Sr Analytics Specialist

Gregory Ward

Charlotte, NC *****

(c)704-***-****

*******.*.****@**********.***

*********@*****.***

Professional Summary

19+ years of comprehensive and well-diversified financial services experience

MBA degree in Human Resource Management

Bachelor of Science in Marketing

8+ years of Reporting & Analytical experience

Experience working with Third Party Vendors

Creative thinker that works efficiently in fast-paced call center environments, while producing quality results

Well versed on compliance agencies, regulatory & employment laws

Professional Experience

Wells Fargo Bank, Charlotte, NC Jan. 2001- Present

Senior Analytic Specialist-Data Management & Insights

July 2012 to Present

Support 1WF and TOTH work in monthly runs to include OOV work, for the yearly refresh including uncategorized and categorized accuracy work, emerging issues and ad hoc requests

Provide support to the onboarding process of the EGS candidates by providing a presentation on the Categorization tool providing an illustration on the process to categorize unstructured data

Collaborate with HR group using text analytic solutions to determine trends that support the on-boarding, exit interviews, training and talent movement initiatives

Root cause analysis experience; exposure to digging into operational and customer feedback data

Validate and report all discrepancies uncovered during UAT initiatives on the Customer Listening tool

Maintains confidentiality of sensitive data

Treasury Associate II

October 2007 to July 2012

Provided consultative guidance advice to clients on system or processes related to payroll issues on ACH direct deposit payments, reversals, garnishments, deletions and payroll non-receipt

Proactively worked with the business line managers to strategize and prioritize key project opportunities and then successfully convey them to project participants

Trained corporate customers on navigation process through CEO portal on report retrievals, user id’s, tokens or to initiate wires

Participated in multiple special projects simultaneously

Knowledgeable on an array of cash management products which include Cash Vault, Lockbox, Wires & Account Analysis

Experience working with Third Party vendors: Garda, Loomis and First Data.

Experience working on case management tools

IRA Account Maintenance Associate

March 2006 to October 2007

Performed account maintenance functions such as: POA changes, IRA distributions, closing accounts and delinking brokerage account activities

Provided coaching support to outsourced employees on mainframe systems, products, policy and procedures

Collaborated with Senior Management and Legal department regarding Deceased Estate projects to ensure compliance with federal and state laws regarding due diligence, audit requirements and data integrity

Provided 100% Quality Customer Service

Operations Specialist February 2004- March 2006

Met daily Security Exchange Commission and Federal Reserve guidelines pertaining to providing the most effective method to pay or return items on Asset Management accounts and trading activities

Delivered reports based on defined departmental guidelines

Provided quality customer service by researching and responding to all internal and external inquiries promptly and professionally

Fraud Specialist March 2002- February 2004

Consistently documented cost control ideas and process improvements

Identified, tracked and reported trends on compromised accounts per risk management guidelines

Provided feedback and recommendations to fraud investigators regarding the disposition of cases as moderate risk, complexity or exposure to ensure the Bank would not have a loss in net profits

Knowledgeable on an array of different tools including case management systems-PROS

Provided 100% Quality Customer Service

Client Services Representative January 2001- March 2002

Analyzed Asset Management and IRA brokerage accounts, conducted research, initiated problem resolution and follow ups with internal and external clients to exceed customer expectations

Assisted on various group projects to help reach Service Partner Agreements

As first point of contact, answered and processed requests/inquiries from customers via phone, Kana system, voicemail, fax, etc. with a first call contact resolution goal

Education

MBA, Human Resource Management

Strayer University, Charlotte, North Carolina

Bachelor of Science, Marketing

Dominican College of Blauvelt, Blauvelt, New York

Technical Skills

Microsoft Office: Excel, Word, PowerPoint, Python, SQL, Service View, Beta, Mobius & Reporting Tools

Professional Affiliations

Charlotte Area Liaison Group (CALG)

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