Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jissel Ramos

Miramar,FL

Summary

Results-driven professional with 10 years of experience in retail banking, specializing in branch management, customer service, sales, and operational efficiency. Skilled in banking operations, including regulatory risk and compliance, quarterly and monthly audits, and daily operations management. Proven track record in leadership, customer satisfaction, and driving high team performance. Expertise in risk management (AML and OFAC compliance), with a strong ability to lead teams to exceed performance goals while ensuring operational excellence. Adept at driving store profitability, assessing and mitigating high-risk situations, and maintaining the highest standards of service. Reliable Store Supervisor with 6 years of leadership experience, focused on team development, continuous improvement, and achieving top-tier results.

Overview

12
12
years of professional experience

Work History

Payments Analayst

Hard Rock Digital
06.2024 - Current
  • Enhanced customer satisfaction by processing payments quickly and accurately, while addressing inquiries in a friendly and professional manner.
  • Reduced fraud risk by closely monitoring account activity for suspicious transactions and escalating concerns to the right teams when needed.
  • Maintained clear communication with clients regarding their payment needs, keeping accurate and up-to-date records for easy reference.
  • Proactively identified and prevented fraud by analyzing customer data and spotting unusual patterns to take preventive action.
  • Reviewed large volumes of data to uncover fraud trends and anomalies, helping strengthen security measures and prevent future issues.
  • Developed fraud prevention strategies by tracking cases and monitoring patterns, leading to a decrease in overall fraud risk.
  • Lowered fraud losses by implementing effective fraud detection systems and continuously monitoring trends to stay ahead of potential threats.
  • Quickly adapted to new technologies by learning and incorporating new software tools into daily processes to improve efficiency.
  • Fostered a collaborative team environment by sharing insights and best practices, promoting a culture of teamwork and continuous improvement.
  • Reduced payment errors by analyzing data for discrepancies and taking corrective actions to ensure accuracy in transactions.

Store Supervisor

TD Bank
03.2023 - 06.2024
  • Supervised a team of 12 employees and mentored other supervisors throughout the Market/Region to foster leadership development and enhance team performance.
  • Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
  • Managed daily operations by overseeing customer service, inventory, and sales activities to maintain efficient workflow and customer satisfaction.
  • Educated and trained staff to equip them with knowledge about products, customer service, and store policies, ensuring team competency.
  • Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain a positive brand reputation.
  • Maintained strong relationships with key clients by addressing their unique banking needs promptly and professionally.
  • Contributed significantly towards overall branch growth through exceptional leadership, strategic planning, and goal-setting.
  • Promoted a culture of continuous improvement by encouraging staff input on process enhancements and problem-solving initiatives.
  • Adapted quickly to changes in regulatory environments or market trends, ensuring consistent service quality and compliance.
  • Enhanced employee productivity with thorough training in banking regulations, products, and services, driving operational excellence.
  • Identified performance shortcomings and implemented process solutions to improve overall branch performance and efficiency.
  • Collaborated with senior management to develop strategic plans for improving branch performance and meeting business targets.
  • Fostered a positive work environment through team-building activities and open communication channels, boosting employee morale.
  • Oversaw branch staffing needs, including hiring decisions, scheduling, performance evaluations, and handling promotions or terminations.
  • Implemented fraud prevention measures to protect customers' accounts and safeguard the bank’s assets.
  • Streamlined bank operations for increased efficiency by introducing new policies and procedures to improve workflow.
  • Conducted regular audits to maintain the security of financial records, systems, and processes, ensuring compliance with regulatory standards.
  • Identified threats, vulnerabilities, and suspicious behavior patterns, recommending mitigation measures to enhance security.
  • Strengthened AML compliance by conducting thorough risk assessments and monitoring transactions for potential issues.
  • Contributed to the development and implementation of robust AML controls within the organization’s operational framework, ensuring adherence to regulations.
  • Maintained strict compliance with regulatory requirements, ensuring the bank’s adherence to industry standards at all times.
  • Reduced processing errors by conducting thorough audits and monitoring transactions regularly to maintain accuracy.
  • Facilitated communication between departments to streamline processes, improve collaboration, and foster teamwork.

Teller Manager

TD Bank
03.2022 - 03.2023
  • Promoted a positive work environment by fostering teamwork, open communication, and collaboration among staff, contributing to improved morale and productivity.
  • Built strong rapport with customers through active listening, leading to higher retention rates and consistently positive client reviews.
  • Resolved customer complaints with empathy, resulting in increased customer loyalty, repeat business, and positive feedback.
  • Enhanced customer satisfaction by swiftly resolving disputes, maintaining open communication, and ensuring high-quality service delivery.
  • Drove retail and commercial account growth, expanding the bank’s market presence and enhancing its competitive position through strategic outreach and relationship-building.
  • Successfully met multiple deadlines, managing time and priorities efficiently to complete tasks within set timeframes.
  • Effectively managed high-pressure situations, maintaining professionalism and resolving conflicts or disputes to ensure smooth operations and customer satisfaction.
  • Strengthened security protocols through regular audits, ensuring strict compliance with industry regulations and mitigating risks.
  • Improved interdepartmental communication to streamline information sharing on potential risks, enhancing overall operational efficiency.
  • Optimized resource allocation by analyzing workflow patterns, identifying inefficiencies, and implementing improvements to enhance daily operations.
  • Collaborated with cross-functional teams to drive operational excellence, optimize bank performance, and achieve strategic business goals.

Financial Service Associate

TD Bank
10.2021 - 03.2022
  • 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 - 10.2021
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • 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
  • Coached tellers on their referral opportunities
  • Remained up to date and adhered to all company policies, procedures, practices, and programs
  • Full knowledge on Personal Loan application process and referral process for Mortgage and Investment Specialists
  • Coordinated wire transfers accurately and securely, ensuring proper disbursement of funds throughout each transaction''s life cycle.

Teller I & Teller II

TD Bank
05.2013 - 01.2017
  • 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, FL

Skills

  • Team Leadership & Management
  • Sales Leadership & Growth
  • Bank Operations & Process Optimization
  • Risk & Regulatory Compliance (AML, OFAC)
  • Fraud Prevention & Security
  • Delegation & Supervision
  • Process & Procedure Development
  • Inventory & Asset Management
  • Customer Service Excellence
  • Time Management & Prioritization
  • Problem-Solving & Critical Thinking
  • Superior Work Ethic & Accountability
  • Notary Public

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Payments Analayst

Hard Rock Digital
06.2024 - Current

Store Supervisor

TD Bank
03.2023 - 06.2024

Teller Manager

TD Bank
03.2022 - 03.2023

Financial Service Associate

TD Bank
10.2021 - 03.2022

CSR I & Senior Customer Service Representative II

TD Bank
01.2017 - 10.2021

Teller I & Teller II

TD Bank
05.2013 - 01.2017

Miami Dade College

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Jissel Ramos