Shontel Thompson-Williams
Mansfield
Summary
Dynamic professional with 15+ years of experience in customer service, financial operations, and fraud analysis, including 10 years in banking. Skilled in training facilitation, curriculum development, process improvement, and business execution, audit analysis. Adept at collaborating with leaders and cross-functional teams to drive compliance, streamline workflows, and enhance performance metrics. Recognized for exercising independent judgment, leading teams, and delivering innovative solutions that meet business needs. Willing to relocate.
Overview
11
11
years of professional experience
Work History
Banking Center Operations Coordinator
First Horizon Bank
Dallas, TX
02.2026 - Current
- Coordinated cross-departmental communication to streamline operations and enhance workflow efficiency.
- Developed and implemented standard operating procedures to ensure compliance with regulatory requirements.
- Managed scheduling of resources and personnel, optimizing service delivery across multiple branches.
- Analyzed operational processes, identifying areas for improvement and recommending effective solutions.
- Conducted regular audits of operational practices, ensuring adherence to company policies and standards.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Ensured compliance with industry regulations, keeping accurate records and managing audits as required.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Oversee center cash operations including cashboxes, vault, ATM to ensure center cash is managed, balanced, and secured within the established limits following bank policy.
- Process client transactions accurately and efficiently and using sound judgment when providing approvals and overrides to safeguard against fraud and errors.
- Stay informed on operational updates and communicate critical policy, procedure, and compliance changes or alerts to the team.
- Manage access controls by ensuring proper dual control where applicable, and uphold secure handling of keys, combinations, and sensitive assets in accordance with bank procedures.
- Mitigate the bank's risk as outlined in the Compliance and risk management section below including assisting with cash audits and ensuring accurate record retention.
Customer Service Advocate
MetLife
Remote
06.2025 - 02.2026
- Facilitate onboarding support for new hires and assist with upskilling, leveraging strong communication and coaching skills.
- Respond to customer requests via phone/email, providing solutions aligned with compliance and business goals.
- Navigate multiple electronic systems to deliver integrated, accurate responses.
- Support product/service campaigns and special projects, exercising independent judgment to resolve moderate-risk issues.
- Remote
Financial Analyst II | Disputes Lead
Apple Via Apex Systems
Cary, NC
09.2023 - 09.2024
- Facilitated small and large group training sessions for peers on dispute resolution processes and compliance requirements.
- Analyzed root causes of transaction disputes and escalations, identifying opportunities for process improvement.
- Tracked and reported on overall business impact of disputes, recommending strategies to meet performance metrics.
- Partnered with Subject Matter Experts and leaders to align operations with business execution goals.
Teller Lead | Client Services Support
Pacific Western Bank
Durham, NC
07.2022 - 09.2023
- Developed and updated training guides for Tellers and New Account Representatives, enhancing onboarding and compliance processes.
- Facilitated hands-on training and coaching to improve team productivity and client experience.
- Conducted due diligence reviews, KYC analysis, and risk assessments to ensure compliance with regulatory standards.
- Collaborated with leadership to review and improve operational strategies, ensuring alignment with business objectives.
- Maintained accurate records of customer transactions in line with bank procedures.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
Loan Documentation Specialist II
Wells Fargo
Raleigh, NC
03.2021 - 07.2022
- Assisted with financial documentation and compliance reviews, providing training to new team members.
- Researched and analyzed client responses to identify areas of opportunity for business improvement.
- Partnered with senior leaders to review strategies and meet policy expectations.
- Proofread filenames, titles and submittal details to streamline submittal and avoid rejection.
- Evaluated current document processes, suggested methods for change and implemented successful improvements.
- Liaised with project teams, vendors and third parties on documentation flow, handover, and project close-out.
Account Resolution Specialist 2
Wells Fargo
Cary, NC
05.2020 - 03.2021
- Ensured quality customer experience while negotiating repayment terms on complex accounts.
- Collaborated effectively within a team and independently with minimal supervision.
- Diagnosed problems by asking targeted questions and provided timely solutions.
- Managed high-volume inbound and outbound calls to address account delinquencies.
- Delivered exceptional service with empathy, considering unique customer situations.
- Analyzed reports to identify trends and implemented process improvements.
- Mitigated risk by adhering to policies, procedures, and regulations.
- Resolved escalated collection inquiries and assisted with special project reports.
Detection & Investigation Analyst Lead
PNC Bank
Rocky Mount, NC
04.2017 - 02.2020
- Follow Standards and practices to mitigate fraud, AML, and other risk exposure
- .Reviews and investigates customer cases, reports and work for potential and actual loss.
- Responsible for filing dispute claims
- Collaborated with Operations, Training, and Marketing departments to implement new business initiatives.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Retention Agent
CenturyLink
Tarboro, NC
12.2015 - 04.2017
- · Makes outbound retention calls, resolves technical issues, manages open issues, answers customer questions, and mitigates risk.
- • Work in a fast-paced call center environment to make outbound retention calls to existing customers who have recently obtained and/or upgraded services on their account
- • Collaborate with downstream teams to resolve technical issues
- • Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
- • Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
- • Answer questions regarding billing, how a particular product works, what type of support is available, and so on
- • Agents required to have the ability to negotiate, influence and collaborate to build successful relationships
- • Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations
- • Refers more complex issues to a higher management
- • Customer service focus with the ability to listen to customer needs and recommend solutions.
- Built constructive customer relationships to improve loyalty and recommendations.
Education
Fayetteville State University
Fayetteville, NCHigh School Diploma -
Southwest Edgecombe High School
Fayetteville, NC06.2010
Skills
- Training Facilitation (In-Person & Virtual)
- Training Content Development & Documentation
- Business Execution & Strategic Planning
- Process Improvement & Root Cause Analysis
- Record Retention
- Compliance & Risk Management
- Leadership & Staff Coaching
- Advanced Microsoft Office (PowerPoint, Excel, Word)
- Tableau, iTOP ,CARS, iCMP, Dealertrack, SharePoint, NICE/Nexidia, Nucleus, Deathmaster, PEGA Testing, PACER, LexisNexis, PEGA Case Management
Accomplishments
- Employee of the Month, April 2024 – Recognized for outstanding performance, leadership, and dedication.
- Worked on Apple Pay Later project via contract.
- Passed annual operations audit for current banking center with prior audit failures. Audit score is noted as the highest score in banking center existence.
Timeline
Banking Center Operations Coordinator
First Horizon Bank
02.2026 - Current
Customer Service Advocate
MetLife
06.2025 - 02.2026
Financial Analyst II | Disputes Lead
Apple Via Apex Systems
09.2023 - 09.2024
Teller Lead | Client Services Support
Pacific Western Bank
07.2022 - 09.2023
Loan Documentation Specialist II
Wells Fargo
03.2021 - 07.2022
Account Resolution Specialist 2
Wells Fargo
05.2020 - 03.2021
Detection & Investigation Analyst Lead
PNC Bank
04.2017 - 02.2020
Retention Agent
CenturyLink
12.2015 - 04.2017
High School Diploma -
Southwest Edgecombe High School
Fayetteville State University