Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Karen A. Ramirez

Phoenix,Arizona

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative 3

Arizona Department of Transportation
05.2022 - Current
  • Answer high volume of calls to assist customer(s) inquiries
  • Open and close for the day
  • Back up lead- MVD Phoenix Call Center, responsible for assisting staff with MVD questions, issuing drawers and balancing end of day drawers as assigned by management.
  • Assisting in training new hires to be familiarized with the call center and system
  • Back Up lead (supervise team when supervisor or manager is out, includes issuing drawers, answering any questions team may have, opening and closing)
  • Assisted the Spanish Line (resolving customer concerns or questions coming from compliance issues, AZMVDNow navigation, scheduling road testing, all in spanish)
  • Assisted the Genesys Chat Team (Assisting 3 customers at one with their inquiries using virtual online chat system that doesn't involve them making a phone call)
  • Able to navigate and operate MAX, One Source, Onbase, Purged Records, system on a daily use
  • Process out of state revocation fees and reinstatement fees
  • Assisted with Express line (issue no fee duplicate ID/DL, Tabs and registration, when customer didn't receive in mail only if they met the requirements)
  • Guided customers though (myazcar.com, azmvdnow.gov, azdot.gov, servicearizona.com)
  • Conduct and Submit Kaizens, Problem Solving Registers (PSR)
  • Work with public/external phone calls
  • Add/Remove Restitution Liens to records
  • Prepare the new hires
  • Conduct lead authorized duties (updating vehicle/customer records)
  • Mail Outs (form requests)
  • Update emissions

Shift Supervisor

PLS Check Cashers
07.2018 - 05.2022
  • Open and close store
  • Responsible for balancing out the store and reporting any overages or shortages that are above the acceptable limit
  • Calculate the total csrs working for the day and issue drawers with sufficient money to be used for the day.
  • Generate Daily Deposit for bank
  • Manage collections (contact payees and collect returned amount plus the return fee)
  • Submit and approve csrs time cards at the end of the pay period (every 2 weeks)
  • Manage monthly compliance reports and make sure it matched with was in system (western union, checks, card sales, foreign exchange, deposits etc)
  • Responsible to manage store when manager was not in for the day (store was clean, csrs where in dress code and on their assigned window, deposits and collections were done)
  • Load and unload ATM on a daily
  • Responsible if it was a busy day to have separate lines to speed up the line according to the service being provided to avoid overflow
  • Responsible for Supervising csrs when conducting any transaction, double count any amount of cash. Or taking over a large transaction that was over csrs limit.
  • Verifying transactions with upper management to additional approval when being over my limit

Education

HSGD -

Alhambra High School
PHOENIX, ARIZONA
05.2018

CERTIFICATION FOR COMPLETION OF 1600 HOURS - undefined

Protege College of Cosmetology
PHOENIX, ARIZONA
05.2018

Skills

  • 7 Years in Customer Service
  • Computer skills (Microsoft Word, Excel, Google, Emails, etc)
  • Verbal and Written Communication Skills
  • Bilingual speaker and Translator (Spanish and English)
  • Reliable and Responsible
  • Time Manageable
  • Multitasker
  • Punctual
  • Team Player
  • Active listening
  • Data entry
  • Critical thinking

Certification

CERTIFIED PUBLIC NOTARY FOR THE STATE OF ARIZONA - AUGUST 2023

Timeline

Customer Service Representative 3

Arizona Department of Transportation
05.2022 - Current

Shift Supervisor

PLS Check Cashers
07.2018 - 05.2022

CERTIFICATION FOR COMPLETION OF 1600 HOURS - undefined

Protege College of Cosmetology

HSGD -

Alhambra High School

Similar Profiles

CREATE PROFILE