Cony G. Ruiz
Taguig
Summary
People, client, and management focused individual with a decade of experience in financial institutions. I am results-driven and self motivated, viewing opportunities as pathways to solutions and progress.
Overview
11
11
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE ASSOCIATE MANAGER
Wealth Investment Management - Wells Fargo
11.2024 - Current
- Provides daily leadership to teams and functions
- Leads implementation of new or updated processes and procedures
- Manages procedural impacts and schedules timely meetings for procedural updates
- Manages the team's efficiency metric and offers prompt coaching when improvement opportunities arise
- Offers assistance with any process-related inquiries
- Conducts quality assurance checks to ensure adherence to established procedures and controls
- Guides escalation processes by conducting research for resolutions
- Actively participates in and supports PRIDE, Volunteerism, and Engagement
- Currently the POC of WIM Engagement team, Volunteerism and Innovation
LEAD SECURITIES OPERATIONS REPRESENTATIVE
Wealth Investment Management - Wells Fargo
08.2022 - 11.2024
- Provides assistance to clients by taking inbound calls that supports clients Brokerage Service(s) Inquiries or Request.
- Offers daily leadership to teams and functions
- Guides the implementation of new or updated processes and procedures
- Supervised the team's efficiency metric and offers prompt coaching when improvement opportunities arise
- Conducts quality assurance checks to ensure adherence to established procedures and controls
- Guides with any process-related inquiries
- Supports escalation processes by conducting research for resolutions
- Actively participates in and supports PRIDE, Volunteerism, and Engagement
- A member of WIM Engagement team & Volunteerism
CLIENT SERVICE ANALYST
Commercial Banking - JPMorgan & Chase
11.2021 - 08.2022
- Conducted fraud research as an individual contributor
- Assisted clients with Check Forgery issues
QUALITY ASSURANCE ANALYST
Investment Banking - JPMorgan & Chase
07.2019 - 10.2021
- Ensured that the quality returns of the business line were up-to-date and compliant
- Addressed escalations promptly to mitigate risks
ACCOUNT SUPERVISOR - ESCALATIONS
Retail Banking - JPMorgan & Chase
07.2018 - 07.2019
- The initial team member (across the enterprise) who has received training in Check Forgery, Internet Bill Pay, Debit Card, and Electronic transactions
- Acquired expertise in Regulations E & UCC
- Offered further assistance: Supervising the teams post-training, offering daily support through timely coaching, conducting knowledge assessments, and addressing any process-related concerns or issues
CLAIMS REPRESENTATIVE
Retail Banking - JPMorgan & Chase
08.2016 - 07.2018
- Conducted fraud research as an individual contributor, for debit card and ACH transactions
LEARNING & DEVELOPMENT RELIEF PRODUCT TRAINER | SME
Retail Banking - JPMorgan & Chase
08.2017 - 12.2017
- The initial team member (across the enterprise) who has received training in Check Forgery, Internet Bill Pay, Debit Card, and Electronic transactions. Acquired expertise in Regulations E & UCC.
- Offered further assistance: Supervising the teams post-training, offering daily support through timely coaching, conducting knowledge assessments, and addressing any process-related concerns or issues.
CUSTOMER CARE SUPPORT AND RELIEF TEAM LEAD
Teleperformance
08.2014 - 05.2016
- Assisted the business by managing inbound and outbound calls related to billing and technical issues
- With my demonstrated performance, I was tasked with overseeing multiple teams of new employees
- Daily duties involved offering leadership, coaching, and conducting quality assurance checks
- Responsible for investigating high-level escalations or client complaints
- Ensured timely resolution of submitted complaints
- Supported the team by keeping them informed of procedural updates
- Delivered product training to new team members
- Provided customer experience training to prioritize client satisfaction
Education
Bachelor of Science - Journalism
University of Negros Occidental Recoletos
Bacolod City, Province Of Negros Occidental, Philippines01.2013
Skills
- Project Management
- Change Management
- Innovation and Creativity
- Delivering Clear and Concise Presentation
- Task Management
- Building Your Personal Resiliency
- Proficient in Excel
- Skilled in Microsoft Office Tools
- Acts as a Culture Carrier
- Emphasizes Collaboration
- Encourages team members' growth and empowerment
- Welcomes new ideas and supports organization learning
- Upholds strong ethics
Accomplishments
- Team Lead Q2 Champion | Wells Fargo 2024
- Manager’s Spotlight Award | Wells Fargo, 2023
- Customer Service Week | Wells Fargo, 2023
- Culture Carrier Award | JPMorgan & Chase, 2022
Personal Information
- Place of Birth: Negros Occidental
- Citizenship: Filipino
- Date of Birth: 08/25/92
- Marital Status: Single
Health Condition
Excellent
Certification
Project Management
Reference
Name: Jobert Galang
Company: Wells Fargo
Email address: jobert.a.galang@wellsfargo.com
Name: Herbert Geñorga
Company: Wells Fargo
Email address: herbert.b.genorga@wellsfargo.com
Name: Sittie Rahiema Sinarimbo
Company: Wells Fargo
Email address: sittierahiema.g.sinarimbo@wellsfargo.com
Timeline
CUSTOMER SERVICE ASSOCIATE MANAGER
Wealth Investment Management - Wells Fargo
11.2024 - Current
LEAD SECURITIES OPERATIONS REPRESENTATIVE
Wealth Investment Management - Wells Fargo
08.2022 - 11.2024
CLIENT SERVICE ANALYST
Commercial Banking - JPMorgan & Chase
11.2021 - 08.2022
QUALITY ASSURANCE ANALYST
Investment Banking - JPMorgan & Chase
07.2019 - 10.2021
ACCOUNT SUPERVISOR - ESCALATIONS
Retail Banking - JPMorgan & Chase
07.2018 - 07.2019
LEARNING & DEVELOPMENT RELIEF PRODUCT TRAINER | SME
Retail Banking - JPMorgan & Chase
08.2017 - 12.2017
CLAIMS REPRESENTATIVE
Retail Banking - JPMorgan & Chase
08.2016 - 07.2018
CUSTOMER CARE SUPPORT AND RELIEF TEAM LEAD
Teleperformance
08.2014 - 05.2016
Project Management
Bachelor of Science - Journalism
University of Negros Occidental Recoletos
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