Amelia Ramirez
North Richland Hills
Summary
Dynamic professional with extensive experience in customer service and administrative support, notably at First Source Solutions Limited. Excelled in complaint handling and CRM software, boosting customer satisfaction and team performance. Skilled in fostering teamwork and offering bilingual support, achieving significant improvements in service delivery and operational efficiency.
Overview
12
12
years of professional experience
Work History
Lead Customer Service Representative
First Source Solutions Ltmited
08.2024 - 10.2024
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Engaged clients in person and over phone to answer questions and address complaints.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
Bilingual Customer Service Representative
Collective Health
10.2023 - 05.2024
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Type-speaking customers.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
Sales Agent
GEICO, Government Employees Insurance
12.2022 - 09.2023
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Boosted referral rates by cultivating positive relationships with satisfied customers who were eager to recommend our products/services to others.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Customer Service Representative
Bank of America
03.2022 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Customer and Dispatching Service Representative
AMSEC
12.2019 - 02.2022
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Managed a high volume of incoming calls while maintaining composure under pressure, contributing to smooth operations.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Assisted in resolving customer complaints and grievances.
- Coordinated emergency responses efficiently, ensuring prompt assistance for those in need.
Administrative Assistant
Kittrich Corporation
01.2013 - 04.2017
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
Education
Medical Administration - Medical Records
Summit College
Colton, CA04.2013
Skills
- Complaint handling
- Team member training
- Work prioritization
- Call management
- Call center experience
- Customer complaint resolution
- Customer support
- Escalation management
- Willingness to lead
- Customer correspondence
- Order processing
- CRM software
- Customer service
- Problem-solving
- Multitasking and organization
- Positive and friendly
- Payment processing
- Administrative support
- Order fulfillment
- Credit card processing
- Service metrics tracking
- Software CRM
- Receiving support
- Calm and professional under pressure
- Teamwork and collaboration
- Understanding customer needs
- Professional telephone demeanor
- Customer relationship management (CRM)
- MS office
- Service upselling
- Problem resolution
- Call documentation
- Computer skills
- Data entry
- Language fluency
- Sales expertise
- Office equipment proficiency
- Order documentation
- Cross-functional collaboration
- Oracle enterpriseone
- Data management
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Supervised team of Number staff members.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
Spanish
Native or Bilingual
Timeline
Lead Customer Service Representative
First Source Solutions Ltmited
08.2024 - 10.2024
Bilingual Customer Service Representative
Collective Health
10.2023 - 05.2024
Sales Agent
GEICO, Government Employees Insurance
12.2022 - 09.2023
Customer Service Representative
Bank of America
03.2022 - 09.2022
Customer and Dispatching Service Representative
AMSEC
12.2019 - 02.2022
Administrative Assistant
Kittrich Corporation
01.2013 - 04.2017
Medical Administration - Medical Records
Summit College
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