Shontel Thompson-Williams
Morrisville,North Carolina
Summary
Dedicated Financial Analyst with over 7 years of experience in the banking industry, adept at conducting detailed financial analyses, implementing effective controls, and facilitating customer success. Proven track record in training and mentoring teams, managing projects, and improving operational efficiency. Committed to leveraging financial expertise to drive strategic decision-making and enhance customer satisfaction.
Overview
9
9
years of professional experience
Work History
Financial Analyst
Apple
Cary, NC
09.2023 - Current
- Conduct detailed financial analysis to identify and evaluate changes in operations, trends, and potential areas of improvement
- Implement effective internal controls, reducing financial misstatements by 20%
- Process customer escalations with a 95% resolution rate within target timelines
- Develop innovative solutions to complex issues, enhancing customer satisfaction by 15%
- Lead cross-functional projects, achieving a 25% improvement in process efficiency.
Teller/Client Services Support
Pacific Western Bank
Durham, NC
07.2022 - 09.2023
- Supported client services by preparing documents for new accounts and treasury management
- Processed transactions and maintained account documentation with a 99% accuracy rate
- Enhanced the support knowledge base, reducing issue resolution time by 30%
- Conducted training sessions for new hires, improving onboarding efficiency by 20%.
Loan Documentation Specialist
Wells Fargo
Raleigh, NC
03.2021 - 07.2022
- Managed data entry and repossession administration, ensuring compliance with policies
- Resolved complex issues with a 90% first-contact resolution rate
- Collaborated with various departments to streamline processes, decreasing processing time by 25%.
Account Resolution Specialist
Wells Fargo
Raleigh, NC
02.2020 - 04.2021
- Negotiated repayment terms for delinquent accounts, achieving a 75% recovery rate
- Provided exceptional customer service, reflected in a 10% increase in customer satisfaction scores
- Analyzed reports to identify trends and implement process improvements, reducing delinquency rates by 15%.
Detection & Investigation Analyst Lead
PNC
Rocky Mount, NC
04.2017 - 05.2020
- Led investigations into potential fraud, minimizing losses by 30%
- Trained and mentored junior staff, improving team performance metrics by 20%
- Conducted quality control reviews, ensuring adherence to standards and reducing errors by 25%.
Retention Agent
CenturyLink
Tarboro, NC
12.2015 - 04.2017
- Retained customers through effective problem resolution and upselling, reducing churn by 20%
- Collaborated with technical teams to resolve issues, improving customer retention by 15%.
Education
Information Technology Candidate -
Durham Technical College
Durham, NC12.2024
Nursing -
Fayetteville State University
Fayetteville, NC05.2013
Skills
- Financial Analysis
- Project Management
- Customer Service Excellence
- Data Analysis
- Training & Facilitation
- Risk Mitigation
- Process Improvement
- Cross-Functional Collaboration
- Microsoft Office Proficiency
- Project Planning
Samplemetrics
- Training Success, Improved onboarding efficiency by 20%, reduced issue resolution time by 30%.
- Project Management, Achieved a 25% improvement in process efficiency, led projects reducing processing time by 25%.
- Customer Success, Enhanced satisfaction by 15%, maintained a 95% resolution rate for escalations within target timelines.
Timeline
Financial Analyst
Apple
09.2023 - Current
Teller/Client Services Support
Pacific Western Bank
07.2022 - 09.2023
Loan Documentation Specialist
Wells Fargo
03.2021 - 07.2022
Account Resolution Specialist
Wells Fargo
02.2020 - 04.2021
Detection & Investigation Analyst Lead
PNC
04.2017 - 05.2020
Retention Agent
CenturyLink
12.2015 - 04.2017
Information Technology Candidate -
Durham Technical College
Nursing -
Fayetteville State University