William Mosley (William Meza)
San Antonio,TX
Summary
Dedicated professional with a strong foundation in financial products and services, holding an Associate's Degree in Business and Entrepreneurship and currently pursuing a Bachelor's in Business Administration with a focus on Cyber Security and a Minor in Digital Forensics. Extensive experience in collaborating with management on leadership initiatives, specialty teams, and project management has resulted in a deep understanding of mortgage and banking products. Proficient in navigating the complexities of operations and regulations within the banking, lending, and cyber security sectors, complemented by valuable knowledge in auditing and control execution. A commitment to continuous learning and skill enhancement drives the ability to deliver exceptional service in dynamic environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Assurance Administrator
Wells Fargo
09.2024 - Current
- Led quality control initiatives to enhance compliance with regulatory standards.
- Developed and implemented testing protocols for software applications to ensure functionality and reliability.
- Collaborated with cross-functional teams to identify process improvement opportunities and drive operational efficiency.
- Conducted root cause analysis on defects, delivering actionable insights for product enhancement.
- Trained and mentored junior staff on quality control best practices and methodologies.
- Managed documentation of quality metrics and reporting to stakeholders for informed decision-making.
- Streamlined testing processes resulting in reduced cycle time while maintaining high-quality deliverables.
- Facilitated audits and inspections on controls and oversights, ensuring adherence to internal policies and external regulations.
- Performed risk assessments on potential control issues, allowing early identification and mitigation strategies that resulted in minimization of disruptions or delays.
- Reduced defect rates by promptly addressing issues found through meticulous attention to detail during testing phases.
- Evaluated new tools and methodologies to stay ahead of industry trends, ensuring the highest level of quality assurance possible for clients.
- Maintained thorough documentation of test results, enabling swift resolution of identified issues and continuous improvement efforts.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans through PGP and SHRP platforms.
Senior Customer Service Representative (PRT)
Wells Fargo
11.2021 - 09.2024
- Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team
- Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact.
- Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals.
- Interact with immediate team and communicate with other departments.
- Assist managers or supervisors on handling escalated inquiries or complaints.
- Research complex customer questions and concerns and follow up with resolution.
- Remediation and SHRP
- Project Management and Planning
- Disaster Trained
- SCRA Military Trained
Customer Success Representative
Wells Fargo
10.2020 - 11.2021
- Confer with customers by telephone to provide information about their checking, savings, CD accounts, close accounts, or obtain details of complaints, and warm transfer to the appropriate department.
- Check transactions, disputes, as well as actions taken.
- Refer unresolved customer grievances to designated departments for further investigation.
- Delivered exceptional customer service by addressing inquiries and resolving account issues efficiently.
- Assisted customers with banking transactions, ensuring accuracy and compliance with policies.
- Educated clients on digital banking tools, enhancing user experience and engagement.
- Collaborated with team members to streamline processes, reducing wait times for customers.
Customer Care Specialist
Harland Clarke
08.2020 - 10.2020
- Resolved customer inquiries through multiple communication channels, enhancing satisfaction and retention.
- Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
- Mentored junior team members on best practices in customer engagement and conflict resolution.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
Shift Manager
McDonalds
08.2019 - 08.2020
- Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner.
- Assign employees to specific duties.
- Investigate and resolve complaints regarding food quality, service, or accommodations.
- Maintain food and equipment inventories and keep inventory records.
- Perform some food preparation or service tasks such as cooking, clearing tables, and serving food and drinks when necessary.
Assistant Store Manager
Circle K
08.2018 - 08.2019
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Issue receipts, refunds, credits, or change due to customers.
- Take inventory or examine merchandise to identify items to be reordered or replenished.
- Stock shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Receive, open, unpack and issue sales floor merchandise.
- Compare merchandise invoices to items received to ensure that shipments are correct.
- Supervised daily operations to enhance customer service and optimize store performance.
- Developed training programs for new staff, improving onboarding efficiency and team cohesion.
- Analyzed sales trends to inform merchandising strategies, driving product placement effectiveness.
- Led staff meetings to communicate goals, foster collaboration, and boost team morale across shifts.
- Coordinated promotional events, increasing foot traffic and generating brand awareness within the community.
Education
BBA - Cyber Security
UNIVERSITY OF TEXAS
San Antonio, TX12.2025
AA - Business & Entrepreneurship
ALAMO COLLEGES
San Antonio, TX01.2024
Diploma - undefined
GOAL ACADEMY HIGH SCHOOL
Greeley, CO01.2017
Skills
- Banking/Lending Regulations & Operations
- Mortgage Systems
- Banking Systems
- SCRA
- SharePoint
- SHRP
- Remediation
- Tableau
- Mitigating Risk
- Project Management
- Microsoft Office Programs
- Windows Software
- Creativity
- Collaboration
- Adaptability
- Quality management systems
- Quality control tests
- Employee training
- Operations management
- Analytical problem solving
- Project management
- Audit coordination
Accomplishments
- Future Leaders Class for high performers
- Subject Matter Expert in Quality Control
- Proactive Resolution Team (PRT)
- ACED initiative for remediation in Mortgage
- Efficiently helped resolve self identified issues after risk assessment of controls
Certification
- TABC Certification
- Food Handlers Certification
Timeline
Quality Assurance Administrator
Wells Fargo
09.2024 - Current
Senior Customer Service Representative (PRT)
Wells Fargo
11.2021 - 09.2024
Customer Success Representative
Wells Fargo
10.2020 - 11.2021
Customer Care Specialist
Harland Clarke
08.2020 - 10.2020
Shift Manager
McDonalds
08.2019 - 08.2020
Assistant Store Manager
Circle K
08.2018 - 08.2019
AA - Business & Entrepreneurship
ALAMO COLLEGES
Diploma - undefined
GOAL ACADEMY HIGH SCHOOL
BBA - Cyber Security
UNIVERSITY OF TEXAS