KEMRA WILLIAMS
Tampa,FL
Summary
Technical Client Consulting professional with 15+ years of experience delivering client-facing technical solutions, integration support, and operational excellence across financial services. Proven ability to translate complex technical requirements into clear, actionable guidance for clients and internal partners. Former Technical Implementations Analyst II at JPMorgan Chase and current Vice President at Citi, recognized for strengthening governance processes, optimizing client onboarding, and improving technical workflows. Skilled in API connectivity, testing, troubleshooting, and cross-functional collaboration with Product, Engineering, and senior leadership. Known for driving measurable improvements, enhancing client experience, and ensuring seamless technical delivery.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Vice President, CPMC Org PMO Charter Oversight
Citi
Tampa, FL
01.2025 - Current
- Partner with PMO teams to ensure alignment with governance standards, providing clear technical and operational guidance.
- Deliver data-driven insights and reporting to senior leaders, strengthening decision-making and risk awareness.
- Lead governance committees and prepare quarterly CAO/COO Book of Work attestation materials.
- Maintain and enhance the Org PMO Governance SharePoint site, improving accessibility of technical and governance documentation.
- Identify process gaps and recommend improvements that streamline workflows and enhance transparency.
- Active contributor to Citi’s Women’s Network, supporting mentorship and collaboration.
- Early Accomplishments:
- Designed and implemented a Remediation/Action Item tracking process improving accountability.
- Built a high-level Excel reporting tool enabling Directors to perform quarter-over-quarter analysis.
- Delivered recommendations that led to a new oversight process adopted across the organization.
Technical Implementations Analyst II, Commerce Solutions
JPMorgan Chase
Tempe, AZ
01.2021 - 01.2025
- Served as a technical consultant for clients integrating with Chase’s payment platforms, providing guidance on connectivity, APIs, and testing requirements.
- Directed client integration testing, reducing transition-to-production timelines by 20%.
- Streamlined demand queue management, reducing backlog by 15%.
- Collaborated with Product and Business Development to deliver tailored technical solutions that increased adoption rates.
- Resolved escalations within SLA, maintaining 100% compliance with Card Brand requirements.
- Supported integrations using Orbital Gateway, Tandem, and Stratus, ensuring seamless client connectivity.
- Technical Implementations Analyst I, Commerce Solutions 2018 – 2021
- Managed technical implementation cases, improving resolution speed by 20%.
- Reduced recurring client errors by 15% through SME-level support on connectivity and BIN file setup.
Fraud Operations Sr. Specialist II — Merchant Services
JPMorgan Chase
Arizona
01.2016 - 01.2018
- Investigated high-risk merchant cases, achieving a 98% resolution rate.
- Reduced financial exceptions by 10% through detailed agreement reviews.
- Redesigned workflows to improve merchant experience and reduce turnaround times.
Operational Support Analyst / Senior Client Service II
Chase Paymentech
Arizona
01.2011 - 01.2016
- Delivered training and coaching that improved team performance metrics by 25%.
- Resolved escalated cases, maintaining a 95% client satisfaction rating.
- Provided platform expertise on Orbital Gateway, Tandem, and Stratus to support merchant operations.
Client Service I
Chase Paymentech
Arizona
01.2010 - 01.2011
- Handled inbound calls and account updates with accuracy, supporting strong retention rates.
- Assisted with pricing and statement analysis to support client retention strategies.
- Served as a classroom mentor for new hires, accelerating onboarding success.
Skills
- Client Technical Consulting: Integration support, solution design, troubleshooting, onboarding, connectivity guidance
- Technical Knowledge: REST APIs, Open API Specs, OAuth20, mTLS, JavaScript, Cloud technologies, Network/Firewall fundamentals
- Platforms: Orbital Gateway, Tandem, Stratus
- Tools: Tableau, Splunk, Datadog, AWS, Microsoft Office, SharePoint
- Operations & Leadership: Escalation management, stakeholder communication, training/coaching, process optimization
- Soft Skills: Analytical problem-solving, de-escalation, executive communication, collaboration & inclusion
Accomplishments
Excel Advanced Certification (2025)
PMI Project Management Certification (2025)
Certification
- PMI Project Management Certification (2025)
- Excel Advanced Certification (2025)
Timeline
Vice President, CPMC Org PMO Charter Oversight
Citi
01.2025 - Current
Technical Implementations Analyst II, Commerce Solutions
JPMorgan Chase
01.2021 - 01.2025
Fraud Operations Sr. Specialist II — Merchant Services
JPMorgan Chase
01.2016 - 01.2018
Operational Support Analyst / Senior Client Service II
Chase Paymentech
01.2011 - 01.2016
Client Service I
Chase Paymentech
01.2010 - 01.2011