Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Camile Ramos

Union City

Summary

Dynamic Lead Senior Client Advisor at The RealReal with a proven track record in quality assurance and performance analysis. Expert in enhancing customer service excellence through effective coaching and conflict resolution. Successfully improved service metrics and team capabilities, driving engagement and satisfaction in a fast-paced eCommerce environment.

Overview

6
6
years of professional experience

Work History

Lead Senior Client Advisor

The RealReal
Perth Amboy
01.2023 - Current
  • Cultivated client relationships through responsive, solution-driven support to enhance trust and long-term engagement.
  • Conducted quality assurance by grading agent tickets for accuracy, policy compliance, and tone; delivered actionable feedback to elevate service quality.
  • Developed bi-weekly refresher content on service trends, process updates, and focus areas to promote best practices and continuous learning.
  • Analyzed key service metrics and customer interaction trends to inform process improvements and coaching initiatives.
  • Audited aging unresolved tickets and site credits from the offshore team to ensure resolution and policy adherence; communicated insights to leadership for workflow enhancement.
  • Facilitated onboarding and peer development by providing tools, resources, and real-time guidance to improve team capabilities.
  • Collaborated with team leads for effective queue management, task prioritization, and achievement of service level goals.

Ecommerce Assistant Manager

Frette
Wayne
09.2021 - 12.2023
  • Managed order entry in Microsoft Dynamics software for accurate, timely processing.
  • Responded to client inquiries regarding inventory ETAs, sales order statuses, and carrier claims.
  • Generated and analyzed reports on open orders, item history, and customer sales history.
  • Executed various ad-hoc projects to support team objectives.

Client Advisor

Gucci America
Jersey City
08.2019 - 08.2021
  • Delivered exceptional online customer service through effective phone and written communication.
  • Managed customer cases to provide support on eCommerce products and services.
  • Addressed inquiries regarding stock availability, orders, returns, exchanges, and shipping details.
  • Achieved monthly sales goal of $50,000 by enhancing U.S. e-commerce performance.

Education

Some College (No Degree) - Business

Hudson Community College
Union City, NJ

Skills

  • Quality assurance and service monitoring
  • Performance tracking and analysis
  • Conflict resolution and de-escalation
  • Multichannel customer support
  • Peer coaching and mentorship
  • Feedback and scoring systems (eg, MaestroQA)
  • Workflow optimization strategies
  • Customer service excellence

Languages

Spanish
Native/ Bilingual

Timeline

Lead Senior Client Advisor

The RealReal
01.2023 - Current

Ecommerce Assistant Manager

Frette
09.2021 - 12.2023

Client Advisor

Gucci America
08.2019 - 08.2021

Some College (No Degree) - Business

Hudson Community College

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Camile Ramos