Kim Thornton
Winston,GA
Summary
Accomplished Quality Assurance Analyst at Wells Fargo, leveraging critical thinking and test planning to enhance quality processes and assurance controls. Excelled in mentoring, fostering a culture of improvement and efficiency. Demonstrated consultative support and issue resolution skills, significantly contributing to team success and regulatory compliance.
Overview
24
24
years of professional experience
Work History
Quality Assurance Analyst
Wells Fargo
08.2015 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proven ability to learn quickly and adapt to new situations.
- Inspected items and compared against standards to meet regulatory requirements including fair lending and UDAP.
- Trained and coached existing and new employees on multiple investigative case types and internal control processes.
- Conducted data review and followed standard practices to find solutions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
Banking Branch Manager
Wells Fargo
02.2014 - 08.2015
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Maintained friendly and professional customer interactions.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Complied with regulatory guidelines and requirements.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Developed strategic plans for day-to-day financial operations.
Banking Service Manager
Wells Fargo
02.2002 - 02.2014
- Developed strategic plans for day-to-day financial operations.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Complied with established internal controls and policies.
- Supported financial director with special projects and additional job duties.
Bank Teller
Wells Fargo
07.2000 - 01.2002
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Audited fellow teller currency to contribute to dual-control procedures.
- Sold and cross-sold bank products to new and existing customers.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Identified sales opportunities and referred customers to branch partners in financial services.
Education
Business
Kennesaw State University
Kennesaw, GAModel High School
Rome, GASkills
- Internal Audit Frameworks
- Risk-based Assurance
- Quality Assurance Controls
- Improvement Recommendations
- Deductive Reasoning
- Group Presentations
- Critical thinking abilities
- Consultative support
- Issue Resolution
- Mentoring and training
- Microsoft Suite
Timeline
Quality Assurance Analyst
Wells Fargo
08.2015 - Current
Banking Branch Manager
Wells Fargo
02.2014 - 08.2015
Banking Service Manager
Wells Fargo
02.2002 - 02.2014
Bank Teller
Wells Fargo
07.2000 - 01.2002
Business
Kennesaw State University
Model High School
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Scott MorrisScott Morris
Senior Paint Engineer at Magna International CorporationSenior Paint Engineer at Magna International Corporation