Carlos David Ramirez Monterroso
Summary
Customer-oriented professional with several-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
Conduent Business Services
Guatemala City, Guatemala
01.2023 - Current
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Created reports on daily, weekly, monthly basis related to customer service activities.
Quality Assurance Specialist
Conduent Business Services
Guatemala City, Guatemala
09.2021 - 12.2022
- Evaluated products for functionality, usability, reliability, performance and accuracy according to established criteria.
- Trained staff on best practices for collecting feedback from customers during interactions with company personnel or online platforms.
- Monitored competitor activities related to product quality assurance process improvements.
Back Office Specialist
Conduent Business Services
Guatemala City, Guatemala
01.2019 - 09.2021
- Provided technical assistance to customers with the online account setup process for the loyalty program.
- Assisted in the preparation of financial statements and reports for senior management review.
- Researched customer accounts to ensure that all payments were properly applied and reconciled.
- Responded promptly to customer inquiries, concerns, and complaints.
Customer Service Representative
Conduent Business Services
Guatemala City, Guatemala
01.2017 - 12.2018
- Provided customer service to clients regarding cruise packages, itineraries, and travel information.
- Assisted customers in selecting the best package for their budget and preferences.
- Researched availability of cruises, flights, hotels, car rentals, and other vacation components.
- Maintained knowledge of current promotions and specials offered by cruise lines.
- Processed payments from customers using credit cards or alternative payment methods.
Education
High School Diploma -
Colegio De Informatica IMB-PC
Guatemala City, Guatemala10-2008
Administracion De Empresas Con Hoteleria Y Turismo
Universidad Mariano Galvez
Guatemala CIty, GuatemalaSkills
- Emotional intelligence
- Communications leadership
- Team communication
- Group dynamics
- Team leadership
- Positive reinforcement
- Task prioritization
- Self-confidence development
- Diversity and inclusion initiatives
- Teamwork and collaboration
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Customer Service Supervisor
Conduent Business Services
01.2023 - Current
Quality Assurance Specialist
Conduent Business Services
09.2021 - 12.2022
Back Office Specialist
Conduent Business Services
01.2019 - 09.2021
Customer Service Representative
Conduent Business Services
01.2017 - 12.2018
High School Diploma -
Colegio De Informatica IMB-PC
Administracion De Empresas Con Hoteleria Y Turismo
Universidad Mariano Galvez
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