Ninoshka Ramirez
Buffalo,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
1
1
Certification
Work History
CAM Outreach Specialist 2
M&T Bank
Getzville, NY
06.2020 - Current
- Implemented quality assurance processes to ensure product excellence.
- Monitored performance of personnel against goals set forth by the company.
- Reviewed delinquent accounts to determine appropriate action for resolution.
- Contacted customers via phone and mail to negotiate payment arrangements in compliance with company policies.
- Investigated customer financials and documented findings in system database.
- Assisted customers by providing information regarding available options for resolving delinquency issues.
- Developed strategies to recover overdue payments while maintaining a positive relationship with customers.
- Conducted skip tracing activities when necessary to locate missing borrowers or co-signers.
- Monitored customer accounts regularly and updated status as required in system database.
- Researched escalated complaints from customers and provided solutions within established timeframes.
- Processed payments received from customers according to company guidelines.
- Performed regular follow up calls with customers who had missed payments or were behind on their mortgage payments.
- Maintained records of employee training activities and performance evaluations.
Senior Customer Service Associate
M&T Bank
Buffalo , NY
07.2017 - 07.2020
- Developed relationships with key clients to ensure repeat business and increased sales opportunities.
- Provided excellent customer service by answering inquiries, resolving complaints and guiding customers through the purchasing process.
- Conducted regular reviews of customer portfolios to identify opportunities for additional products or services that could benefit them financially.
- Processed customer requests for withdrawals or transfers from existing accounts.
- Maintained records of all customer interactions in a secure database system.
- Reviewed loan applications for accuracy and completeness before submitting them for processing.
- Monitored incoming calls and emails from customers, responding promptly and professionally.
- Assisted customers in navigating website features, enabling them to find products easily.
- Provided training and guidance for junior customer service associates when needed.
- Conducted quality assurance reviews of customer interactions on a regular basis.
- Contributed ideas at monthly team meetings regarding ways to improve overall customer satisfaction levels.
- Attended training sessions to grow knowledge of company products and services.
- Provided customers with financial advice and assistance in setting up accounts, loans, and investments.
- Identified customer needs through conversations and offered appropriate banking products to meet their requirements.
- Built long-term relationships with customers by providing personalized service and support.
- Prepared loan documents for review and approval by bank management.
Home Health Aide
Med Temps
Buffalo , NY
12.2016 - 07.2017
- Assisted with personal care activities, such as bathing, dressing and grooming.
- Provided companionship and monitored health condition of clients.
- Transported clients to doctor appointments and social events.
- Prepared meals and snacks according to prescribed diets.
- Assisted in ambulation and exercise routines for clients.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Changed bed linens and maintained a clean living environment for the client's safety.
- Administered medications as instructed by physician or nurse practitioner.
- Answered patient calls promptly, providing assistance or referring them to appropriate personnel when needed.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Monitored vital signs such as temperature, pulse rate, blood pressure .
- Recorded daily notes about client conditions, treatments provided and progress made.
- Engaged patients in recreational activities such as reading books or playing games.
Customer Service
Wegmans Supermarket
Buffalo, NY
06.2005 - 11.2016
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Trained new customer service representatives on product knowledge and customer service techniques.
- Resolved customer service issues in a timely manner while providing excellent customer service.
- Greeted customers upon entry and provided assistance with locating items.
- Conducted price checks and answered customer inquiries regarding product availability.
- Assisted in unloading shipments from delivery trucks and stocking shelves accordingly.
- Received incoming orders from vendors, checked accuracy of order against invoices.
- Organized backroom storage areas to ensure efficient use of space and safety protocols were followed.
- Handled returns according to company policy including issuing refunds or exchanges as necessary.
- Placed promotional signage around store aisles in accordance with corporate guidelines.
- Provided customer service support via telephone calls or emails when required.
- Performed opening and closing duties such as counting cash drawers or setting alarms.
- Managed inventory levels through regular cycle counts and monitored sales data for trends.
- Ensured that all safety regulations were adhered to during work hours including proper use of protective gear.
- Followed company guidelines for cleaning and sanitizing work surfaces and equipment.
Education
Medical Office Assistance Certificate
Adult Learning Center
Buffalo, NY09-2007
High School Diploma -
Emerson School of Hospitality
Buffalo NY 06-2007
Skills
- Collaboration and Teamwork
- Maintaining Client Records
- Customer Service
- Microsoft Access
- Attention to Detail
- Professionalism
- Team Collaboration
- Workflow Management
- Professional Demeanor
- Analytical Skills
- Effective Communication
- Self Motivation
- Written Communication
- Organizational Skills
- Team building
- Decision-Making
- Problem-Solving
- Grammar knowledge
- Spanish Fluency
Affiliations
- SPOC JR
- HOLA Resource Group committee
Certification
- Bilingual certified
Languages
Spanish
Professional
References
References available upon request.
Timeline
CAM Outreach Specialist 2
M&T Bank
06.2020 - Current
Senior Customer Service Associate
M&T Bank
07.2017 - 07.2020
Home Health Aide
Med Temps
12.2016 - 07.2017
Customer Service
Wegmans Supermarket
06.2005 - 11.2016
Medical Office Assistance Certificate
Adult Learning Center
High School Diploma -
Emerson School of Hospitality
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