Edgar Ramos
Fontana,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated and organized with over 25 years of working with teams and high-pressure environments.
Overview
29
29
years of professional experience
Work History
Family Service Counselor
Oakdale Memorial Gardens
Glendora, CA
07.2023 - 09.2024
- Counseled individuals and families on crisis management and coping strategies.
- Collaborated with other professionals to ensure the best possible outcomes for clients.
- Guided clients through grief processes associated with traumatic events or losses.
- Assisted clients with selection of burial caskets, grave markers and service options.
- Attended interments to assist families and provide support.
- Helped make pre-need arrangements for forward-thinking customers.
- Gathered and completed legal and company paperwork.
- Conducted assessments of client needs.
- Contact families to go over all that cemetery offers.
Operations Manager
Supreme Lending/Pacific Sunbelt Mortgage
Ontario, CA
12.2022 - 02.2023
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Enforced federal, state, local and company rules for safety and operations.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Published customer satisfaction results from feedback forms and correspondence.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Delegated work to staff, setting priorities and goals.
Operations Manager
Finance of America/Pacific Sunbelt Mortgage
Ontario, CA
05.2016 - 12.2022
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Developed key performance indicators to measure effectiveness of operational processes.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Managed scheduling, training and inventory control.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Addressed customer concerns with suitable solutions.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Presented performance and productivity reports to supervisors.
- Enforced federal, state, local and company rules for safety and operations.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Collaborated with team leaders on quality audits.
- Supported accident investigations and prepared related paperwork.
- Controlled departmental facilities use and approved requests for repairs or improvements.
- Collected customer fees, managed refunds and provided complete sales documentation.
- Generated performance and labor strategies to compete in new and existing markets.
- Engaged with existing and potential clients to gain insight into needs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Formed and sustained strategic relationships with clients.
Closing Manager
First Mortgage Corporation/Freedom Mortgage
Ontario, CA
07.1995 - 05.2016
- Ensured adherence to all closing procedures and policies.
- Collaborated with escrow officers, lenders, buyers and sellers to facilitate successful closings.
- Prepared closing documents such as deeds, mortgages, notes, affidavits and settlement statements.
- Conducted title searches to verify legal ownership of property.
- Reviewed loan documents for accuracy prior to closing.
- Reviewed title insurance policies prior to closings to ensure accuracy.
- Organized paperwork for each transaction in accordance with lender requirements.
- Processed post-closing documentation including deed recordings and loan disbursements.
- Performed quality control checks on completed files prior to submission for review by underwriters or attorneys.
- Supervised daily operations by establishing procedures and monitoring team performance.
- Collaborated with other managers to deliver consistent leadership across teams.
- Hired, trained and guided closers to improve productivity and sales.
- Guided team to consistently achieve daily, weekly and monthly production goals.
- Maximized team morale and minimized turnover by recognizing performance and reinforcing positive choices.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Worked with processors and underwriters to complete necessary documents.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Prepared staff work schedules and assigned team members to specific duties.
Education
High School Diploma -
Garey High School
Pomona, CA06-1995
Skills
- Sales expertise
- Grief counseling
- Memorial coordination
- Advanced arrangements
- Burial planning
- Family Support
- Service planning
- Excellent Communication
- Problem-Solving
- Time management abilities
- Conducting interviews
- Client Interviewing
- Active Listening
- Written Communication
- Task Prioritization
- Organizational Skills
- Client documentation
- Professionalism
- Customer Service
- Organizational Management
- Labor Relations
- Performance monitoring
- Health and safety compliance
- Process Improvement
- Planning and Implementation
- Microsoft Office expertise
- Systems implementation
- Customer relations specialist
- Contract Negotiation
- Multi-site operations
- Sales background
- Performance Evaluations
- Negotiations expert
- Onboarding and Orientation
- Staff Development
- Employee Motivation
- Contract review and recommendations
- Workforce training
- Staff Training
- Fluent in Spanish
- High-pressure environments
Accomplishments
- In 2009 I was awarded employee of the year.
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Family Service Counselor
Oakdale Memorial Gardens
07.2023 - 09.2024
Operations Manager
Supreme Lending/Pacific Sunbelt Mortgage
12.2022 - 02.2023
Operations Manager
Finance of America/Pacific Sunbelt Mortgage
05.2016 - 12.2022
Closing Manager
First Mortgage Corporation/Freedom Mortgage
07.1995 - 05.2016
High School Diploma -
Garey High School
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