Esmeralda Ramirez
Los Angeles,CA
Summary
Customer service professional with leadership experience seeking a Customer Service Manager role where I can contribute to team performance, operational efficiency, and client satisfaction. Proven ability to support team members, manage workflows, resolve escalations, and maintain high service standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Enrollment Matching Specialist (Team Lead)
Big Brothers Big Sisters of Greater Los Angeles
Los Angeles
03.2024 - Current
- Conduct interviews and assessments, manage workflows using Salesforce, Acuity, and Form Assembly, support team operations, collaborate across departments, and assist with onboarding and training.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Conducted needs assessments to align services with community demands and organizational goals.
- I was recognized as a top performer, ranking in the top 3% of my team for meeting and exceeding performance goals.
Co-Owner / Operations Manager
Esmeralda’s Furniture
Los Angeles, CA
01.2017 - 04.2026
- Managed full business operations including staff, scheduling, and customer service. Resolved escalations, handled bookkeeping and inventory, and improved workflows while balancing full-time employment.
- Managed high-volume customer interactions of 50+ customers daily during peak hours, maintaining professionalism and high customer satisfaction.
Customer Relations Specialist (Team Lead)
Big Brothers Big Sisters of Greater Los Angeles
Los Ángeles
11.2021 - 03.2024
- Managed high-volume communication channels, handling 110+ daily calls and email inquiries, while maintaining efficiency, accuracy, and a high standard of customer service.
- Led daily operations supporting a team of 5+ staff members, trained and onboarded employees, handled escalated client concerns, managed intake processes, and utilized Outlook and Excel for tracking and communication.
Insurance Processor
Westlake Financial Services
Los Angeles
02.2014 - 11.2016
- Managed high-volume customer interactions of 50+ customers daily during peak hours, maintaining professionalism and high customer satisfaction.
- Processed claims, resolved customer inquiries, and coordinated with providers to ensure timely service.
Education
Bachelor’s Degree - Psychology
Western Governors University
Utah04.2028
High School Diploma -
San Antonio High School
Huntington Park, CA06.2011
Skills
- Customer Service Operations
- Team Leadership & Staff Support
- Process Improvement
- Communication & Conflict Resolution
- Salesforce, Acuity, Form Assembly
- Microsoft Outlook & Excel
- Zappier (Workflow Automation)
- Bilingual: Spanish & English
Accomplishments
- Supervised team of 5 staff members and have also looked over other programs.
One of my biggest accomplishments was helping transition a paper-based workflow into a more efficient electronic system, which improved organization, accuracy, and overall team productivity.
In addition, I have played a key role in connecting mentors with youth, building meaningful relationships that have had a lasting impact. I’ve received direct feedback from clients recognizing the positive changes in their lives as a result of these connections, which is something I take a lot of pride in.
Certification
- Live Scan / Fingerprint Certified
- Notary Commission (Available upon request)
- Mandated Reporter Training
- Child Safety & Risk Assessment
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Enrollment Matching Specialist (Team Lead)
Big Brothers Big Sisters of Greater Los Angeles
03.2024 - Current
Customer Relations Specialist (Team Lead)
Big Brothers Big Sisters of Greater Los Angeles
11.2021 - 03.2024
Co-Owner / Operations Manager
Esmeralda’s Furniture
01.2017 - 04.2026
Insurance Processor
Westlake Financial Services
02.2014 - 11.2016
Bachelor’s Degree - Psychology
Western Governors University
High School Diploma -
San Antonio High School