Gabriela Ramos
Florence,AZ
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Private Nanny
Personal Business
Florence, Arizona
05.2025 - Current
- Supervised daily activities and routines for children, ensuring safety and promoting developmental growth.
- Transported children to and from school, extra-curricular activities and play-dates.
- Identified early signs of emotional and developmental problems in children to bring concerns to parents' attention.
- Communicated regularly with parents to discuss children's progress and address concerns, fostering strong partnerships in child care.
- Managed household duties including laundry, grocery shopping, and light housekeeping, maintaining a well-organized and comfortable home environment.
Customer Service Representative
Santander Consumer USA
Mesa, Arizona
09.2019 - 10.2022
- Educated customers on billing procedures, processed payments, and assisted with payment option setups to enhance customer understanding.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Handled high-volume calls, maintaining quality service standards to ensure customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recorded customer interactions and payment agreements in the database system to ensure accurate tracking and follow-up.
Quality Assurance Analyst
Alorica
Mesa, AZ
05.2015 - 09.2019
- Developed and maintained quality assurance protocols to enhance call center operations.
- Conducted regular audits to ensure compliance with company standards.
- Collaborated with teams to identify process improvements and enhance service quality.
- Communicated with management to report on quality trends and recommend improvements.
- Prepared reports detailing overall project progress according to established timelines.
CSR/Escalation Specialist
Alorica
Mesa, AZ
03.2014 - 05.2015
- Managed complex customer escalations to ensure timely resolution and satisfaction.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Tracked customer interactions and documented issues using company software to enhance service quality.
- Adjusted bills and processed refunds to effectively resolve customer service or billing complaints.
- Informed customers about potential service upgrades and account changes to improve customer satisfaction and retention.
Education
High School Diploma -
MESA HIGH
MESA05-2013
Some College (No Degree) - Education
Maricopa Community Colleges, Mesa Community College
Mesa, AZSkills
- Billing procedures
- Calm under pressure
- Inbound and outbound calls
- Problem solving
- Multitasking and organization
- Bilingual
- Conflict resolution
- Childcare management
Languages
Spanish
Professional
Certification
- caregiver
Timeline
Private Nanny
Personal Business
05.2025 - Current
Customer Service Representative
Santander Consumer USA
09.2019 - 10.2022
Quality Assurance Analyst
Alorica
05.2015 - 09.2019
CSR/Escalation Specialist
Alorica
03.2014 - 05.2015
High School Diploma -
MESA HIGH
Some College (No Degree) - Education
Maricopa Community Colleges, Mesa Community College