Ramonita M. Banks
Charlotte,NC
Summary
Customer Service Leader with 12+ years of experience driving service excellence in high-volume, compliance-regulated environments. Proven track record in leading teams, enhancing performance, and resolving complex escalations with efficiency and professionalism. Recognized for building collaborative, high-performing teams, and implementing process improvements that elevate customer satisfaction. Strong operational background in financial services, with a focus on accountability, quality, and continuous improvement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Financial Secretary
Breakthrough Center
Charlotte, NC
02.2015 - Current
- Maintains confidential donor and financial records in accordance with internal control standards and compliance requirements.
- Prepares year-end giving reports and supports audit readiness through accurate financial tracking and documentation.
- Partners with the finance committee to develop and implement procedures for the collection and recording of funds.
- Manages accounts receivable functions, including invoicing, resolving chargebacks and discrepancies, and performing account reconciliations.
- Automates routine financial processes to improve operational efficiency, accuracy, and reporting precision.
- Conducts regular financial audits to identify and mitigate risks, while integrating emerging financial technologies to enhance overall performance.
Gate Unit Customer Service Manager
Piedmont Airlines
Charlotte, NC
01.2022 - 04.2025
- Oversaw daily operations to ensure FAA and DOT compliance while enhancing service delivery.
- Mentored staff through targeted coaching initiatives to improve performance and professional growth.
- Addressed non-compliance by implementing disciplinary actions according to company policy.
- Resolved customer conflicts through active listening and effective problem-solving techniques.
- Integrated corporate culture and strategic goals into workflows to enhance accountability.
- Led a diverse team, including supervisors and front-line agents, to achieve operational excellence.
- Performed administrative functions, including preparation of daily, weekly, and monthly reports.
- Managed staff scheduling, including task assignments, shift rotations, and coverage for absences.
Operational Risk Consultant / Business Systems Analyst
Wells Fargo
Fort Mill, SC
05.2019 - 01.2021
- Facilitated formal mediation sessions with settlement authority to resolve complex customer claims effectively.
- Led cross-functional initiatives to remediate risk and improve processes by addressing control gaps.
- Partnered with legal teams to resolve escalated issues and ensure ongoing regulatory compliance.
- Designed and implemented procedures aimed at reducing operational risk and boosting process efficiency.
- Interpreted and analyzed risk data to support dispute resolution and guide strategic decision-making.
- Collaborated with internal teams to streamline customer claim processes.
Research Remediation Analyst II
Wells Fargo
Fort Mill, SC
02.2013 - 01.2019
- Performed second-level and peer quality assurance reviews to ensure specialist-submitted data complied with bankruptcy plans and state-specific legal requirements, mitigating financial risk.
- Delivered written feedback to management on files that failed to meet quality review standards, supporting continuous improvement.
- Completed team assignments independently, adhering to departmental Service Level Agreements (SLAs) and productivity goals.
- Followed internal procedures to maintain consistency, ensure regulatory compliance, and manage operational risk.
- Collaborated cross-functionally to advocate for customer needs and escalated concerns in accordance with escalation protocols.
- Utilized multiple internal systems and resources to independently retrieve and verify information as needed.
- Contributed to project management efforts, including user testing, documentation, and procedural development.
- Conducted intake assessments to determine proper case handling, performed detailed investigations, processed complex transactions (monetary and non-monetary), and resolved advanced issues involving legal and contractual elements.
- Acted as a liaison between disputing parties, negotiated settlements, and facilitated resolution of escalated matters.
- Executed detailed bankruptcy payment reconciliations to ensure financial accuracy and compliance.
- Managed inbound and outbound communications via phone and email, adhering to internal and external policy standards.
- Analyzed data and identified trends, providing insights and reports to management for operational improvements.
Loan Verification Analyst II / Research Remediation Analyst
Wells Fargo
Charlotte, NC
10.2009 - 02.2013
- Processed loan documentation and supported legal proceedings with accurate records.
- Handled customer inquiries and escalations involving mortgage servicing issues.
- Provided training support to new team members to maintain service standards.
- Analyzed and reported on work units, individual productivity metrics, and quality performance.
- Utilized database queries and spreadsheets to generate and deliver management reports.
- Managed the daily production, coordination, and monitoring of scheduled reports.
- Reconciled designated general ledger accounts to ensure financial accuracy.
- Updated and enforced policies, procedures, and training materials to maintain compliance standards.
- Optimized operational efficiency and enhanced customer service during loan-level reviews.
- Delivered comprehensive account support, including breach status, payment history, fees, escrow details, and payoff/reinstatement information.
Education
A.A. - Associate in Arts
Central Piedmont Community College
Charlotte, NC07.2024
D-Diploma - Paralegal
Central Piedmont Community College
Charlotte, NC05.2019
A.A.S. - Paralegal
Central Piedmont Community College
Charlotte, NC12.2018
A.A.S. - Network Administration
Central Piedmont Community College
Charlotte, NC05.2003
Skills
- Customer relationship management
- Team leadership
- Conflict resolution
- Staff scheduling
- Process improvement
- Analytical thinking
- Verbal and written communication
- Cross-functional collaboration
Certification
Certified Agile SCRUM Practitioner, 01/01/21
Timeline
Gate Unit Customer Service Manager
Piedmont Airlines
01.2022 - 04.2025
Operational Risk Consultant / Business Systems Analyst
Wells Fargo
05.2019 - 01.2021
Financial Secretary
Breakthrough Center
02.2015 - Current
Research Remediation Analyst II
Wells Fargo
02.2013 - 01.2019
Loan Verification Analyst II / Research Remediation Analyst
Wells Fargo
10.2009 - 02.2013
A.A. - Associate in Arts
Central Piedmont Community College
D-Diploma - Paralegal
Central Piedmont Community College
A.A.S. - Paralegal
Central Piedmont Community College
A.A.S. - Network Administration
Central Piedmont Community College
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