MAGDALENA RAMOS
Allentown,PA
Summary
Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills. Results-driven candidate with successful track record of providing administrative support in busy office environments. Adept at handling multiple projects and prioritizing tasks. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
Work History
BRANCH TEAM LEADER
Wells Fargo
08.2021 - Current
- Oversaw business transactions and practices to comply with regulations, bank policies, procedures and internal audit requirements.
- Managed the daily operations of the branch. Managed resources and staff, developing and attaining sales goals, delivering customer service, and growing the location's revenues.
- Trained and supervised employees on office policies and procedures.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Developed and implemented strategies to streamline office operations.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
Mortgage Underwriter
Wells Fargo
02.2018 - 08.2021
- Evaluated loan applications, determining creditworthiness, assessing risk and establishing loan conditions.
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
- Approved or denied loans based on established criteria and underwriting guidelines.
- Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
- Maintained mortgage program compliance with federal agencies such as VA, HUD, and FNMA.
- Worked with processing team members to communicate errors and obtain missing information for current applications.
- Collaborated with loan officers and processors to obtain additional information and resolve discrepancies.
- Created and implemented underwriting procedures and strategies to accurately and efficiently process loan applications.
BILINGUAL PERSONAL BANKER 2
Wells Fargo
01.2018 - 07.2021
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Verified customer identity and reviewed documentation for accuracy.
TEAM LEADER
Wells Fargo
10.2016 - 02.2018
- Implemented strategies to meet sales and service goals for long-term lines and short-term promotional products
- Addressed customer inquiries and concerns using extensive product knowledge
- Trained junior staff members in proven sales strategies and techniques
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Premier Phone Banker
Wells Fargo
04.2014 - 10.2016
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Evaluated viability of funding sources and destinations to proactively detect fraud.
Customer Service Representative
Wells Fargo
12.2012 - 04.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Quality Assurance Manager
Pfizer
03.2002 - 01.2012
- Performed root cause analysis to identify and resolve quality issues and defects.
- Created and maintained quality management systems to align with industry standards.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Monitored staff organization and suggested improvements to daily functionality.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Conducted risk assessments to identify and mitigate potential quality issues.
Education
Bachelor Degree - Finance
Pace University
New York, PA07.1999
Associates Degree - BUSINESS MANAGEMENT
Kings Borough Community College
Brooklyn, PA03.1996
Skills
- FHA Loan Process Knowledge
- Staff Evaluations
- Risk Management Expertise
- Regulatory Submissions
- Collections Actions
- Customer Satisfaction
- Resource Allocation
- Risk Assessment and Classification
- Excellent Team Leadership
- Financial Reporting and Analysis
- Branch Operations
- Strategic and Financial Planning
Timeline
BRANCH TEAM LEADER
Wells Fargo
08.2021 - Current
Mortgage Underwriter
Wells Fargo
02.2018 - 08.2021
BILINGUAL PERSONAL BANKER 2
Wells Fargo
01.2018 - 07.2021
TEAM LEADER
Wells Fargo
10.2016 - 02.2018
Premier Phone Banker
Wells Fargo
04.2014 - 10.2016
Customer Service Representative
Wells Fargo
12.2012 - 04.2014
Quality Assurance Manager
Pfizer
03.2002 - 01.2012
Bachelor Degree - Finance
Pace University
Associates Degree - BUSINESS MANAGEMENT
Kings Borough Community College
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