Jamila Lee-Womack
Philadelphia,PA
Summary
Strong leader and analytical problem solver, with 17 years’ experience in the banking industry, focused on improving business compliance, workflow, and processes through detailed analysis and optimization recommendations. Proficient in using independent decision-making skills and sound judgment to positively impact company compliance and success.
Overview
17
17
years of professional experience
Work History
Manager; Trends and Analysis
ALLY BANK
04.2022 - Current
- Implement best practices from multiple business lines to scale, gaining efficiencies and implement new processes, as needed, for essential work
- Agency and regulator exam designee
- Support the review, dissemination, championship, and driving enhancements that come through complaints and the trends; facilitate process improvements
- Participate in routine and impromptu meetings to discuss, present, or understand business performance or needs
- Monitor and analyze business performance to identify areas of improvement and make necessary adjustments
- Utilize data visualization tools to effectively communicate business insights
- Perform gap analysis to identify areas of improvement
- Interact with internal partners to understand business needs and translate into requirements and project scopes
- Manage team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
Senior Business Analyst
ALLY BANK
11.2016 - 04.2022
- Supported leadership team with reporting, analysis, and business presentations
- Drove accountability of quality through routine reviews of case handling and performance metric generation
- Produced weekly, monthly, and quarterly reports and presentations using advanced Excel functions
- Identified, analyzed, and interpreted trends or patterns of complex data
- Created various Excel documents to assist with pulling metrics data and presenting information to leadership for concise explanations of potential gaps and areas of improvement
- Utilized data analytics to deepen our complaint intelligence and drive awareness of customer complaints to understand key drivers that may lead to an improved customer experience.
Executive Resolutions Specialist
ALLY BANK
07.2013 - 11.2016
- Responds to customer complaints via phone and mail within established guidelines and procedures
- Analyzes customer needs on an ongoing basis to assist in identification of new business opportunities and develop proposals for new products and services, technology and/or operating procedures to meet those customer needs
- Recommends enhancements where necessary to support the corporate and bank objectives for customer care
- Collect, compiles and analyzes data results from escalated issues
- May recommend changes which can create efficiencies and/or streamline processes
- Prepares quantitative and qualitative reports, which track information and measure results for comparison to standard metrics
- Other duties or responsibilities as may be required to respond to customer needs effectively and efficiently.
Customer Service Representative
CITIBANK
08.2007 - 07.2013
- Deliver exceptional customer service and assist prospective customers and clients with account related inquiries
- Receive and address all inbound calls and mail for the branch
- Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary
- Maintain the bank’s files for Currency Transaction Reports, customer safekeeping receipts, loan and trust collateral receipts, commercial resolutions, Powers of Attorney, court orders, levies, miscellaneous deposit documentation, and general correspondence
- Cross sell bank products and services based on customer needs, in accordance with the bank’s programs, which has resulted in capturing numerous accounts and expanding our client base
- Order all office supplies for the branch ensuring proper inventory levels are met.
Education
Bachelor of Science Degree -
ALBRIGHT COLLEGE
Reading, PASkills
- Microsoft (Word, Excel, PowerPoint)
- Power BI & Clarabridge
- Excel at interfacing with others at all levels to ensure organizational goals are attained
- Possess excellent interpersonal, analytical, and organizational skills
- Strong communication and presentation skills
- Project Management
- Staff Training and Development
- Strategic Planning
- Cross-Functional Teamwork
Awards
- Recipient of the Ally LEADing The Way award, given to less than 1% of employees, for being an exemplary employee, partnering with and mentoring several of my peers
Projects
Created the framework for categorization of complaints to improve the efficiency of thematic analysis Developed a Quality Assurance process to ensure accuracy in reporting Assisting in the annual redesign of quarterly reporting for the executive leaders Developed Key Risk Metrics for several data points identify potential concerns
Timeline
Manager; Trends and Analysis
ALLY BANK
04.2022 - Current
Senior Business Analyst
ALLY BANK
11.2016 - 04.2022
Executive Resolutions Specialist
ALLY BANK
07.2013 - 11.2016
Customer Service Representative
CITIBANK
08.2007 - 07.2013
Bachelor of Science Degree -
ALBRIGHT COLLEGE