Deborah Ramos
Summary
Hardworking Shift Leader gifted at reviewing team tasks to assure quality. Engaging and personable coach and employee trainer successful at maximizing team productivity. Consistently recognized for hard work, attention to detail and goal achievement. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Maximus
04.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Shift Leader
Cracker Barrel Country Store
08.2020 - 04.2023
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Effectively supervised staff of [Number] personnel by implementing company policies, protocols, work rules and disciplinary action.
Head Grill Cook
Cracker Barrel Old Country Store
06.2020 - 04.2023
- Cleaned and maintained kitchen equipment regularly.
- Cooked regular menu items and seasonal offerings according to corporate standards and guidelines.
- Oversaw care and maintenance of kitchen equipment.
- Prepared food items such as meats, poultry and fish for frying purposes.
- Provided support to crew members through all facets of food preparation and delivery.
- Distributed food to team members with efficiency in high-volume environment.
- Monitored line efficiency and implemented improvements for increased productivity.
To-Go Specialist
Cracker Barrel Old Country Store
12.2017 - 04.2023
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
Lead Server Trainer
Cracker Barrel Old Country Store
12.2017 - 04.2023
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Observed participants and provided corrective measures for skill improvement.
- Discussed proper procedures for requesting identification and provided practice opportunities to trainees.
- Presented training material with varied instructional methods to maintain attention of participants.
- Fostered positive environment of learning to support and develop proficient certified servers to limit liability.
Education
Associate of Arts - Elementary Education
South Texas College
McAllen 12.2017
High School Diploma -
Nikki Rowe High School
McAllen, TX05.2014
Skills
- Training Assistance
- Quality Standards
- Managing Operations and Efficiency
- Customer Service Management
- Employee Coaching and Motivation
- Role Modeling
- Administration and Reporting
- Team Leadership
- Inventory Counts
- Team Member Motivation
- Individual and Team Goals
- Sanitization Protocols
- Bulk Food Preparation
- Technical Support
Accomplishments
- Supervised team of 5 staff members.
- Achieved 500+ Thanksgiving meals for 4 consecutive years through effectively helping with taking a high volume of orders by phone, in person and online.
- 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
Customer Service Representative
Maximus
04.2023 - Current
Shift Leader
Cracker Barrel Country Store
08.2020 - 04.2023
Head Grill Cook
Cracker Barrel Old Country Store
06.2020 - 04.2023
To-Go Specialist
Cracker Barrel Old Country Store
12.2017 - 04.2023
Lead Server Trainer
Cracker Barrel Old Country Store
12.2017 - 04.2023
Associate of Arts - Elementary Education
South Texas College
High School Diploma -
Nikki Rowe High School