Johana Ramirez
Austin,MN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Performance Kitchen
Remote
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Contractor
Robert Half/Optum
Remote
07.2023 - 10.2023
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
- Kept site work safe and in line with budget, schedule, and applicable building codes.
- Implemented changes requested by designers, owners, or inspectors to conform to specifications or updated demands.
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
Remote
10.2022 - 07.2023
- Addressed customers courteously using suitable methods and problem-solving skills
- Updated and maintained database with accurate customer information and timely data entry
- Remained open to feedback from supervisor and peers to build and improve skills set
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Followed up with customers regarding product functionality and overall satisfaction
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Assisted with mentoring new employees during and after training
- Responded to telephone inquiries and complaints following standard operating
- 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.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- 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.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
LEAD TEACHER
Apple Lane Community Child Care
01.2019 - 10.2022
- Planned and implemented different daily activities to enhance overall development and growth of every student.Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.Maintained patience and level- headedness in diverse situations to support student development and personal growth.Conferred with parents about student progress to boost family involvement and enhance student support.Organized rooms in line with current educational thinking to maximize educational opportunities for students.Completed teacher observations to identify areas for improvement and suggest changes to teaching methods.Communicated objectives for lessons, units and projects to students and parents.Possessed unquestionable ability to maintain confidentiality up to state.Demonstrated ability to initiate appropriate action independently as well as exercise maturity in judgment.
RECEPTIONIST
Morem Agri-Lawn
05.2018 - 08.2018
- Greeted incoming visitors and customers professionally and provided
- Friendly, knowledgeable assistance.Kept reception area clean and neat to give visitors positive first impression.Confirmed appointments, communicated with clients and updated client records.Answered central telephone system and directed calls accordingly.Resolved customer problems and complaints.Responded to inquiries from callers seeking information.Managed multiple tasks and met time-sensitive deadlines.Provided clerical support to company employees by copying, faxing and filing documents.Corresponded with clients through email, telephone or postal mail.Answered phone promptly and directed incoming calls to correct offices.Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.Demonstrated pattern of highly effective communication, organizational and interpersonal skills.Demonstrated ability to prioritize work and balance multiple tasks at once.Demonstrated successful use of personal computers and word processing and ability to learn and use specialized computer programs
WAITRESS
Taqueria Guerrero
10.2017 - 04.2018
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.Used cash registers and credit card machines to cash out customers.Kept server areas clean and stocked to increase efficiency while working tables.Greeted new customers, discussed specials and took drink orders.Bussed and reset tables to keep dining room and work areas clean.Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.Inspected dishes and utensils for cleanliness.Checked identification for minimum age for sale of alcoholic beverages.
Education
Associates - Human Services
Riverland Community College
05.2019
Skills
- Verbal and Written Communication
- Crisis Situations
- Training and Development
- Effective Listening
- Client Meetings
- Client Satisfaction
- Microsoft Office
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
Additional Information
Joined the Army National Guard back in 2015 and done in 2020. Five years as a 92Y Unit Supply Specialist.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Performance Kitchen
10.2023 - Current
Contractor
Robert Half/Optum
07.2023 - 10.2023
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
10.2022 - 07.2023
LEAD TEACHER
Apple Lane Community Child Care
01.2019 - 10.2022
RECEPTIONIST
Morem Agri-Lawn
05.2018 - 08.2018
WAITRESS
Taqueria Guerrero
10.2017 - 04.2018
Associates - Human Services
Riverland Community College