Amber Ramos
Tampa,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Call Center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Bilingual Customer Service Representative
Progressive Insurance
Tampa, FL
11.2022 - Current
- Leveraged multilingual skills to review, record and organize written data from variety of sources.
- Displayed patience and understanding when dealing with difficult situations.
- Consulted with customers regarding needs and addressed concerns.
Customer Care Advocate Tech Tier 1
Verizon Wireless
06.2018 - 11.2023
- To aid all customers with billing, technical support and any other customer concerns and questions.
- Promoted available products and services to customers during service, account management and order calls.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Early Stage Account Manager
Santander Consumer USA
San Juan, PR
02.2017 - 05.2018
- Collections on accounts past due sixty days or less
- Conducted research on customers to ensure accurate contact information was on file.
- Utilized various software programs such as Microsoft Office Suite for daily tasks.
- Resolved escalated customer complaints in a professional manner while maintaining compliance standards.
Team Leader
Atento Puerto Rico
Caguas, PR
11.2012 - 02.2017
- Assistant to supervisor with team of 25 while doing administrative duties and taking escalated calls
- Aided all customers with disputed transactions, identity theft and followed banking regulations.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Maintained positive working relationship with fellow staff and management.
Education
Bachelor's in Business Management - Human Resources Management
Strayer University
Tampa, FL12-2024
High School diploma -
Greater Lawrence Technical School
Andover, MA05.2006
Skills
- Strong Leadership Skills
- 60 WPM
- Call Management
- Customer Support
- Spanish Translation
- Call Center Operations
Timeline
Bilingual Customer Service Representative
Progressive Insurance
11.2022 - Current
Customer Care Advocate Tech Tier 1
Verizon Wireless
06.2018 - 11.2023
Early Stage Account Manager
Santander Consumer USA
02.2017 - 05.2018
Team Leader
Atento Puerto Rico
11.2012 - 02.2017
Bachelor's in Business Management - Human Resources Management
Strayer University
High School diploma -
Greater Lawrence Technical School