Miguel Angel Novoa Ruiz
Albuquerque
Summary
As I have worked in various different industries for over a decade now, I have learned and picked up many lessons along the way. I love to challenge myself and to grow not only individually but also help my team grow and succeed in order to best represent them. Since beginning my career in consumer banking here at BOK, I believe myself to be a dynamic, bilingual professional with a proven track record at BOK Financial, adept in risk mitigation and exceptional customer service. Through my time as a Corporate Security Operation Specialist, I have learned many new skills I believe can be of value to your team. I believe I am a forward-thinking specialist with discipline and expertise in different aspects of fraud investigative research and audit reporting. I am experienced in taking the proper fraud prevention measures in order to mitigate risk for BOK. I demonstrated great decision-making and problem-solving abilities, fostering positive work environments and achieving results through effective communication and teamwork. With my willingness to continue to challenge myself, learn, be coachable, and grow, along with my experience in Consumer Banking and Corporate Security and my current education accomplishments in criminal justice, I believe I can be a valuable asset to your team and be a great representation of what your team stands for.
Overview
10
10
years of professional experience
Work History
Corporate Security Operation Specialist
BOK Financial
03.2023 - Current
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
- Brain storm and find solutions to dividing work & case load in order to remain as efficient as possible with a small group while maintaining a positive work environment.
- Work efficiently within a small group to gather all requested information regarding pending investigations.
- Review & examine new business accounts with the goal of mitigating fraud and loss for BOK Financial(Bank of Albuquerque).
- Assist law enforcement with requested subpoenas on current or previous bank clients by identifying and providing all requested documents and available photos and video.
- Gather available photo and video of the suspect(s) involved in fraud case.
- Use Excel to create List of Events (LOE) containing all fraudulent transactions, photos, videos and calculate the expected loss for the bank.
- Communicate efficiently with inquiring departments within the Human Resources division such as Legal, Consumer Management, Financial Crimes Unit(FCU), Employee Resource Center (ERC), Card Services, branch managers & employee's & Corporate Security.
- Demonstrate great decision making ability, mitigate risk, appropriately escalate suspicious activity and concerns to the appropriate department.
- Assist Human Resources with reviewing employee performance and providing my findings of their performance.
- Conduct Risk Review Assessments on all branches ensuring employee's are following all standard practices and proper opening and closing procedures.
- Conduct cash vault review assessments on all bank cash vault's throughout the market ensuring all cash vault employee's are following standard practices and procedure.
- Efficiently provide security managers (SM) with detailed narrative reports over ongoing investigations and video requests.
- Initiate background check process by creating a cases containing all loan & client information and escalating to the appropriate security manager (SM).
- Assist Card Services with photos, videos, client information and detailed narrative reports over ongoing transaction dispute investigations.
Bilingual Expressbanker
BOK Financial
11.2021 - 03.2023
- Provided an exceptional & efficient client experience by answering inbound calls and/or chats and making outbound calls by connecting with the clients.
- Supported clients and families with empathy and compassion during difficult times.
- Confidently educated new and existing clients about bank services and consumer products that best serve the clients such as loans, deposit accounts, savings accounts, money market accounts, and CD's.
- Educated new and existing clients on new bank services that provide additional convenience such as online mobile banking, and other self-service options that enable clients to reach their financial goals.
- Participated in professional development through training, engaging in self-improvement initiatives as well as skill building activities with my supervisor in order to enhance product knowledge and identify areas of improvement.
- Confidently communicate and deescalate situations where clients may be upset and if needed, escalated phone calls to the appropriate supervisor for further assistance.
- Processed debit card orders for clients and providing requested documents such as E-statements and transaction reports.
- Initiated transaction disputes for clients in times of suspected fraudulent activity in clients account(s).
- Processed foreign currency exchanges for clients who were expecting to be traveling.
- Trained onboarding employee's until they felt comfortable enough to handle all expressbanker duties and standard practices by themselves.
Bilingual Client Experience Specialist
BOK Fiancial
06.2021 - 11.2021
- Provided clients with an exceptional and efficient client experience inside of the branch.
- Efficiently processed client deposits and withdrawals as well as loan payments and mortgage payments.
- Assisted clients in opening and closing a variety of accounts such as, checking accounts, savings accounts, money market accounts, CD's, business accounts, and safety deposit boxes.
- Kept organized records of all client provided documents after the account opening process.
- Confidently deescalate tense situations when clients may be upset while also maintaining exceptional client experience.
- Engaged in regular coaching with branch manager in order to identify areas of improvement and participated in professional development by completing monthly trainings and skill building activities.
- Brainstormed and collaborated with other personal bankers in order to find solutions to further improve the client experience.
- Participated in daily opening and closing procedures in order to mitigate the risk of fraudulent activity with branch ATM's and mitigate the risk of branch robbery.
Wireless Sales Expert
Wireless Advocates
11.2019 - 06.2021
- Consistently met and exceed sales quota month after month.
- Executed company guiding principles in interactions to exceeding standards and expectations for sales and customer service.
- Promoted quality customer service by executing follow up procedures.
- Performed administrative duties, replenished stock, answered phones and filed paperwork.
- Educated guests on policy terms, simplifying technical aspects of service contracts to increase guest comprehension and achieve greater customer satisfaction.
- Answered guest questions and walked through features of wireless devices to resolve confusion about device features.
- Researched and analyzed monetary figures involved in monthly subscription plans and explained commitments and charges to interested guests.
- Implemented company guiding principles to interact with co-workers, building friendly and productive team environment without conflict.
- Executed company sales system in interactions with guests, following procedures to increase sales numbers and customer satisfaction levels.
- Acted in accordance with company SOPs and deferred to managers with questions on operations procedures to maintain smooth workflow.
- Remained up-to-date on both Apple and Android wireless devices in order to promote latest technology.
- Resolved wireless problems quickly and efficiently by serving as liaison with support team.
- Evaluated consumer wireless usage and detailed current promotions and services to fit needs.
- Modeled professionalism while working with team members to deliver results.
- Engaged in friendly conversation with customer to better uncover individual needs.
Panda Express Associate
Panda Express
01.2017 - 11.2019
- Worked varied hours to meet seasonal and business needs.
- Greeted customers and offered assistance for increased customer satisfaction.
- Managed customer relations through communication and helpful interactions by connecting with clients.
- Trained and mentored junior staff on customer service strategies and techniques.
- Cooked and served all customer requested dishes and entrees while providing exceptional customer service.
- Would routinely handle lobby cleaning duties in order to keep the restaurant as clean and presentable as possible for all clients.
- Proficiently handled all cash handling/cash register duties on a daily basis in order to achieve accurate sales reports.
- Accurately and efficiently performed all closing duties including auditing the restaurant cash vault on a nightly basis to ensure accurate sales and cash reporting.
- Developed and implemented strategies to increase customer satisfaction and engagement.
Restaurant Busser
Church Street Cafe
08.2014 - 01.2017
- Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
- Assisted with moving tables, chairs and other restaurant service equipment within dining rooms.
- Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Restocked condiments and drink station supplies to maintain customer satisfaction.
- Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
- Provided respectful and courteous bussing services while operating within active dining rooms.
- Worked well in diverse team settings by partnering with others to complete tasks.
- Trained new staff in bussing and cleaning procedures.
- Emptied on-site trash receptacles into dumpsters and large waste receptacles.
- Participated in pre-staging dining rooms for meals, arranging tables according to restaurant policies.
- Monitored food and beverage supplies, assisting with restocking when needed.
Education
Bachelor of Science - Criminal Justice
Western New Mexico University
Silver City, NM12.2025
Associate of Applied Science - Criminal Justice
Central New Mexico Community College
Albuquerque, NM05.2023
High School Diploma -
Valley High School
Albuquerque, NM05.2016
Skills
- Risk Mitigation Identifying suspicious activity and fraudulent activity
- Investigative Research
- Operational Efficiency
- Idea Development and Brainstorming
- Audit Reporting
- Proficient in both English and Spanish
- Exceptional customer service and exceptional problem solving and conflict resolution skills
- Report writing and excellent written communication skills
- Great decision making
- Investigative research
- Working PC application skills Proficient in Microsoft Powerpoint, and Word, and familiar with Microsoft Excel
- Coachable, driven, willingness to learn, work, and improve
- Excellent verbal communication skills and building working relationships in order for positive working environment
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Corporate Security Operation Specialist
BOK Financial
03.2023 - Current
Bilingual Expressbanker
BOK Financial
11.2021 - 03.2023
Bilingual Client Experience Specialist
BOK Fiancial
06.2021 - 11.2021
Wireless Sales Expert
Wireless Advocates
11.2019 - 06.2021
Panda Express Associate
Panda Express
01.2017 - 11.2019
Restaurant Busser
Church Street Cafe
08.2014 - 01.2017
Bachelor of Science - Criminal Justice
Western New Mexico University
Associate of Applied Science - Criminal Justice
Central New Mexico Community College
High School Diploma -
Valley High School
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