Javier Ramos

• Maintains a safe and secure environment by monitoring entrances, exits, and overall venue activity while enforcing venue policies with consistency and professionalism.
  
• Provides VIP level security for artists and high profile guests, ensuring privacy, discretion, and controlled access.
  
• Manages crowd control during high volume events, diffusing conflicts and preventing escalation to protect guests, staff, and performers.
  
• Verifies identification and entry credentials to prevent underage entry and unauthorized access while responding quickly to emergencies, medical incidents, and altercations.
  
• Delivers strong customer service by assisting guests with directions, inquiries, and conflict resolution in a calm and courteous manner.
  
• Coordinates with law enforcement and emergency responders when needed to support safe resolutions and maintain compliance.
  
• Maintains detailed incident reports for management review and legal documentation.
  
• Collaborates with the security team to manage large crowds at concerts, festivals, and private events while building rapport with regular patrons and VIP guests.
  
• Supports venue management during special events to ensure safety, service quality, and smooth operational flow.

• Managed high volume customer communication across phone, email, and chat while consistently maintaining fast, accurate response times and a professional service standard.
• Increased customer satisfaction by 80 percent and reduced escalations by 60 percent through effective communication, empathy, and efficient issue resolution.
• Collaborated with logistics and sales teams to streamline processes, resolve operational bottlenecks, and enhance the end to end customer experience.
• Delivered clear, detailed product information while cultivating long term client relationships that generated more than 100K in upsell revenue within a single month.
• Maintained strong professionalism and emotional intelligence in all customer interactions, reinforcing brand trust and client loyalty.
• Utilized CRM platforms to document cases, track performance metrics, and produce data driven insights that supported continuous improvement and higher service quality.
• Coordinated customer inquiries across multiple channels to ensure timely resolution.
• Developed and maintained customer service training materials for staff use.

• Versatile, revenue driven professional with a proven record of leading high energy operations, managing heavy inbound and outbound call volume, and converting inquiries into booked tours, events, and VIP experiences through elite guest service.
  
• Designed and executed strategic sales initiatives that consistently hit and exceeded revenue targets while strengthening brand visibility and market positioning.
  
• Generated $900K+ in new revenue within six months by building strong customer relationships, upselling premium experiences, and driving repeat business.
  
• Expanded customer reach by 80% and boosted engagement by 25% through targeted, data driven social media campaigns and personalized marketing outreach.
  
• Booked and coordinated high profile and celebrity VIP experiences with precision, discretion, and flawless execution, keeping the brand top of mind and in the spotlight.
  
• Processed payments, reconciled high volume cash drawers with zero discrepancies, and managed promotions, discounts, and loyalty programs through POS systems.
  
• Streamlined cross departmental communication to accelerate workflows and ensure seamless execution of tours, events, and guest experiences.
  
• Recognized as a top performer for consistently exceeding KPIs, driving sales growth, and delivering standout customer satisfaction.
  
• Earned multiple Employee of the Month awards, including six consecutive recognitions, for leadership, reliability, collaboration, and service excellence.
  
• Analyzed market trends and customer behavior to identify new revenue opportunities and continuously refine sales strategies for maximum impact.

Progressively advanced over 8.5 years from Interview Clerk to Economic Self Sufficiency Specialist III Team Leader, reflecting sustained growth, mastery of operations, and leadership readiness.

• Began as an Interview Clerk supporting eligibility interviews, guiding clients through application requirements, and developing expertise in state systems and regulatory procedures.
  
• Promoted to Specialist I within two years, managing complex caseloads and delivering accurate, timely determinations for public assistance programs while maintaining strict compliance standards.
  
• Advanced to Specialist II with a focus on quality control and auditing, identifying workflow and accuracy gaps, improving documentation processes, and training staff to meet program guidelines.
  
• Transitioned to the Call Center as Specialist III, leading a team of 25 agents and increasing operational efficiency by 35 percent through coaching, KPI monitoring, and workflow optimization.
  
• Implemented workforce management strategies that reduced call wait times, strengthened service level compliance, and improved the overall client experience.
  
• Facilitated public workshops to enhance community understanding of eligibility rules and program access.
  
• Served as a trusted escalation point for high visibility cases and trained emerging leaders due to reliability, professionalism, and strong decision making under pressure.
  
• Career trajectory demonstrates initiative, accountability, and a consistent commitment to service excellence.

• Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
• Reduced billing errors by 45% through meticulous verification processes.
• Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
• Verified insurance eligibility and coverage for patients.
• Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
• Filed and maintained patient records in accordance with HIPAA regulations.
• Provided exceptional customer service to patients, answering questions and addressing concerns.
• Managed patient registration process, confirming data accuracy and completeness.