Stephanie Ramos
Summary
Efficient Customer Service focused on resolving customer concerns quickly to maximize satisfaction. Expert at providing relevant information and options to successfully resolve issues. Well-versed in operational standards and best practice in mortgage industry. Upbeat and energetic handling difficult situation through resourcefulness and adaptability.
Overview
14
14
years of professional experience
Work History
Quality Control Analyst
LoanCare, A Service Link Company
2019.08 - Current
- Enhanced software quality by conducting thorough testing and identifying areas for improvement.
- Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
- Defined and implemented quality initiatives to reduce risk.
- Analyzed quality and performance data to support operational customer service and collection calls.
- Organized and maintained work environment to allow for maximum productivity.
Bilingual Customer Experience Specialist II
LoanCare, A ServiceLink Company
2017.01 - 2019.07
- Responsible for answering high volume of incoming calls and providing the client with professional, friendly, empathetic and efficient service when answering questions, resolving problems with payments or escrows and other mortgage related inquiries
- Performed mortgage servicing related functions by generating payoff statements, update mailing addresses, review and explain escrow analysis as well as cross sell other products
- Developed strong relationships with clients, leading to increased trust and repeat business.
- Assist Supervisor to train new hires as needed
Customer Service Representative
GMD AIRLINE SERVICES, INC.
2015.01 - 2017.01
- Responsible to provide flight arrival and departure information, flight boarding documents, lost or damaged baggage documentation, and cargo tracking information.
- Handle cash, credit cards, and personal check transactions and announce both incoming and outbound.
- Book airline tickets, accept and process checked baggage weighing up to 100 lbs and placed on conveyor belts
- Research and provide solutions to travel-related problems clients may experience
Customer Service Representative
Caribbean Cinemas
2013.01 - 2015.01
- Responsible to answer customers questions, helping them locate items, and providing recommendations
- Responsible for balancing the cash register and generating reports for credit and debit sales
- Educate and train customers on how to conduct simple transactions through self-service options
- Processing refunds and exchanges, resolving customers complaints and responsible to provide excellent customer experience.
Customer Service Representative
MARRIOTT COURTYARD HOTEL
2010.07 - 2012.09
- Responsible to complete scheduled inventories. Opening inventory) of supplies, food, and liquor, to check stock and requisition necessary supplies
- Partner with and assists others to promote an environment of teamwork and achieve common goals
- Contact appropriate individual or department (e.g Bellman, Front Desk, Housekeeping, Engineering, and Security/ Loss Prevention) to resolve guest call, request, or issue.
- Responsible to maintain confidentiality of proprietary materials and guest information.
Education
Dental Assistant -
NATIONAL UNIVERSITY COLLEGE
Bayamon, PR12.2014
Cosmetology -
AMEDCO
Bayamon, PR12.2008
Skills
- Performance Tracking
- Database Management
- Problem resolution
- Customer Service
- Team Collaboration
- Microsoft Office
- Analytical Thinking
- Teamwork and Positive Attitude
- Operation efficiency
- Process Implementation
Timeline
Quality Control Analyst
LoanCare, A Service Link Company
2019.08 - Current
Bilingual Customer Experience Specialist II
LoanCare, A ServiceLink Company
2017.01 - 2019.07
Customer Service Representative
GMD AIRLINE SERVICES, INC.
2015.01 - 2017.01
Customer Service Representative
Caribbean Cinemas
2013.01 - 2015.01
Customer Service Representative
MARRIOTT COURTYARD HOTEL
2010.07 - 2012.09
Dental Assistant -
NATIONAL UNIVERSITY COLLEGE
Cosmetology -
AMEDCO
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