for both customers and employees.
- Conducted detailed analysis of billing system data to diagnose recurring payment failures and account servicing disruptions, partnering with operations and technology teams to implement process improvements that reduced repeat incidents.
- Resolved complex account and billing issues requiring coordination across internal departments including technical support, billing operations, and security teams, ensuring timely resolution and policy-compliant service outcomes.
- Built and maintained trusted relationships with high-value customers by proactively addressing service concerns, explaining complex billing processes, and ensuring consistent communication during issue resolution.
- Served as a communication bridge between customers, frontline service teams, and leadership by documenting service patterns, escalating systemic issues, and contributing insights that improved operational service workflows.
- Applied strong knowledge of compliance procedures, risk controls, and fraud awareness protocols while protecting customer account integrity and maintaining regulatory compliance.
- Accolades: Spectrum Gold Employee (3x) and Silver Employee (2x) for performance excellence and leadership in process improvement initiatives.
Lead Sales Representative
Aptive Environmental
Allentown, PA
08.2021 - 07.2022
- Led a quota-carrying territory with full ownership of revenue generation, quarterly growth targets, and pipeline development, consistently exceeding sales goals through consultative solution selling and disciplined account planning.
- Managed the full sales lifecycle from prospect qualification through contract execution while maintaining CRM pipeline forecasting, revenue tracking, and proposal documentation to support territory growth targets.
- Architect tailored service solutions based on client operational needs, aligning service delivery capabilities with customer expectations to drive sustainable growth and margin protection.
- Collaborated with operations teams to ensure seamless onboarding and execution, reinforcing delivery credibility and increasing territory retention rates.
- Standardized forecasting and documentation processes to improve deal velocity, revenue predictability, and cross-functional transparency.
Education
BBA - Business Administration
Purdue Global
Certification - Data Science with SQL and Tableau
Cornell University
04-2025
Skills
- Program Execution & Delivery
- Cross-Functional Stakeholder Management
- Risk Identification & Mitigation
- UAT Coordination & Release Validation
- KPI Tracking & Performance Reporting
- Issue & Dependency Management
- Agile & Scrum Execution
- Backlog Prioritization & Sprint Execution
- User Story Development
- Acceptance Criteria Definition
- Defect Tracking & Resolution
- Release Notes Documentation
- Agile & Scrum Methodologies
- Advanced Excel (Pivot Tables, Lookups, Data Analysis)
- SQL (Basic Querying)
- Data Visualization (Tableau / Power BI)
- KPI Dashboarding
- Data Validation & Reconciliation
- Trend & Variance Analysis
- Process Improvement & Workflow Optimization
- Audit Readiness & Control Documentation
- Regulatory Compliance & Risk Awareness
- Operational Performance Monitoring
- Root Cause Analysis
- Continuous Improvement Initiatives
- Advanced Excel Analytics
- Data Visualization & KPI Reporting
- Dashboard Analysis (Tableau / Power BI)
- Jira (Operational Workflow & Investigation Tracking)
- Confluence (Process Documentation & Knowledge Management)
- Enterprise Payment Systems
- Operational Risk Monitoring Platforms
- Workflow & Investigation Tracking Systems
Timeline
Business Execution Associate
Wells Fargo
07.2025 - Current
Customer Operations Specialist
Spectrum
07.2022 - 07.2025
Lead Sales Representative
Aptive Environmental
08.2021 - 07.2022
BBA - Business Administration
Purdue Global
Certification - Data Science with SQL and Tableau
Cornell University