Bilingual Customer Service Professional with Financial Experience

Jolisa María Ramos

Orlando, FL *****

************@*****.***

+1-407-***-****

Professional Summary

A snippet of who Jolisa (Myself) is. :)

While sharing a shortened view of my Work-ethic, Brief description of my skill set, A bit about my career journey, My short-term career goals & My passion(s). I would kindly describe myself as a dedicated and motivated individual with a strong work ethic and resilient personality. As an advanced bilingual in English and Spanish—fluent in speaking, reading, and writing—I bring extensive customer service experience, including navigating challenging situations. My journey toward workplace stability has shaped me into a quick learner, confident and adaptable once trained. I thrive independently and remain observant in new environments. I’m passionate about growth, both personally and professionally, and I aim to contribute meaningfully to any organization I join. I prioritize reliability, responsibility, and teamwork, consistently striving to exceed expectations and meet performance goals. I approach every task—whether complex or routine—with empathy, professionalism, and 110% effort.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Bank Teller/Customer Service Representative

Ace Cash Express-Orlando, FL

February 2024 to August 2025

Ace Cash Express – Orlando, FL February 2024 – August 2025 Loan Specialist/Customer Service Associate

• Held keyholder responsibilities, independently opening and closing the branch while strictly adhering to safety protocols and operational procedures.

• Delivered financial services including payday and installment loans ranging from $500 to $1,000, ensuring accurate input of sensitive customer data (e.g., ID, Social Security number, banking details, income verification) and conducting soft credit checks.

• Facilitated check cashing and money order services, including processing income tax checks, in compliance with verification standards and company policies.

• Managed bill payment systems for rent, utilities, car payments, internet, and credit card transactions.

• Processed MoneyGram services for domestic and international money transfers and money orders up to $1,000; supported bill payments through MoneyGram partnerships.

• Assisted customers with Netspend debit card services, including account setup, deposits, and withdrawals using both Netspend and external bank cards with PIN authentication.

• Conducted daily outbound calls for lead follow-ups, inactive/former customers, and prescreened direct mail campaigns; ensured accurate voicemail documentation including store details and payment options.

• Consistently met performance targets for Google reviews, new customer acquisition, and Netspend debit card enrollments with direct deposit.

• Solely managed branch operations during shifts, including vault and teller drawer balancing, Garda World cash handling, and maintaining secure paper trails.

• Executed end-of-day procedures with precision—securing cash assets, setting alarms, and ensuring compliance with closing protocols; verified vault and drawer balances during opening shifts, especially when following another closer.

• Maintained vigilant communication regarding district activity and operational anomalies to ensure branch safety and continuity.

Holiday inn & suites

Vista Host Hotel Management-Orlando, FL

April 2021 to November 2023

Holiday Inn & Suites – Orlando, FL April 2021 – November 2023 Front Desk Supervisor

• Progressed from Front Desk Agent to Coach and ultimately Supervisor, demonstrating rapid growth and leadership in guest services.

• Oversaw daily front desk operations, ensuring a warm, professional, and service-oriented experience for guests and staff.

• Delivered updated guest service protocols from management meetings and addressed departmental inquiries to maintain consistent service standards.

• Trained and onboarded new agents, ensuring completion of procedural checklists and readiness for independent shifts.

• Scheduled front desk staff based on occupancy forecasts and operational needs, maintaining coverage and service quality.

• Promoted professional appearance and grooming standards, reinforcing the front desk’s role as the welcoming face of the hotel.

• Advocated for team concerns and feedback, fostering transparent communication and a collaborative work environment.

• Mediated guest-agent conflicts using the “HEART” method (Hear, Empathize, Appreciate, Recognize, Thank) to resolve issues and maintain guest satisfaction.

• Took initiative to cover shifts during call-outs, ensuring uninterrupted front desk operations.

• Maintained strong interdepartmental communication with housekeeping, maintenance, and management to support seamless guest experiences.

Guest Services & Operations

• Handled reservations via phone, in person, and through third-party platforms (Expedia, Hotels.com, Priceline), including pre-assignments for high-occupancy and group bookings.

• Verified guest identification and payment methods during check-in; provided key cards and property orientation with amenity details and operating hours.

• Responded to guest inquiries regarding hotel services, room preferences, and local attractions with professionalism and empathy.

• Promoted hotel loyalty programs, recognizing returning guests and encouraging new enrollments.

• Managed check-outs with gratitude and solicited feedback to improve service quality.

• Followed all cash handling and credit card policies; maintained awareness of hotel activity and briefed team members accordingly.

• Logged vendor visits, pest control schedules, and housekeeping reports; processed incoming mail and packages per protocol.

• Completed all shift checklist tasks efficiently; prepared Manager-on-Duty (MOD) emails summarizing shift activity and expectations for the next team.

• Ensured workstations were clean and organized before shift end; verified vault and drawer balances during opening and closing procedures.

T-Mobile Sales Representative

Wireless Vision, LLC-Orlando, FL

January 2018 to January 2022

T-Mobile – Orlando, FL January 2018 – January 2022 Mobile Expert / Keyholder

• Held keyholder responsibilities, independently opening and closing the store while following all safety and operational procedures.

• Conducted daily inventory counts and balanced tills to ensure accurate cash handling and readiness for business operations.

• Delivered warm, personalized customer service by greeting every guest sincerely and listening attentively using the 80/20 method—prioritizing customer needs and lifestyle to recommend tailored wireless solutions.

• Provided complete sales support for wireless products, accessories, and service plans; clearly explained current promotions and product features to new and returning customers.

• Regularly completed training courses to stay informed on new devices, services, and updates, ensuring product knowledge remained current and relevant.

• Set up new customer accounts, performed credit checks, and verified identification; contacted support teams when needed to ensure smooth onboarding.

• Promoted upsells and cross-sells by highlighting the benefits of T-Mobile devices, accessories, and service plans, always aiming for transparent and successful transactions.

• Managed in-store retail sales and all customer communications, including emails, SMS, and phone calls.

• Consistently exceeded individual sales and commission goals, contributing to overall store performance.

• Provided account activation, troubleshooting, and escalation support with empathy and professionalism.

• Followed up with new and upgrade customers to ensure satisfaction, offer assistance, and promote referrals and new products—building lasting customer relationships.

• Maintained store cleanliness and data privacy throughout the day and during closing procedures; reset the store for the next business day.

• Balanced tills and secured all assets at shift end, ensuring compliance with closing protocols and safeguarding customer information.

Education

High school diploma

Boone High School-Orlando, FL

August 2008 to August 2013

High school diploma or GED

Skills

• Loan processing

• Sales support

• Technical troubleshooting support

• Help Desk

• Analytical thinking

• Consumer Financial Protection Bureau (CFPB) rules

• Lending

• Team development

• Conflict management (1 year)

• Interviewing

• Writing skills

• Filing

• Debt collection (2 years)

• In-person customer service (8 years)

• Computer operation

• Customer relationship management

• Microsoft Word

• Google Docs

• Computer literacy

• Assistant Manager Experience

• Debits & credits

• Customer Service

• Commercial lending analysis in risk and credit

• Correspondent lending

• Analysis skills

• Sales

• Banking regulatory compliance

• Financial analysis

• Credit risk assessment

• Mobile devices

• Microsoft Teams

• Processing cash transactions

• Operating systems

• Call center

• Confidential information handling

• Customer service

• Escalation handling

• Network Support

• Spa experience

• Marketing

• Accounts payable

• Commercial banking expertise

• Dependability

• Calendar management (2 years)

• Supervising experience - Supervising experience (1-2 years)

• Computer skills

• Technical Proficiency

• Account reconciliation

• Candidate sourcing

• Basic math

• Accounting

• Client services

• Accounting software

• Social listening

• Customer acquisition

• Venue customer assistance (2 years)

• Cash Handling

• Schedule management

• Financial sales

• POS

• Microsoft Outlook

• Finance (2 years)

• Restaurant experience

• Client interaction via phone calls

• Cash handling

• Upselling

• Financial report writing

• Leadership

• Microsoft Office

• Appointment scheduling

• Email management

• QuickBooks (1 year)

• Accounting and finance experience

• Accounts receivable

• Record keeping

• Hotel experience

• Data interpretation

• Bilingual

• Bank Secrecy Act

• Loan origination

• Financial compliance

• Productivity software

• Customer relationship building

• Dodd-Frank Act

• Portfolio management

• Front desk

• Office experience

• Typing

• Administrative experience

• Zoom (3 years)

• Organizational skills

• High-end sales

• Retail sales transactions

• Talent management software

• Operating Systems

• Account management

• Financial transaction processing

• Problem-solving

• Critical thinking

• Wholesale lending

• Social media management

• Deal closing

• Non-technical user support (2 years)

• Counting cash

• Payment processing (5 years)

• Proofreading

• Microsoft Excel

• Banking

• Software Troubleshooting

• Phone call management (2 years)

• Financial software

• Hospitality management (2 years)

• Math

• Recruiting

• CPT coding

• Multi-line phone systems

• Objection handling (sales technique)

• Interpersonal communication

• Multitasking (3 years)

• Time management

• Cash register

• Data entry

• Clerical experience

• Grammar Experience

• Hospitality

• Customer communication (8 years)

• Handheld radios

• Consumer protection laws

• Cash management (4 years)

• Phone etiquette

• Achieving sales targets - Sales targets achieved (90-100%)

• Microsoft Windows

• Equal Credit Opportunity Act (ECOA)

• Retail sales

• Commercial lending

• Teamwork

• Merchandising

• Phone answering

• Prospecting

• Communication skills

• High volume recruitment

• Retail Sales

• CPR

• Fact checking

• Windows

• POS systems

• Credit analysis

• Inside sales

• Word processing

• Loan processor experience (2 years)

• Financial modeling

• Employee relations

• Attention to detail

• Customer support

• Fraud prevention and detection

• Office management

• Financial services

• Financial concepts

• Phone communication (2 years)

• Direct sales

• Microsoft PowerPoint

• iOS

• Night audit

• Mobile Devices

• Underwriting

Languages

• Spanish - Fluent

• Bilingual

Certifications and Licenses

Driver's License

CPR Certification

ServSafe

Additional Information

Sharing a snippet of who Jolisa (I am) would be; I can prove my character to show dedication and motivation in any role i am placed in. Having a strong mind and personality, I push to be a hard worker. I am Advanced Bilingual in English and Spanish. Speaking, reading and writing. I carry heavy customer service experience including challenges. I also carry achievements as well. I feel my journey to find stability in a workplace has shaped my mind in a very skillful way. With these scenarios I have recorded many essential lessons. I am confident and am quick to learn. Based on my knowledge, I have noticed once trained and onboarding completed. I’m usually easily independent and capable to adapt in a new workplace. I am also observant. I am looking to blossom while growing within for myself and the company. Prioritizing focus on my work ethic to ideally reach success and stability. I’m also proud and passionate about teamwork. I can prove I am reliable and responsible to complete all position duties and if needed more. Also reaching certain goals or KPIs that need to be fulfilled. I have and will always give 110% of my best self. I aim to share only professional kindness, empathy, respect, and loyalty Weither it’s a resolution for problem solving or even a simple task. Thank you.

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