Jissel Ramos
Pembroke Pines,FL
Summary
Results-oriented professional with experience in retail management, customer service, sales and risk management (AML and OFAC procedures). Demonstrated ability to lead teams, maximize customer satisfaction and increase store profits while also assessing high risk and maintaining operational excellence. Adept at problem-solving and developing successful strategies to exceed goals. Reliable Store Supervisor with 10 years of banking experience and 6 years of experience supervising and managing a team.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Teller Manager / Store Supervisor
TD Bank
03.2022 - Current
- Enhanced customer experience through attentive service and prompt resolution of issues.
- Streamlined store operations for increased productivity by establishing clear work procedures and staff responsibilities.
- Boosted sales performance with targeted marketing strategies and in-store promotions.
- Developed a positive work environment by fostering teamwork, providing regular feedback, and acknowledging employee accomplishments.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Enhanced regulatory compliance by developing and implementing comprehensive policies and procedures.
- Reduced the risk of financial penalties by conducting thorough internal audits on a regular basis.
- Trained new team members on relevant regulations, policies, procedures, and best practices in AML and sanctions screening.
- Assisted with regulatory reporting requirements by compiling data on key performance indicators and trends.
- Provided subject matter expertise on AML and sanctions-related issues during internal meetings and external presentations or conferences.
- Maintained up-to-date knowledge of regulatory changes impacting the financial industry''s compliance landscape.
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Collaborated with team members to streamline processes and improve overall client experience.
- Ensured compliance with industry regulations and company policies while serving clients'' best interests.
- Enhanced operational efficiency by streamlining processes and implementing innovative solutions.
- Reviewed internal systems regularly for potential inefficiencies or gaps in functionality that could impact overall performance.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Financial Service Associate- Float
TD Bank
10.2021 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Providing all teller and customer service (personal banker) services while delivering the upmost exceptional service through out the greater Miami-Dade Region.
- Responsible for helping other stores with supervisor authority in their day to day activities
CSR I & Senior Customer Service Representative II
TD Bank
01.2017 - Current
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Full knowledge of all products and services offered by the bank and its referral process
- Full store access to alarm codes and store access keys for store opening and closing procedures
- Effectively sold and cross-sold the bank's products and services
- Discussed Personal savings and Personal/ Business checking accounts as well as loans, interest rates, minimum balance requirements in order to determine customer needs and preferences
- Coached tellers on their referral opportunities
- Received, resolved and responded to customer telephone, written and in-person inquiries and problems.
- Remained up to date and adhered to all company policies, procedures, practices, and programs
- Full knowledge on account opening procedures for Personal and Business accounts
- Full knowledge on Personal Loan application process and referral process for Mortgage and Investment Specialists
- Responsible for giving other members of the Store Supervisor Overrides
- Responsible for outbound calls to customers for referral making and to ensure customer satisfaction (SoCall)
Teller
TD Bank
05.2013 - Current
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Demonstrated competency and accountability with Store Operational Standards
- · Provided leadership, conflict resolution, process improvement and communication to the Teller line
Education
Miami Dade College
Miami, FLSkills
- Sales Strategies
- Inventory Management
- Customer Service
- Retail Operations
- NMLS
- Notary
- Delegation and Supervision
- Process and Procedure Development
- Superior Work Ethic
- Sales Leadership
- AML and OFAC basic training
Certification
NMLS
Notary Public
Languages
English
Spanish
Software
Microsoft Word, Excel and Power Point
References
- Paul Raun - Store Manager III - (305) 323-6518
- Brian Lopez - Assistant Store Manager (TD Bank; Miami, Fl)
- (954)347-0313
- Livan Ruiz - Amerant Bank
-(305)928-0953
References
References available upon request.
Timeline
Teller Manager / Store Supervisor
TD Bank
03.2022 - Current
Financial Service Associate- Float
TD Bank
10.2021 - Current
CSR I & Senior Customer Service Representative II
TD Bank
01.2017 - Current
Teller
TD Bank
05.2013 - Current
Miami Dade College