Summary
Overview
Work History
Education
Software
Timeline
Generic

AVA MARIA ALMONTE

Team Leader
612 Boni Ave. Mandaluyong City, Metro Manila

Summary

Reliable leadership professional seeking a role with a dynamic business process outsourcing firm that offers career advancement. With extensive experience in sales, financial services, fraud and risk management, and financial regulations, I aim to leverage my expertise, strong work ethic, and leadership skills to drive organizational success. Known for inspiring teams, excelling in training and mentoring, and guiding teams toward achieving their goals.

Overview

10
10
years of professional experience

Work History

Team Leader

Reliasourcing Inc.
5 2023 - 10.2023
  • Supervised, coached, and mentored the sales team to enhance performance and growth.
  • Managed complex issues through escalation calls, ensuring timely resolutions.
  • Evaluated sales calls and provided targeted coaching to improve effectiveness.
  • Organized work activities, monitored progress, and aligned with strategic goals.
  • Recognized as Top Supervisor for Q3 2023 for exceptional leadership.
  • Monitored performance, provided feedback, and enforced attendance policies.
  • Fostered professional relationships with team members for effective issue resolution.

Team Coach

EPerformax
08.2022 - 05.2023
  • Supervised and mentored a team of 40-50 members, enhancing development and performance.
  • Trained 30-40 new hires and managed their onboarding.
  • Ensured compliance with time logs and enforced attendance policies.
  • Earned A-List and Epic recognition in 2022 for outstanding performance.
  • Boosted team performance with targeted coaching and goal-setting.
  • Led team meetings to address progress and share best practices.
  • Built strong team relationships and conducted regular performance reviews.

Team Leader | Fraud Specialist

FIS Global
06.2019 - 05.2021
  • Updated teams on fraud trends and policies, ensuring compliance and effective responses.
  • Validated systems during network migrations and managed equipment for training and remote work.
  • Handled escalation calls, led hotline operations, and provided advanced support.
  • Generated reports, monitored performance, and drove improvements in analytical methodologies.
  • Supervised, mentored staff, and maintained high service standards to increase customer satisfaction.
  • Communicated KPIs and set clear expectations for team performance.

Senior Fraud Support Associate

FIS Global
12.2017 - 06.2019
  • Consistently surpassed goals for handle time, quality, and case reviews.
  • Managed escalation and lead line calls, ensuring effective issue resolution.
  • Worked extensive overtime to achieve departmental objectives.
  • Awarded quarterly performance incentives for top metrics results.
  • Trained and supported new team members, fostering a collaborative team culture.

Universal Branch Financial Consultant

PNC Bank
08.2015 - 11.2016
  • Ensured compliance and efficiency through managerial tasks.
  • Trained and mentored new employees.
  • Provided personalized financial advice and managed high-volume transactions.
  • Prevented fraud, handled account management, and executed wire transfers.
  • Maintained accurate cash inventory and replenished ATM funds.

Branch Financial Sales Consultant

PNC Bank
06.2014 - 08.2015
  • Increased branch revenue by identifying cross-selling opportunities and promoting products.
  • Implemented effective sales techniques, consistently exceeding monthly targets for new accounts opened and assets under management growth.
  • Strengthened client relationships, leading to more referrals and business growth.
  • Resolved complex customer issues promptly, ensuring high client satisfaction.

Bank Teller

PNC Bank
08.2013 - 06.2014
  • Acquired new customers through promotional offers and cross-selling.
  • Performed daily cash drawer audits for accuracy and compliance.
  • Processed wide variety of retail banking transactions for personal and commercial customers.

Financial Services Advisor

JP Morgan Chase & Co.
2 2012 - 11.2012
  • Matched customers with appropriate financial plans and payment options.
  • Managed customer requests efficiently, ensuring high satisfaction levels.
  • Consistently exceeded sales targets by promoting financial products and services.

Education

Computer Engineering -

AMA Computer University
Pasig City, Metro Manila

Computer Systems Technician -

AMA Computer Learning Center
Zamboanga City

Elementary -

Immaculate Conception Elementary School
Zamboanga City

High School -

Western Immaculate Conception Archdiocese School
Zamboanga City

Software

Microsoft Office, Google Worksheet, AWS, Zendesk, Okta, Navigator, Lotus Notes CRM, Genesis Office Systems, Base 2000, Falcon, Alegeus, Intercept IFS, E-Funds Hotcard, Kronos, Nice IEX

Timeline

Team Coach

EPerformax
08.2022 - 05.2023

Team Leader | Fraud Specialist

FIS Global
06.2019 - 05.2021

Senior Fraud Support Associate

FIS Global
12.2017 - 06.2019

Universal Branch Financial Consultant

PNC Bank
08.2015 - 11.2016

Branch Financial Sales Consultant

PNC Bank
06.2014 - 08.2015

Bank Teller

PNC Bank
08.2013 - 06.2014

Team Leader

Reliasourcing Inc.
5 2023 - 10.2023

Financial Services Advisor

JP Morgan Chase & Co.
2 2012 - 11.2012

Computer Engineering -

AMA Computer University

Computer Systems Technician -

AMA Computer Learning Center

Elementary -

Immaculate Conception Elementary School

High School -

Western Immaculate Conception Archdiocese School

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