DONMARG WILLIAMS
Dover
Summary
Results-driven financial services professional with over 10 years of experience driving revenue growth, elevating client satisfaction, and optimizing financial operations. Recently enhanced my expertise with a Master’s in Information Systems Technologies Management, combining deep banking knowledge with cutting-edge digital skills. Proven leader in cross-functional team development, process improvement, and compliance enforcement. Known for building strong client relationships, mentoring high-performing teams, and delivering measurable business value through innovative, tech-forward strategies. Ready to bridge the gap between finance and technology in today’s fast-evolving digital landscape.
Overview
12
12
years of professional experience
Work History
Personal Banking Officer
Scotia Bank Jamaica
11.2015 - 08.2023
- Delivered client-focused banking solutions with a strong emphasis on user experience, process efficiency, and secure service delivery—skills directly applicable to IT service management.
- Trained and onboarded 10+ junior staff in system workflows and customer service protocols, demonstrating leadership in technical instruction and user support.
- Supported compliance and risk mitigation efforts as part of the bank’s Anti-Money Laundering (AML) team, applying strong attention to detail, policy enforcement, and regulatory systems.
- Leveraged data analysis and needs assessments to recommend personalized financial solutions, showcasing analytical thinking and solution-driven planning.
- Conducted product and service evaluations to identify improvement opportunities, paralleling systems analysis and user feedback loops in IT environments.
- Provided consultative support to clients, simplifying complex information and ensuring clear communication—core skills in technical support and client-facing IT roles.
- Led the rollout of an integrated one-stop service model, improving the customer journey through streamlined operations, mirroring principles of IT system integration and user-centric design.
Customer Service Officer
Scotia Bank Jamaica
07.2011 - 10.2015
- Processed customer transactions, including deposits, withdrawals, account openings, and payments with accuracy and compliance.
- Promoted and enrolled clients in digital banking services, increasing adoption through effective communication.
- Verified and recorded loan, mortgage, and utility payments using internal banking systems.
- Resolved customer inquiries, complaints, and account discrepancies with a focus on service and problem-solving.
- Handled confidential financial data and transactions using bank software, ensuring accuracy and secure recordkeeping.
Education
Master of Science - Information Systems Technologies Management & Management Information Systems
Wilmington University
Wilmington, DE01.2025
Bachelor of Business Administration - Finance, Human Resources
University of Technology
01.2011
Skills
- Client Relations
- Business Performance Improvement
- Budget Forecasting
- Database Management
- Training and Development
- Payroll Management
- SAP Account Management
- Strategic Planning
- Microsoft Office
- Financial Reporting
- Auditing
- Team Collaboration
- Strategic & Critical Thinking
Timeline
Personal Banking Officer
Scotia Bank Jamaica
11.2015 - 08.2023
Customer Service Officer
Scotia Bank Jamaica
07.2011 - 10.2015
Bachelor of Business Administration - Finance, Human Resources
University of Technology
Master of Science - Information Systems Technologies Management & Management Information Systems
Wilmington University
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