Michael J. Ramirez
San Antonio,Texas
Summary
Dedicated Financial Institute professional with history of exceeding company goals utilizing consistent and organized practices. Expertise in data analysis and exceptional interpersonal skills while working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Senior Quality Assurance Administrator
Randstad – Wells Fargo
Remote
03.2021 - 01.2022
- Conduct in-depth investigations on wide range of internal fraud and misconduct activity allegations reported against employees across any format of client interaction for all account types.
- Analyze all accounts and document findings for any possible policy or procedural breach, expressed or not expressed in allegation, to support case decisions and conclusions. Display all crucial data discovered during case analysis to reveal any previous history or trends of misconduct.
- Finalize research and assessment of 15-20 cases per week by providing all prudent legal documents, account notes, and transaction history identified during investigation in completed case file.
- Closure of case 5-10 cases per week without further routing is warranted based on substantiated data and sound judgment.
KYC Analyst Officer
Citibank - Commercial KYC Onboarding
San Antonio, TX
01.2018 - 12.2020
- Gathered, organized, evaluated and completed 17-25 KYC records per month to make accurate risk assessments of current commercial operations including high risk and EDD for SPF when needed.
- Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution based on CIP, FINCEN or negative news findings.
- Worked through multiple projects as POC, including creating procedures, running walk through meetings, and then being SME for all moving forward
- Ensure quality and coaching needs for team are identified and addressed
- Selected through internal interviewing process to Business Readiness Team, group made for special projects specific to cascading updated procedural information, holding collaborative compliance meetings.
Fraud Supervisor/Team Lead FSU-MCU/Team Lead IRU
Citibank - Fraud Call Center Department
San Antonio, TX
08.2013 - 01.2018
- Supervise team of 20 employees, managing production while acting as SME answering questions and handling escalated issues.
- Managed offshore new hires, monitoring calls and providing feedback to help strengthen skills of vendor agents.
- Mitigate loss exposure by communicating efficiently with Financial Centers, and other necessary lines of business including SAR review.
- Work alongside Operations Management to improve operations and strategize for best results.
- Selected to support special projects including Account Take Over, escalated client complaint calls or VIP emails.
- Facilitate team meetings, set team goals and create positive atmosphere for team members to achieve set goals and standards.
- Work with different levels of senior and operation management implementing updates for quality or policy and procedures.
Telephone Auditor
The Hartford Insurance
San Antonio, TX
06.2003 - 06.2013
- Efficiently performed employee audits for worker’s compensation, general liability, and payroll by obtaining and utilizing forms such as 941’s, 1099’s and P&L’s
- Analyze payroll and revenue discrepancies to validate proper classifications
- Effectively resolved discrepancies on audit adjustments
Education
High School Diploma -
William Howard Taft
San Antonio06.2000
Skills
- Excellent verbal and written communication skills
- Detail-oriented and efficient in providing exceptional analytical skills proven over multiple platforms
- Quick learner, eager to further all knowledge base and skills without supervision as well as prioritize workload to meet critical/shortened deadlines
- Established proficiency in management of small to medium sized projects to completion while simultaneously executing normal workday functions
- Results driven achiever, with proven ability to communicate/coordinate with senior management and leaders
- Proficient in Lexis Nexus, Clear, SalesForce, Workday, and Microsoft Works
Timeline
Senior Quality Assurance Administrator
Randstad – Wells Fargo
03.2021 - 01.2022
KYC Analyst Officer
Citibank - Commercial KYC Onboarding
01.2018 - 12.2020
Fraud Supervisor/Team Lead FSU-MCU/Team Lead IRU
Citibank - Fraud Call Center Department
08.2013 - 01.2018
Telephone Auditor
The Hartford Insurance
06.2003 - 06.2013
High School Diploma -
William Howard Taft
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