Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Health Condition
Certification
Reference
Timeline
Generic
Cony G. Ruiz

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, Philippines
01.2013

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
Cony G. Ruiz