Rosanna Ramos
New York,NY
Summary
Experienced banking professional with a strong background in financial services, customer relationship management, and risk assessment. Dedicated to providing outstanding customer service, ensuring compliance with industry regulations, and driving organizational growth through effective banking solutions. Passionate about delivering results and contributing to the success of the team and the company as a whole.
Experienced administrative professional prepared for this role with strong background in office management, scheduling, and communication. Skilled in handling multiple tasks efficiently, ensuring smooth operations, and supporting executive teams. Team collaboration and adaptability to changing needs drive consistent achievement of organizational goals. Known for reliability and fostering positive work environment.
Overview
11
11
years of professional experience
Work History
Administrative Assistant
Six Points Tax Service LLC
01.2021 - Current
- Organize and schedule meetings, appointments, and travel arrangements.
- Maintain filing systems, both electronic and physical.
- Answer multi-line phone system, route calls, deliver messages to staff.
- Prepare and edit documents, reports, and presentations.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Order office supplies and maintain inventory.
- Greet and assist clients, ensuring a welcoming environment.
- Manage incoming and outgoing mail and deliveries.
Relationship Manager
Bank of America
11.2017 - 04.2020
- Managed a portfolio of 200 clients, providing tailored financial solutions, including investment management, mortgages, and lending products.
- Built and nurtured strong relationships with clients, becoming a trusted advisor for their banking, financial planning, and investment needs.
- Conducted comprehensive financial assessments, identifying opportunities for clients to optimize wealth management strategies and minimize financial risks.
- Delivered exceptional service by addressing clients' inquiries, resolving concerns promptly, and ensuring their satisfaction with Bank of America products and services.
- Developed and implemented customized banking solutions, driving revenue growth by cross-selling banking products, including credit cards, personal loans, and mortgages.
- Collaborated with internal teams, including lending and wealth management, to ensure holistic solutions for clients, enhancing their financial portfolios.
- Successfully met and exceeded sales and service goals by offering proactive recommendations and ensuring an efficient onboarding process for new clients.
- Leveraged CRM tools to track client interactions, providing timely follow-ups and maintaining detailed records of all financial transactions and communications.
- Contributed to branch growth by consistently delivering top-tier client service, improving retention, and increasing referral rates.
Front Desk Supervisor
Flatiron Hotel
01.2017 - 06.2018
- Supervise daily front desk operations, ensuring exceptional guest service and smooth check-in/check-out process.
- Lead and train a team of 6 front desk agents, providing coaching on customer service excellence, conflict resolution, and hotel policies.
- Handle guest inquiries and resolve complaints efficiently, consistently maintaining high guest satisfaction ratings (4.7/5 on average).
- Monitor and manage room inventory, reservations, and room assignments through the hotel management system to maximize occupancy.
- Collaborate with housekeeping, maintenance, and management teams to ensure rooms are ready and service standards are met.
- Process payments, handle billing inquiries, and ensure accuracy in guest folios and financial transactions.
- Implement and enforce hotel policies and procedures, ensuring compliance with health and safety standards.
- Oversee the guest check-in/check-out process, ensuring it aligns with hotel policies and delivers a welcoming experience.
- Manage night audit reports and ensure accurate reporting of daily financial transactions.
- Assist with special guest requests, VIP services, and event coordination to ensure an elevated experience for all patrons.
- Contribute to improving operational efficiency by identifying and suggesting process improvements.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
Relationship Banker
Capital One
02.2015 - 12.2016
- Provided personalized financial services to customers, helping them identify and achieve their banking goals through tailored solutions.
- Assisted clients with a range of banking services, including opening accounts, processing loans, and managing personal finances, ensuring a seamless customer experience.
- Built and maintained strong relationships with customers, consistently meeting their financial needs and offering proactive advice on products such as credit cards, savings accounts, and personal loans.
- Cross-sold banking products by assessing customer needs and offering solutions that aligned with their financial goals, resulting in a significant increase in product adoption.
- Delivered exceptional service by troubleshooting issues, resolving concerns, and ensuring customer satisfaction, which contributed to high client retention rates.
- Educated customers on digital banking tools, guiding them through online banking platforms, mobile apps, and ATMs to enhance convenience and financial management.
- Collaborated with team members and management to achieve branch goals, actively contributing to sales and service targets.
- Participated in community outreach initiatives to strengthen the Capital One brand and drive customer acquisition.
Teller II
TD Bank
09.2014 - 02.2015
- Processed customer transactions, including deposits, withdrawals, money transfers, and check cashing, ensuring accuracy and compliance with bank policies and procedures.
- Delivered exceptional customer service by addressing inquiries, resolving issues, and providing product recommendations to enhance client satisfaction.
- Maintained cash drawer, balanced daily transactions, and ensured all cash handling and balancing procedures were followed with a high degree of accuracy.
- Promoted and cross-sold banking products, such as savings accounts, credit cards, and personal loans, based on customer needs.
- Ensured compliance with all regulatory requirements and bank policies, including anti-money laundering (AML) and Know Your Customer (KYC) procedures.
- Assisted customers in navigating online banking tools and ATMs to facilitate a smooth and efficient banking experience.
- Worked collaboratively with branch team members to meet daily goals, improve operational efficiency, and provide outstanding customer service.
- Participated in branch meetings and training to stay updated on new banking products, policies, and services.
Education
Associate of Arts - Business Administration
Bronx Community College
Bronx, NY05.2026
Skills
- Strong attention to detail
- Banking operations management
- Transaction management proficiency
- Exceptional customer service
- Data entry proficiency
- Reporting and financial insights
- Comprehensive loan evaluation
- Risk assessment and compliance
- Administrative support
- Organizational support skills
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Administrative Assistant
Six Points Tax Service LLC
01.2021 - Current
Relationship Manager
Bank of America
11.2017 - 04.2020
Front Desk Supervisor
Flatiron Hotel
01.2017 - 06.2018
Relationship Banker
Capital One
02.2015 - 12.2016
Teller II
TD Bank
09.2014 - 02.2015
Associate of Arts - Business Administration
Bronx Community College
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