David Sytsma-Ramos
Skokie,IL
Summary
Professional with strong background in managing escalations and resolving complex customer issues. Skilled in leading teams to achieve high performance, maintaining flexibility under changing conditions, and delivering impactful results. Effective communicator with focus on building collaborative environments and driving continuous improvement. Adept at problem-solving, conflict resolution, and fostering positive relationships.
Overview
19
19
years of professional experience
Work History
Administrative Manager
Relational Psychology Group, Inc
04.2025 - Current
- Improved office efficiency by implementing streamlined administrative processes and procedures.
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Managed complex calendars, coordinating meetings and appointments to maximize executive availability and effectiveness.
- Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
- Helped patients complete necessary medical forms and documentation.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Checked patient insurance, demographic, and health history to keep information current.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Supported office staff and operational requirements with administrative tasks.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Escalations Supervisor
Uber Technologies Inc
05.2022 - 04.2025
- Managed upwards of 30+ incoming calls and emails per day
- Provided frontline agents with support
- Identifying concerns that the agent has overlooked and suggesting viable solutions
- Utilized available tools to investigate escalated customer issues/queries
- Understanding complex and nuanced policies set forth by company and individual states
- Accurately documenting steps taken to reach resolutions.
- Meet performance-based goals on a weekly basis
- Reduced resolution times by establishing clear communication channels between customers, support teams, and internal stakeholders.
- Balanced competing priorities while managing multiple escalated cases simultaneously, ensuring each received prompt attention without compromising service quality elsewhere.
Agent-In-Charge
Zenleaf (was MedMen)
10.2021 - 05.2022
- Supervise and provide support for a team of dispensary agents
- Assist medical patients and consumers with customer service issues and inquiries
- Create the zone chart for my team on the days I open
- Cash handling/closing down registers on closing shifts
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Consistently met compliance requirements by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Facilitated training sessions for new agents, elevating overall team performance.
- Oversaw compliance with regulatory requirements, maintaining company's reputation.
Patient Care Advisor
MedMen
12.2019 - 10.2021
- Educate medical patients and consumers about the effects, benefits, and overall experience of various cannabis-based products
- Enhanced customer satisfaction by providing personalized cannabis product recommendations based on individual needs and preferences.
- Screen incoming medical patients and consumers before the dispensary entrance
- Responsible for maintaining accurate inventory counts on opening shifts
- Enhanced cleanliness and safety of patient areas, reducing risk of infections and promoting healthy environment.
- Navigated challenging customer interactions gracefully while adhering to company policies and values at all times.
- Educated customers on state regulations surrounding cannabis consumption, helping them navigate legal limitations responsibly.
Pet Care Assistant Manager/Manager
Bark Bark Club
02.2014 - 04.2019
- Manage a team of 3 in-office personnel and 20+ dog walkers
- Create a schedule to conduct 800+ pet visits weekly
- Plan and lead weekly department meeting
- Assist with community partnership events (e.g. Pet Parades, Happy Yappy Hours, Customer Appreciation events, etc.)
- Responsible for interviewing, hiring, and training all In-Home Pet Care employees
- Responsible for implementing disciplinary actions of all In-Home Pet Care employees, including but not limited to, verbal and written warnings, remediation, and termination
- Schedule and conduct initial Meet & Greet with new clients. This involved going to the client’s home and assessing the pet’s behavior, gathering all the detailed notes In-Home Pet Care employees need, entering notes into our database, and setting up a schedule for the client
Dog Walker
Bark Bark Club
08.2008 - 02.2014
- Maintained a weekly dog walking schedule
- Conducted over 50 visits per week (on average)
Security Associate
Iidon Security Associates
09.2007 - 07.2008
- Patrolled buildings and grounds of an assigned post
- Monitored and reported irregularities of premises (e.g. fire hazards, malfunctioning utilities, unsecured areas, etc.) and suspicious behaviors
- Assisted visitors, students, faculty, and employees with basic needs (e.g. building directions, etc.)
- Answered client, citizen, or resident questions within company policies
Education
High School Diploma -
Nicholas Senn High School
Chicago, IL06-2004
Skills
- Google Docs/Microsoft Office
- Salesforce
- Account Management Software
- Complaint investigation
- Reporting and documentation
- Data entry
- Customer relationship management
- Team collaboration
- Staff management
- Schedule management
- Training and coaching
- Performance evaluations
- Critical thinking
- Decision-making
- Problem-solving
- Attention to detail
LANGUAGES
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Administrative Manager
Relational Psychology Group, Inc
04.2025 - Current
Escalations Supervisor
Uber Technologies Inc
05.2022 - 04.2025
Agent-In-Charge
Zenleaf (was MedMen)
10.2021 - 05.2022
Patient Care Advisor
MedMen
12.2019 - 10.2021
Pet Care Assistant Manager/Manager
Bark Bark Club
02.2014 - 04.2019
Dog Walker
Bark Bark Club
08.2008 - 02.2014
Security Associate
Iidon Security Associates
09.2007 - 07.2008
High School Diploma -
Nicholas Senn High School