Gabriela Rios
Los Angeles,CA
Summary
Professional individual with over 25 years of experience with commitment to high standards and achieving results. Background in customer service with focus on enhancing customer satisfaction and loyalty. Known for reliability, flexibility, and strong team collaboration. Skilled in cash handling, conflict resolution, and providing exceptional service.
Overview
25
25
years of professional experience
Work History
Client Relationship Associate
Bank of America
09.2024 - Current
- Analyzed customer feedback and identified areas for improvement.
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Spearheaded cross-functional team collaborations for seamless service delivery to key clients.
- Facilitated regular check-in meetings with clients, maintaining open lines of communication and fostering long-term partnerships.
Small Business Banker
Bank of America
07.2018 - 09.2024
- Managed a diverse portfolio of small business clients, ensuring their unique financial needs were met efficiently and effectively.
- Conducted comprehensive financial reviews for new and existing clients, identifying opportunities for growth and improvement.
- Established strong relationships with small business owners, earning trust as a reliable financial advisor.
- Maintained up-to-date knowledge of industry trends, regulations, and competitor offerings to provide informed recommendations to clients.
- Developed strategies to increase deposit growth by offering competitive products and services tailored to small business needs.
- Conducted thorough due diligence on prospective borrowers by analyzing their financial documents, collateral assessments, and risk profiles.
- Partnered with credit analysts to assess the creditworthiness of potential borrowers and ensure adherence to underwriting guidelines.
Senior Fraud Analyst
Bank of America
01.2010 - 07.2018
- Handle complex and/or escalated customer calls related to possible account fraud
- Deliver practical, innovative solutions to customers/clients while focusing on retention and reestablishing customer's confidence
- Played a key role in the development and execution of anti-fraud awareness campaigns aimed at educating employees and customers about common scams and tactics used by malicious actors.
- Optimized system performance by conducting regular reviews of rules, filters, and thresholds in the company's fraud detection platform.
- Collaborated with cross-functional teams to develop and implement comprehensive fraud prevention strategies.
- Conducted regular audits of fraud detection processes, identifying areas for improvement and ensuring adherence to regulatory requirements.
- Contributed to policy development efforts, incorporating industry best practices into organizational procedures for combating financial crime.
Senior Customer Service Specialist, Wealth Management Banking Support
Bank of America
01.2003 - 01.2010
- Provided exceptional customer service via incoming calls to clients and client managers in the California Premier markets
- Proactively listened for sales opportunities that would further deepen client relation
- Supported new accounts team with establishing new BAC deposit and investment products
- Worked with a team of coaches and facilitated telephone training for new hires
- Worked closely with senior leaders to resolve complex escalated issues in a timely manner
- Help to ensure compliance with federal laws and company guidelines- Audited, reviewed and gathered client information to ensure KYC/ Customer Identification Program (CIP) compliance
Senior Merchant Teller
Bank of America
01.2000 - 01.2003
- Promoted consumer and small business services and products by cross selling bank products
- Ensured accurate and timely processing of transactions for customers and merchants
- Balanced daily work in accordance to established policies and procedures
- Followed fraud prevention and security procedures
- At times, acted as teller coordinator to ensure teller line was working accordingly
Education
Associate of Arts - Sociology
Santa Monica College
Santa Monica, CABachelor of Science - Business Administration
University of Arizona
Tucson, AZ09-2026
Skills
- Spanish Certified
- Written communication
- Oral communication
- Analytical skills
- Organization skills
- Interpersonal communication
- Mitigating loss
- Dedication to excellence
Timeline
Client Relationship Associate
Bank of America
09.2024 - Current
Small Business Banker
Bank of America
07.2018 - 09.2024
Senior Fraud Analyst
Bank of America
01.2010 - 07.2018
Senior Customer Service Specialist, Wealth Management Banking Support
Bank of America
01.2003 - 01.2010
Senior Merchant Teller
Bank of America
01.2000 - 01.2003
Associate of Arts - Sociology
Santa Monica College
Bachelor of Science - Business Administration
University of Arizona
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