Kassandra I Ramos
San Antonio,USA
Summary
Organized and highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Motivated to obtain a level of a Branch Manager to help elevate my career growth while achieving company goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Branch Operations Associate Manager
Wells Fargo Bank, N.A.
San Antonio, TX
01.2024 - Current
- Model and lead an excellent customer experience
- Support manager in execution of mobile strategy
- Ensure tellers identify clues or leverage Next Best Conversations
- Plan My Day Connection
- One-On-Ones
- Observations and skill practice
- Coaching and feedback
- Utilize tools and resources to proactively plan staffing needs
- Elevate
- Support manager in execution of Behavior Framework to strengthen customer relationships
- Lead employees to complete teller and simple service transactions
- Follow Branch Banking Procedures
- Cloudcords
- Own customer issues from start to finish
- Capture and escalate customer complaints
- Support accurate and timely completion of control online tasks
- Ensure employees leverage resources and adheres to branch operational, security and risk processes
- Review, respond, and take action on all alerts, observations, and reporting
Branch Lead Designee(BLD)
Wells Fargo Bank, N.A.
San Antonio, TX
12.2020 - 01.2024
- Connect and personalize interactions while engaging in the lobby
- Staffing and schedule management
- Calendaring and appointments
- Huddles and meeting planning
- Plan My Day Connection
- Net promoter system
- Branch portal alerts
- Control online tasks
- Branch control review
- Branch supervision program alerts
- Approvals and escalations management
- Coaching and feedback
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided support and guidance to employees to maintain a collaborative work environment.
Associate Personal Banker
Wells Fargo Bank, N.A.
San Antonio, TX
10.2019 - 01.2024
- Connect and personalize with customers while discovering there needs to tailor options for them.
- Help customers open and close accounts, apply for credit cards, loans and make suggested financial decisions
- Offer and educate customers on convenient mobile and ATM options
- Use customer clues or conversations to make the appropriate recommendation or referral to bank partners
- Lobby engagement to deliver an excellent customer experience.
- Utilizing my tools CRV, Plan My Day, Discover Needs, and Click to Call to complete my daily task
- Build strong rapport with new and existing customers to better serve financial needs and build branch growth
- Build customer relationships by maintaining regular follow-up's and suggested opportunity calls
- Process domestic and international wires in compliance with banking best practices
- Open and close safe deposit box
- Identify and follow procedures for customer complaints
- Complete required risk and compliance training in a timely manner
Lead Teller
Wells Fargo Bank, N.A.
San Antonio, TX
04.2017 - 10.2019
- Connect and personalize interactions at the teller line while delivering an excellent customer experience
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Use customer clues or Solutions to make referrals to the most appropriate bankers
- Received and processed customer transactions, including deposits, withdrawals, loan payments, credit card payments, cashier checks and money orders
- Global remittance
- Balanced teller drawer and bank vault daily
- Managed supply of cash for the branch, including ordering cash from the vault as necessary.
- Prepared shipment to SA Vault
- Performed CTR and UAR reports
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Execute and deliver on learnings from Develop You training, coaching conversations and goals.
- Adhered to Branch Banking Procedures guidelines
- Identify and follow procedures for customer complaints
- Support completion of branch operational and control online tasks
- Understand and adhere to branch operational, security and risk processes
- Transaction approver
- Completed monthly audits on teller drawers
- Supervised and trained team of tellers, enhancing productivity and customer service skills.
- Resolved customer complaints in a timely manner while ensuring compliance with banking regulations.
- Retention
Teller
Wells Fargo Bank, N.A.
San Antonio, TX
12.2015 - 04.2017
- Connect and personalize interactions at the teller line while delivering an excellent customer experience
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Use customer clues or Solutions to make referrals to the most appropriate bankers
- Received and processed customer transactions, including deposits, withdrawals, loan payments, credit card payments, cashier checks and money orders
- Global remittance
- Balanced teller drawer and bank vault daily
- Prepared shipment to SA Vault
- Performed CTR and UAR reports
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Execute and deliver on learnings from Develop You training, coaching conversations and goals.
- Adhered to Branch Banking Procedures guidelines
- Identify and follow procedures for customer complaints
- Support completion of branch operational and control online tasks
- Understand and adhere to branch operational, security and risk processes
Education
High School Diploma -
Lanier High School
TXSkills
- Customer Service
- Teamwork
- Critical Thinking
- Relationship Building
- Branch Operations
- Self-Motivated
- Positive Attitude
- Banking Policies and Procedures
- Regulatory Compliance
- Fraud Detection and Prevention
- Problem Solving
- Honest and Dependable
- Teller Support
- Active listening
- Adaptability and flexibility
- Organizational skills
- New employee hiring
- Training and mentoring
Certification
Notary Public
Languages
- English, Professional
- Spanish, Professional
Timeline
Branch Operations Associate Manager
Wells Fargo Bank, N.A.
01.2024 - Current
Branch Lead Designee(BLD)
Wells Fargo Bank, N.A.
12.2020 - 01.2024
Associate Personal Banker
Wells Fargo Bank, N.A.
10.2019 - 01.2024
Lead Teller
Wells Fargo Bank, N.A.
04.2017 - 10.2019
Teller
Wells Fargo Bank, N.A.
12.2015 - 04.2017
High School Diploma -
Lanier High School