Jessica Ramirez
San Diego,CA
Summary
Expert in conflict resolution and team leadership, emphasizing communication and analytical skills. Demonstrated success in improving customer experiences and streamlining operational processes.
Overview
21
21
years of professional experience
Work History
Retail Sales Associate
P&T
San Diego, California
10.2017 - Current
- Guided customers in product selection and addressed inquiries to enhance shopping experience.
- Resolved customer complaints with professionalism, ensuring positive outcomes.
- Trained new staff on effective sales techniques and store procedures.
- Organized merchandise displays to attract customer interest and improve presentation.
- Processed transactions accurately through point-of-sale systems and collected payments.
- Greeted customers, providing friendly service and assistance.
- Handled incoming phone calls regarding product availability and store locations.
- Balanced cash drawers and performed daily opening and closing procedures for accuracy.
Lead PBX Operator
Sharp Rees-Stealy Medical Group
San Diego, California
06.2012 - 05.2015
- Managed incoming calls, directing them to appropriate medical staff promptly.
- Operated multi-line phone systems, improving departmental communication efficiency.
- Coordinated communication between patients and healthcare providers, ensuring clarity in interactions.
- Trained new operators on PBX systems and customer service techniques effectively.
- Ensured compliance with privacy regulations during call handling processes consistently.
- Assisted in troubleshooting technical issues with telecommunication systems, minimizing downtime.
- Developed and updated training materials for operator onboarding sessions regularly.
- Monitored system performance, identifying potential problems proactively.
Lead Customer Service Representative
Sharp Health Plan
San Diego, California
05.2005 - 06.2012
- Led team of representatives to resolve customer inquiries and issues efficiently.
- Provided direct support for escalated customer concerns, resolving complex cases.
- Coordinated interdepartmental communication to swiftly address customer needs, enhancing response times.
- Implemented process improvements to enhance service efficiency and streamline operations.
- Trained new staff on customer service protocols and systems for seamless onboarding.
- Analyzed customer feedback to pinpoint trends and highlight areas for improvement, informing service enhancements.
- Facilitated team meetings to review performance metrics and exchange best practices, fostering a culture of continuous improvement.
- Monitored service metrics ensuring compliance with company standards.
Education
Bachelor of Science - Business Management
University of Phoenix
San Diego, CA05-2017
High School Diploma -
Point Loma High School
San Diego, CA05-1996
Skills
- Customer relationship management
- Customer relations
- Cash handling
- Call monitoring
- Administrative support
- Employee scheduling
- Process improvement
- Team leadership
- Staff training
- Time management
- Deadline orientation
- Multitasking skills
- Analytical thinking
- Decision-making
- Conflict resolution
- Feedback collection
- Communication skills
- Emotional intelligence
- Critical thinking
- Relationship building
- Telephone etiquette and MS Office
- Research and due diligence
Languages
Spanish
Professional
Timeline
Retail Sales Associate
P&T
10.2017 - Current
Lead PBX Operator
Sharp Rees-Stealy Medical Group
06.2012 - 05.2015
Lead Customer Service Representative
Sharp Health Plan
05.2005 - 06.2012
Bachelor of Science - Business Management
University of Phoenix
High School Diploma -
Point Loma High School