Summary
Overview
Work History
Education
Skills
Timeline
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Leticia Ramirez

South Houston

Summary

Dynamic professional with extensive experience in banking and customer service, notably as an Assistant Branch Manager at First Convenience Bank. Proven track record in team development and operational excellence, leveraging strong problem resolution and relationship-building skills to enhance customer loyalty and drive sales growth. Bilingual communicator dedicated to service excellence.

Overview

11
11
years of professional experience

Work History

Assistant Branch Manager

First Convenience Bank
12.2019 - 04.2025
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.

Customer Service Representative

American Cash Advance Inc.
12.2018 - 01.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Representative

PLS Financial Services
11.2013 - 09.2018
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Education

Pasadena High School
Pasadena, TX
06-1994

Skills

  • Banking
  • Operations management
  • Team development
  • Data entry
  • Active listening
  • Customer service
  • Relationship building
  • Problem resolution
  • Computer proficiency
  • Payment processing
  • Microsoft outlook
  • Staff training
  • Sales expertise
  • Fluent bilingualism

Timeline

Assistant Branch Manager

First Convenience Bank
12.2019 - 04.2025

Customer Service Representative

American Cash Advance Inc.
12.2018 - 01.2019

Customer Service Representative

PLS Financial Services
11.2013 - 09.2018

Pasadena High School

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