Photography
Christina Ramos
Customer Experience Manager
Houston,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Virtual Service Manager
Tesla
4 2021 - 4 2024
- Managed 15 employees handling customer service phone calls for pre-service appointment processing
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Hired, trained and supervised team of service staff members to meet business goals.
Mobile Service Manager
Tesla
12.2019 - 04.2021
- Supervised 18 technicians handling in-person customer repairs
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
Service Advisor
Tesla
06.2015 - 12.2019
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
Service Advisor
Baker Nissan
09.2013 - 06.2015
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
Education
B.S. - Family & Consumer Sciences, Fashion Merchandising
Cal. State University - Long Beach
Long Beach, CA 08.2005 - 05.2010
Skills
Empathy
Interests
Gardening
Timeline
Mobile Service Manager
Tesla
12.2019 - 04.2021
Service Advisor
Tesla
06.2015 - 12.2019
Service Advisor
Baker Nissan
09.2013 - 06.2015
B.S. - Family & Consumer Sciences, Fashion Merchandising
Cal. State University - Long Beach
08.2005 - 05.2010
Virtual Service Manager
Tesla
4 2021 - 4 2024