Jessica Ramos
Round Rock,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
CSR/Administrative Assistant
City Of Austin
10.2017 - 05.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Organized, maintained and updated information in computer databases.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Scheduled office meetings and client appointments for staff teams.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Helped office staff prepare reports and presentations for internal or client-related use.
Customer Service Representative
City Of Austin
06.2015 - 10.2017
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Tracked attendance and evaluated progress for assigned trainees.
- Prepared and presented supplementary learning material to support structured lessons.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Managed filing system, entered data and completed other clerical tasks.
Customer Service Representative
Apple One
04.2015 - 06.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
High School Diploma -
Advent Harvest Academy
Fort Worth, TX04.2008
Skills
- Senior Leadership Support
- Online Chat
- Customer Relations
- Clerical Support
- Microsoft Word
- Stocking and Replenishing
- Account Management
- Collection Calls
PTA PRESIDENT Andrews Elementary 2014~16
As a volunteer for Andrews Elementary I was able to rebuild the entire PTA.
I focused on parent engagement. Moved PTA meetings to the community. I worked with community members to shine light on the children that needed it the most. I managed all funding. I created accountability and resources for all staff and volunteers . I worked with parks and rec to rebuild and clean our playgrounds. I worked closely with the parent support specialist to rebuild the reading culture.
Timeline
CSR/Administrative Assistant
City Of Austin
10.2017 - 05.2023
Customer Service Representative
City Of Austin
06.2015 - 10.2017
Customer Service Representative
Apple One
04.2015 - 06.2016
High School Diploma -
Advent Harvest Academy
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