Summary
Overview
Work History
Education
Skills
Professional Licenses
Timeline
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SEBASTIAN RAMIREZ MONTES

Glendale,AZ

Summary

Experienced finance professional with excellent relationship building and leadership skills. Adept at working effectively unsupervised and quick to master new tasks. Offering strong critical thinking skills and deep understanding of regulatory requirements within the finance industry.

Overview

8
8
years of professional experience

Work History

Team Lead

Charles Schwab
Phoenix, AZ
10.2023 - 04.2024
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement to create action plans for process improvements.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Trained new staff in relevant processes and procedures.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Supported managers in developing plans for future projects, initiatives and objectives.

Specialist

Charles Schwab
Phoenix, AZ
01.2020 - 10.2023
  • Mitigated risk to company by placing outbound calls to clients to verify wire transactions.
  • Collaborated with Investment Advisors, service teams, and other internal departments to resolve escalations related to incoming and outgoing wire transfers.
  • Demonstrated leadership and the ability to be a role model by actively training, coaching, and mentoring colleagues, all while maintaining above-average performance metrics.
  • Assisted in the development and implementation of procedures by working with leadership and sending out communications to the impacted departments.
  • Promoted from Associate to Specialist after first year of employment.

Support Agent 1

Fathom
Phoenix, AZ
12.2018 - 12.2019
  • Interacted with customers by phone and through ticketing system to assist with utility service related requests such as connecting, disconnecting, and transferring service.
  • Consistently maintained customer satisfaction and productivity scores above 95% on a monthly basis.
  • Actively participated in ongoing training and development to assist in other functions within the company.
  • Worked closely with billing and collections team to resolve customer inquiries and escalations.

Patient Resolution Representative

CVS Health
Phoenix, AZ
04.2018 - 10.2018
  • Researched and resolved intricate billing inquiries from patients, insurance companies, and healthcare professionals through phone calls, emails, faxes, and mail correspondence.
  • Analyzed reports and data to aid billing and accounting departments as designated by department leadership.
  • Researched complex customer service requests involving multiple departments and personnel within the organization.

Phone Banker 2

Wells Fargo
Phoenix, AZ
01.2017 - 02.2018
  • Assisted customers with over-the-phone credit card transactions such as cash advances, balance transfers and payments while providing exceptional customer service.
  • Fielded high volume in-bound calls from customers and worked diligently to address customer complaints, inquiries and account transactions.
  • Suggested products and services to customers based on their needs.
  • Promoted from Phone Banker 1 to Phone Banker 2 after 6 months of continually exceeding performance expectations.

Fraud Specialist

Discover Financial Services
Phoenix, AZ
05.2016 - 01.2017
  • Communicated with customers and internal departments to prevent and reduce fraudulent activity on credit card transactions.
  • Conducted in-depth investigations of suspicious financial activity, such as identity fraud.
  • Prepared and organized fraudulent activity reports.
  • Implemented appropriate measures based on findings from investigations into suspected fraudulent activities.

Education

Some College (No Degree) -

Glendale Community College
Glendale, AZ

High School Diploma -

Greenway High School
Phoenix, AZ
05.2016

Skills

  • Leadership
  • Business Process Improvement
  • Knowledge of financial markets
  • Risk Management
  • Analytical
  • Proficient in Word, Excel, Powerpoint, Outlook

Professional Licenses

  • Series 7
  • Series 63
  • Series 9/10

Timeline

Team Lead

Charles Schwab
10.2023 - 04.2024

Specialist

Charles Schwab
01.2020 - 10.2023

Support Agent 1

Fathom
12.2018 - 12.2019

Patient Resolution Representative

CVS Health
04.2018 - 10.2018

Phone Banker 2

Wells Fargo
01.2017 - 02.2018

Fraud Specialist

Discover Financial Services
05.2016 - 01.2017

Some College (No Degree) -

Glendale Community College

High School Diploma -

Greenway High School

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SEBASTIAN RAMIREZ MONTES