Rouella Ramos has worked in recruitment, training, and customer service roles for banks and other companies in Dubai and the Philippines since 2008. Her most recent role is as a sales and service representative for Dubai Islamic Bank, where she is responsible for answering client queries, presenting new products, and achieving sales targets. Previously she held recruitment and training officer roles at Citibank Dubai and Paris Gallery, and began her career in customer service at HSBC and Apac Customer Service. She has a bachelor's degree in psychology, business administration, and education.

1. +971 52 440 1306 | wawie.ramos@gmail.com
ROUELLAS.RAMOS
E M P L O Y M E N T
NOVEMBER 2015 - PRESENT SALES / SERVICE REPRESENTATIVE – DUBAI ISLAMIC BANK
The key point of contact between Dubai Islamic Bank and its clients: answering
queries, offering advice and introducing new products.
 organizing sales visits
 demonstrating and presenting financial products
 establishing new business
 maintaining accurate records
 attending trade exhibitions, conferences and meetings
 reviewing sales performance
 negotiating contracts and packages
 Achieve monthly & annual targets.
JUNE 2015 – OCTOBER 2015 RECRUITMENT & TRAINING OFFICER – PARIS GALLERY
A Seasoned Exécutive as an ADMIN/ HR & RECRUITMENT OFFICER / SALES
CUSTOMER SERVICE EXECUTIVE with 10 years of Professional Expérience and an
effective Communicator possessing excellent présentation & soft skills with
honed administrative and Customer service management, logical and
problem-solving abilities, and the ability to successfully meet deadlines, while
building rapport and nurturing fruitful relationships with customers.
Managing the learning and professional development of PARIS GALLERY’S
workforce. By assessing the training needs of the employees, facilitate
schemes and arrange training days.
 Developing HR training and development strategies with line managers by
considering immediate and long-term staff requirements.
 Analyzing training needs in conjunction with line managers.
 Planning, directing and delivering training and development programs
including staff inductions, to accomplish the organization’s goals.
 Developing individual training programs that meet the skills gap identified
through training needs assessment.
 Designing and implementing appropriate e-learning strategies.
 Promoting an open knowledge-sharing environment that builds
knowledge, skills and service for the benefit of the organization as a whole.

2. +971 52 440 1306 | wawie.ramos@gmail.com
APRIL 2011 – MAY 2015 RECRUITMENT & TRAINING OFFICER – CITIBANK, DUBAI UAE
FEB 2008 – MARCH 2011 CUSTOMER CARE ASSOCIATE – HSBC FILINVEST, ALABANG PHILIPPINES
 identifying training and development needs within an organization
through job analysis, appraisal schemes and regular consultation with
business managers and human resources departments;
 designing and expanding training and development programs based
on the needs of the organization and the individual;
 working in a team to produce programs that are satisfactory to all
relevant parties in an organization, such as line managers, accountants
and senior managers at board level;
 considering the costs of planned programs and keeping within
budgets as assessing the return on investment of any training or
development programme is becoming increasingly important;
 developing effective induction programs;
 conducting appraisals;
 devising individual learning plans;
 producing training materials for in-house courses;
 managing the delivery of training and development programs and, in
a more senior role, devising a training strategy for the organization;
 monitoring and reviewing the progress of trainees through
questionnaires and discussions with managers;
 ensuring that statutory training requirements are met;
 evaluating training and development programs;
 amending and revising programs as necessary, in order to adapt to
changes occurring in the work environment;
 helping line managers and trainers solve specific training problems,
either on a one-to-one basis or in groups;
 keeping up to date with developments in training by reading relevant
journals, going to meetings and attending relevant courses;
 having an understanding of e-learning techniques, and where
relevant, being involved in the creation and/or delivery of e-learning
packages;
 Researching new technologies and methodologies in workplace
learning and presenting this research.
Processes and initiates various financial transactions for Company customers
and assists branch office management in new business through referrals and
meets established sales referral and promotional sales goals. Enhances
Company image through pro-active customer-driven servicing of their needs in
support of the goal of exceeding customer expectations.

3. +971 52 440 1306 | wawie.ramos@gmail.com
Impact on the Business
 Meet established sales referral and promotional sales goals
 Accept and process deposits, payments, checks for cashing and other
transactions according to established procedures and performance
standards.
 Ready workstation at start of shift; strike and balance cash and
transactions at end of shift.
 Live and represent the brand; exemplify the five brand attributes of
being perceptive, progressive, responsive, respectful and fair, both
internally and externally.
Customers / Stakeholders
 Enhance Company image through pro-active customer-driven
servicing of their needs in support of the goal of exceeding customer
expectations; initiate referral of new business through customer
contact and use of customer relationship management system
Operational Effectiveness & Control
 Adhere to branch cash control and security requirements in control of
cash and negotiable items.
 Adhere to established customer interaction standards for every
transaction.
 Maintain current knowledge of Company products and services and
applicable Federal regulations, including Bank Secrecy and Know Your
Customer principles. Adhere strictly to compliance and operational risk
controls in accordance with Company and regulatory standards,
policies and practices; report control weaknesses, compliance
breaches and operational loss events.
 To implement the Group compliance policy locally by containing
compliance risk in liaison with the Head of Group Compliance, Global
Business Compliance Officer, Area Compliance Officer or Local
Compliance Officer, ensuring adequate compliance resources and
training, fostering a compliance culture and optimizing relations with
regulators.
 Complete other responsibilities, as assigned.
Management of Risk
 Ensure compliance, operational risk controls in accordance with HSBC
or regulatory standards and policies; and optimize relations with
regulators by addressing any issues.
Observation of Internal Controls
 Maintains HSBC internal control standards, including timely
implementation of internal and external audit points together with any
issues raised by external regulators.

4. +971 52 440 1306 | wawie.ramos@gmail.com
FEB 2006 – JAN 2008 HR OFFICER (EMPLOYEE RELATIONS) – APAC CUSTOMER SERVICE
 Assist employees with HR issues
 Complete appraisal for regularization of employees
 Handle exit interview for resigned employees
 Perform report on exit interview process
 Handle behavioural cases of different department
 Generate purchase request and receipts related to HR department
 Inform supervisors about their agents clinic concerns
 Event coordinator assistant
E D U C A T I O N
2005 BACHELOR OF SCIENCE IN PSYCHOLOGY – COLEGIO SAN AGUSTIN
2003 BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION (MAJOR IN
COMPUTER APPLICATION – COLEGIO SAN AGUSTIN
2000 DOUBLE DEGREE PROGRAM OF BACHELOR OF SCIENCE IN EDUCATION
(MAJOR IN MATHEMATICS AND COMPUTER APPLICATION – DE LA SALLE
UNIVERSITY – COLLEGE OF SAINT BENILDE
S E M I N A R S
FEBRUARY 23-25, 2014 GENERAL BUSINESS COMMUNICATION SEMINAR (EIBFS)
APRIL 12-13, 2015 ADVANCE EXCEL SEMINAR (EIBFS)

5. +971 52 440 1306 | wawie.ramos@gmail.com
S K I L L S
 CUSTOMER SERVICE SKILLS – TOP NOTCH COMMUNICATION SKILLS AND
PROFESSIONAL WORK ETHIC.
 MULTI-TASKING CAPABILITIES
 ABILITY TO WORK-IN AND LEAD A TEAM – GOOD
LEADERSHIP/DELEGATING ABILITIES FOR SUPERVISING AND MANAGING
STAFF
 HR AND ADMINISTRATION
 SALES & CUSTOMER SERVICE
 DATA COLLECTION AND DOCUMENT MANAGEMENT
 PROJECT COORDINATION AND CONTRACT MANAGEMENT
I HEREBY CERTIFY THAT THE ABOVE INFORMATION IS TRUE
AND CORRECT TO THE BEST OF MY KNOWLEDGE.
ROUELLA S. RAMOS