Mishala Davis
Parker,CO
Summary
Motivated, seasoned & loyal professional with 28 years of Banking experience and 10 years in Audit/Quality Assurance. Detail-oriented team player with strong organizations and problem solving skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Business Execution | Operational Risk Consultant
Wells Fargo Bank, N.A.
07.2015 - Current
The Conduct Management Quality Program is a multifaceted department focused on designing reviews that minimize risk, improve quality and ensure compliance within the control/business procedures, policies and regulatory requirements.
- As part of the lead responsibilities, I conduct 50 to 75 second level reviews each month to monitor the adequacy of work completed by 7 junior testers.
- Partner with 10 plus Line of Business managers to obtain acknowledgements to errors cited & resolve disputes/escalations. The acceptance rate of the errors cited each month ranges between 90%-95%.
- Lead and assist in developing new testing strategies and methodologies.
- Conduct root cause analysis to identify underlying causes of operational failures or inefficiencies.
Regional Services Senior Consultant
Wells Fargo Bank, N.A.
04.2006 - 07.2015
Responsibilities include day-to-day consulting and performing proactive assessments of current practices that were observed/identified during monthly on-site visits to the 15 branches I supported.
- Drafted monthly audit findings and recommendations for Branch Management that included what to start, stop or continue in order to stay compliant and remain best in class.
- Collaborated with my peers, managers and District Managers to find, monitor and share solutions to areas of opportunity that are trending across the region.
- Created tools and lead projects to address areas of opportunity with sales, customer service & operations.
- Responsible for ensuring my branches were audit ready & received a passing score. My pass rate ranged between 90%-95%.
Service Manager 2
Wells Fargo Bank, N.A.
01.2002 - 04.2006
Primary duties entailed hiring teller line employees, developing a highly engaged and successful team capable of achieving monthly sales goals, providing a high level of customer service and performing within the cash balancing guideline standards.
- Managed a team of 11 employees and served as an assistant to the Branch Manager.
- Closely partnered with the Regional Services Consultant to ensure the branch stayed within compliance and remained audit ready.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Increased overall revenue by providing coaching to my team on how to cross selling additional services and products that would benefit our customers.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Skills
- Experienced in creating and following risk mitigation strategies
- Foster interpersonal skills
- Ability to work effectively with all organizational levels remotely or in person
- Skilled in exercising independent judgment to identify and resolve problems
- Qualified in meeting and exceeding business goals and objectives in a high stress and fast paced environment
- Advanced analytical and problem-solving skills with the ability to anticipate risk and identify root cause
- Proficiency with Microsoft Office applications
- Excellent organizational skills with high attention to detail and accuracy
Accomplishments
- Collaborated with a team of 2 in building a brand new Quality Assurance Program responsible for ensuring the Allegation Management Teams remained in compliance & mitigated risk.
- In 2019, I created a Second Level Review process that was widely adopted by many groups under the Program Director. This process was designed to compile review feedback each month & identify trends in order to enhance team performance.
- As a Regional Services Senior Consultant, I provided operational oversight to 14 locations and held a 90% success rate in meeting key performance impact goals related to losses and passing the yearly bank audits.
- As a Service Manager, my turnover rate was less than 10% year over year and 90% of the turnover was due to my staff being promoted to banker roles.
Certification
In progress of completing the Internal Audit Practitioner (IAP) certification.
Timeline
Business Execution | Operational Risk Consultant
Wells Fargo Bank, N.A.
07.2015 - Current
Regional Services Senior Consultant
Wells Fargo Bank, N.A.
04.2006 - 07.2015
Service Manager 2
Wells Fargo Bank, N.A.
01.2002 - 04.2006