Angela Ramos
Utopia,ON
Summary
With a proven track record at CIBC, I excel in regulatory compliance and leadership, enhancing team performance and client satisfaction. My expertise in insurance and lending, combined with exceptional relationship management skills, consistently drives sales growth and operational excellence. Achieved over 100% of personal and team sales targets through strategic thinking and effective team coaching.
Overview
24
24
years of professional experience
Work History
Lending and Insurance Specialist
CIBC
06.2018 - Current
- Delivered training materials to educate team members on policy updates and regulatory changes.
- Proactively build skill and capability with frontline teams with client conversation, tool usage and objection handling.
- Assist with escalations for pricing, underwriting, declines and exceptions.
- Acted as subject matter expert, answering internal questions and inquiries.
- Researched and resolved routine and complex issues.
- Ensured regulatory compliance through diligent monitoring of company practices and adherence to guidelines.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Trained new hires on company policies and procedures
- Increased sales revenue with persuasive presentations of insurance products tailored to clients'' needs.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Delivered presentations and marketing materials to promote lending, insurance and card products.
- Trained staff to determine financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Insurance Specialist
CIBC
05.2015 - 06.2018
- Ensured regulatory compliance through diligent monitoring of company practices and adherence to guidelines.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Trained new hires on company policies and procedures.
- Educated staff on insurance policies and procedures.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Evaluated competitors' products and services to gain competitive advantage.
Branch Manager
CIBC
04.2010 - 05.2015
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
Client Service Manager
CIBC
03.2009 - 04.2010
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Established team priorities, maintained schedules and monitored performance.
Financial Service Associate
CIBC
02.2007 - 03.2009
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Collaborated with team members to achieve sales targets and improve overall branch performance.
- Managed portfolio of high-net-worth clients, consistently meeting and exceeding financial service expectations.
Personal Banker
CIBC
01.2002 - 02.2007
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
Client Service Representative
CIBC
07.2001 - 01.2002
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Skills
Analytical Decision Making
Analytical Thinking
Business Operations
Company Policies
Credit Insurance
Critical Thinking
Customer Service
Financial Products
Forward Thinking
Group Problem Solving
Highly Resourceful
Highly Result Oriented
High Performance Team Building
High Reliability
Influencing Without Authority
Insurance
Insurance Coverage
Insurance Policies
Leadership
Leadership Support
Lending
Multitasking
Peer Relationships
People Leadership
Policy Compliance
Post-Sales Support
Pre-Sales Support
Process Oriented
Professional Ethics
Punctuality
Regulatory Compliance
Regulatory Requirements
Relationship Based Sales
Relationship Management
Relationship Networking
Retail Sales
Retail Sales Management
Risk Management
Sales Leadership Training
Sales Results
Sales Support
Sales Support Tools
Self-Management
Self-Starter
Strategic Thinking
Team Coaching
Team Coordination
Team Member Training
Team Strategy
Teamwork
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Lending and Insurance Specialist
CIBC
06.2018 - Current
Insurance Specialist
CIBC
05.2015 - 06.2018
Branch Manager
CIBC
04.2010 - 05.2015
Client Service Manager
CIBC
03.2009 - 04.2010
Financial Service Associate
CIBC
02.2007 - 03.2009
Personal Banker
CIBC
01.2002 - 02.2007
Client Service Representative
CIBC
07.2001 - 01.2002
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