Ryan Ramirez
Simi Valley,CA
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Overview
23
23
years of professional experience
Work History
Call Center Supervisor
Frontier Communications
Thousand Oaks, CA
02.2016 - Current
- Supervised employees to achieve daily and monthly performance goals
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Conducted monthly quality control observations to ensure standards compliance
- Performed quarterly employee performance audits
- Led floor support, addressing employee questions and concerns effectively
- Floor support lead, helping fellow employees with questions/concerns
- Facilitated training sessions to enhance employee skills across locations
- Conducted regular performance reviews, providing constructive feedback and support for career growth
- De-escalated tense situations with angry callers..
- Supervised 34 consumer consultant in providing excellent customer service to callers requiring assistance for their issues.
District Manager of Operations
GPMM Money Centers, Inc
Ventura, CA
03.2003 - 05.2015
- Successfully managed operational costs, labor and maximized sales
- Reduced company expenses by researching smarter solutions for vendors, suppliers, services, etc.
- Developed and implemented training programs that enhanced revenue generation and productivity
- Managed operational costs and labor to maximize sales performance
- Complied with all regulatory rules and regulations regarding the short-term loan industry, including the Bank Secrecy Act, the Anti-Money Laundering Act, OFAC, the USA Patriot Act, the Privacy Act, and the Community Reinvestment Act
- Complied with all regulatory rules and regulations regarding the short-term loan industry, including the Bank Secrecy Act, the Anti-Money Laundering Act, OFAC, the USA Patriot Act, the Privacy Act, and the Community Reinvestment Act
- Researched and identified cost-effective solutions for vendors and services, resulting in reduced company expenses
Education
High School Diploma -
Simi Valley High School
Simi Valley, CA01-1999
Skills
- Customer service
- Effective Leadership
- Independent Management
- Excellent Customer Service Skills
- Conflict Resolution
- Call management
- High-volume calls
- Detail Oriented
- Team Player
- Interpersonal communication
- Active Listener
- Positive Attitude
- Reliable
- Empathy and patience
Timeline
Call Center Supervisor
Frontier Communications
02.2016 - Current
District Manager of Operations
GPMM Money Centers, Inc
03.2003 - 05.2015
High School Diploma -
Simi Valley High School