Michelle Ramirez
Cape Coral,Florida
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
CSR / Assistant Branch Manager (Trainee)
Sanibel Captiva Community Bank
04.2020 - Current
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery for platform and teller employees.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
Relationship Manager
Bank Of America
04.2019 - 04.2020
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Maintained knowledge on banking products and distribution to provide optimal service support.
Member Service Representative
Mid Florida Credit Union
01.2014 - 04.2019
- 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.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Informed customers of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit.
- Backed up teller team by handling needs of new and existing customers at main counter.
Personal Banker II
Wells Fargo Bank, N.A.
01.2009 - 01.2014
- 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.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Followed up with customers to gather feedback and provide additional assistance.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
Education
No Degree -
Associate of Arts - Business Administration
Wilson University
Elk Grove, CA12.2023
Skills
- Time Management
- Computer Proficiency / Microsoft Office
- Communication Skills
- Organization
- Adaptability
- Customer Service
- Problem-solving
- Coaching and Mentoring
- Emotional Intelligence
Languages
Spanish
Native or Bilingual
American Sign Language
Limited Working
Additional Information
The Rock Church of Fort Myers
Director of Bible Study Development Trainer for leadership team in my local church, my role is to teach students, provide references, share tools, learn best practices, and empower others to become self starters. I do this locally and also travel to other organizations and lead seminars, teaching expos, and offer mentorship and coaching.
Director of Translation Department Organize and lead groups of skilled translators to provide assistance to guests that speak Spanish, Creole, and American Sign Language. Set up schedule and follow up for services, conferences, and special events.
Finance Department Trusted worker for my local church, I assist in counting and processing tithe and offering monies. Detailed data entry and process weekly deposits for the church.
Timeline
CSR / Assistant Branch Manager (Trainee)
Sanibel Captiva Community Bank
04.2020 - Current
Relationship Manager
Bank Of America
04.2019 - 04.2020
Member Service Representative
Mid Florida Credit Union
01.2014 - 04.2019
Personal Banker II
Wells Fargo Bank, N.A.
01.2009 - 01.2014
No Degree -
Associate of Arts - Business Administration
Wilson University
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