Erica Ramirez
Houston,TX
Summary
Dynamic Customer Service Representative with over 4+ years of experience, proven skills in CRM proficiency, omnichannel support, and de-escalation. Committed to delivering exceptional customer experiences while managing high-pressure situations effectively.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Cita Marketplace
Houston, TX
02.2024 - 03.2026
- Handled the full cycle of customer support across chat, email, and phone, dealing with everything from basic account recovery to complex payment disputes.
- Mastered the Cita Marketplace platform to walk users through technical issues, ensuring buyers and sellers could complete transactions without hitting roadblocks.
- Acted as the primary point of contact for high-pressure situations, de-escalating frustrated users by providing clear, honest timelines for resolution.
- Documented recurring platform bugs and user pain points in the CRM, giving the development team the specific feedback needed to fix checkout errors and navigation issues.
- Managed a constant queue of tickets while maintaining a high standard of accuracy, making sure no user was left without a response for more than a few hours.
- Cross-trained new team members on internal tools and company policies to help the support desk stay caught up during peak traffic periods.
Customer Service Representative
Creative Consumer Research
Sugar Land, TX
04.2022 - 01.2024
- Conducted outbound and inbound research interviews, maintaining a neutral and professional tone to ensure data was collected without bias.
- Navigated complex survey software to accurately record participant responses in real-time, ensuring zero errors in the final data sets.
- Developed techniques to keep participants engaged during long-form surveys, significantly increasing the completion rate of assigned projects.
- Handled sensitive demographic and personal information with strict confidentiality, following all company and legal privacy protocols.
- Hit daily and weekly call quotas in a fast-paced environment while maintaining the quality standards required by the research analysts.
- Quickly learned the specific logic and requirements for different research studies, switching between various scripts and project goals on the fly.
Education
Associate of Science - Business Administration
Houston Community College
Houston, TXSkills
- CRM Proficiency: Expert in Zendesk and Salesforce for managing high-volume ticket lifecycles
- Omnichannel Support: Simultaneously managing customer inquiries via Live Chat, Email, and Phone
- De-escalation: Proven ability to resolve high-pressure conflicts and turn around negative customer experiences
- Technical Troubleshooting: Diagnosing platform bugs, account access issues, and payment glitches
- Remote Collaboration: Fluent in Slack, Zoom, and Microsoft Teams for seamless team communication
- Key Performance Metrics: Consistently exceeding goals for CSAT (Customer Satisfaction) and FRT (First Response Time)
- Data Privacy & Accuracy: Securely handling sensitive user data and maintaining precise documentation in the CRM
Timeline
Customer Service Representative
Cita Marketplace
02.2024 - 03.2026
Customer Service Representative
Creative Consumer Research
04.2022 - 01.2024
Associate of Science - Business Administration
Houston Community College