Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jahosca Ramirez

Hagerstown,MD

Summary

Professional with strong background in customer engagement and relationship building. Skilled in communication, problem-solving, and driving customer satisfaction. Known for fostering teamwork, adaptability, and delivering consistent, impactful results. Proven ability to manage changing priorities and exceed expectations in fast-paced environment.

Overview

16
16
years of professional experience

Work History

Engagement Specialist

StarTek
12.2024 - Current
  • Developed and implemented engagement strategies to increase customer satisfaction and loyalty
  • Monitored key performance indicators (KPIs) related to customer engagement metrics, such as click-through rates, conversion rates, and time spent on website/app
  • Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner
  • Collaborated with team members to share best practices for improving call center performance metrics
  • Participated in weekly team meetings to discuss challenges faced on calls and brainstorm solutions as a group
  • Provided feedback to management regarding common customer pain points or areas for improvement within the organization's processes or systems
  • Recognized as top performer based on consistently meeting or exceeding key performance indicators (KPIs) such as average handle time (AHT), quality scores (QA), sales conversion rates
  • Assisted customers with troubleshooting technical issues, providing step-by-step instructions and escalating to the appropriate department when necessary
  • Maintained a high level of professionalism and composure during challenging or stressful customer interactions
  • Consistently achieved a customer satisfaction rating of XX% or higher based on post-call surveys
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Handled high volume of engagements and fast pace of cloud computing market.
  • Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Self Employed Seller

eBay
01.2010 - 12.2024
  • Proactively resolved customer complaints, turning potential negative experiences into positive outcomes for both the client and company.
  • Analyzed customer buying patterns to make informed decisions on merchandising displays and promotional activities.
  • Provided customers with information on shipment amounts and cost of products through email or online support chat.
  • Developed promotional strategies to increase awareness and achieve sales goals.
  • Conducted regular performance reviews of sales processes and strategies, identifying areas for improvement and implementing necessary changes to drive continuous growth.
  • Packed, labeled, and shipped products to customers, providing accurate delivery timelines.
  • Set and achieved company defined sales goals.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

Cashier Team Member

Target
09.2013 - 08.2014
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Built relationships with customers to encourage repeat business.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Answered questions about store policies and addressed customer concerns.
  • Restocked and organized merchandise in front lanes.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Enhanced shopping experience, provided product information and location assistance.

Education

High School Diploma - Communication

El Camino High School
South San Francisco, CA
06-2011

Skills

  • Resolving complex customer inquiries
  • PC skills
  • Verbal and written communication
  • Active listening
  • Call center experience
  • Product knowledge
  • De-escalation techniques
  • Excellent communication abilities
  • CRM software
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Adaptability and flexibility
  • Decision-making
  • Team collaboration

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Engagement Specialist

StarTek
12.2024 - Current

Cashier Team Member

Target
09.2013 - 08.2014

Self Employed Seller

eBay
01.2010 - 12.2024

High School Diploma - Communication

El Camino High School

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