DHYALMA RUIZ
Kissimmee
Summary
Banking Operations and Process Documentation Specialist with over nine years of experience supporting Consumer and Small Business Banking operations within highly regulated financial environments. Experienced in researching and resolving complex operational issues, developing operating procedures, creating Quick Reference Guides (QRGs), documenting workflows, and partnering with cross-functional business units to improve operational consistency and efficiency. Recognized for exceptional attention to detail, operational excellence, strong analytical skills, and the ability to translate complex processes into clear, accurate documentation. Proven success managing competing priorities while maintaining compliance, quality, and production standards.
Overview
10
10
years of professional experience
Work History
Small Business Operations Servicing & Support Specialist (SBOSS)
Truist Bank
01.2022 - Current
- Research and resolve complex operational requests received from multiple Consumer and Small Business Banking lines of business while ensuring compliance with established policies and procedures.
- Perform detailed investigations, document findings, and implement appropriate corrective actions to resolve client and operational issues.
- Maintain accurate case documentation utilizing Salesforce and multiple banking platforms.
- Communicate effectively with leadership and business partners regarding production priorities, inventory, escalations, and operational concerns.
- Partner with internal business units to improve workflow efficiency and ensure timely resolution of escalated requests.
- Participate in enterprise task forces supporting Loan Research, Indirect Lending, and Client Advocacy initiatives.
- Train offshore teammates and provide procedural guidance to ensure consistency, quality, and operational excellence.
- Consistently exceeded quality expectations and earned a Distinctive Impact performance rating.
Business / Commercial Card Servicing
Truist Bank
08.2020 - 01.2022
- Researched account issues, resolved client inquiries, and ensured compliance with banking policies while consistently meeting production and service standards.
- Utilized multiple banking applications including TSYS, TS2, Mainframe ESP, and related systems to provide timely and accurate account servicing.
SWAT - Contact Center Situational Team
Truist Bank
07.2018 - 08.2020
- Cross-trained across multiple business lines including Loan Servicing, Mortgage, Consumer Credit Cards, Business & Commercial Cards, and Consumer Care.
- Quickly adapted to changing operational priorities while supporting departments requiring additional staffing and maintaining high service levels.
- Leveraged broad operational knowledge to resolve client issues across multiple banking functions.
Loan Servicing
Truist Bank
10.2016 - 07.2018
- Provided high-quality customer service while researching account issues and identifying opportunities to improve client satisfaction.
- Recognized as a top performer for operational excellence and service quality.
P-Card Payment Processing Specialist
Truist Bank
- Process supplier card payments while maintaining strict adherence to operational procedures, production deadlines, and quality standards.
- Authored the department's Acadia operating procedure, which leadership submitted for publication as the official operating procedure for the team.
- Developed and maintained Quick Reference Guides (QRGs), workflow documentation, and job aids to enhance teammate understanding and clarify processes.
- Collaborated with leadership during P-Card servicing transition into Commercial team by documenting workflows and facilitating knowledge transfer.
- Reviewed existing processes, identified documentation gaps, and recommended improvements that enhanced efficiency and standardized operational practices.
- Assisted with teammate training by providing procedural guidance and documentation support.
Education
Associate Degree - Criminal Justice
Interamerican University
Bayamón, Puerto RicoSkills
- Operating Procedure Development
- Process Documentation
- Workflow Analysis
- Process Improvement
- Quick Reference Guide (QRG) Development
- Knowledge Management
- Operational Excellence
- Cross-Functional Collaboration
- Compliance & Regulatory Awareness
- Research & Issue Resolution
- Risk Identification & Mitigation
- Quality Assurance
- Training & Knowledge Transfer
- Business Process Improvement
- Microsoft Office Suite
- Salesforce
- Mainframe
- TPOT
- CID
- AES
- Client Central
- AFS
- SHAW
- WPI
- DealerTrack
- CMOD
- Document Direct
- PPM
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
Accomplishments
- Authored the Acadia operating procedure that became the department's published standard operating procedure.
- Developed multiple Quick Reference Guides (QRGs) used for teammate training and daily operational support.
- Selected to train offshore teammates and support operational transitions.
- Participated in enterprise task forces supporting Loan Research, Indirect Lending, and Client Advocacy.
- Recipient of the 2018 Top Performer Excellence Award.
- Earned Distinctive Impact performance rating.
- Consistently recognized for quality, accuracy, collaboration, and operational excellence.
Systems
- Salesforce
- Acadia
- TSYS
- TS2
- Mainframe
- ESP
- TPOT
- ATF
- CID
- AES
- Client Central
- AFS
- SHAW
- WPI
- DealerTrack
- CMOD
- Document Direct
- PPM
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
Professional Highlights
- 9+ years of banking operations experience
- Author of published departmental operating procedure
- Creator of Quick Reference Guides (QRGs)
- Trainer for offshore teammates and knowledge transfer initiatives
- Distinctive Impact performance rating
- 2018 Top Performer Excellence Award
Timeline
Small Business Operations Servicing & Support Specialist (SBOSS)
Truist Bank
01.2022 - Current
Business / Commercial Card Servicing
Truist Bank
08.2020 - 01.2022
SWAT - Contact Center Situational Team
Truist Bank
07.2018 - 08.2020
Loan Servicing
Truist Bank
10.2016 - 07.2018
P-Card Payment Processing Specialist
Truist Bank
Associate Degree - Criminal Justice
Interamerican University