Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Timeline
Generic

Karen Ramirez

Phoenix,Arizona

Summary

Customer service representative bringing top notch skills in oral and written communication active listening and analyzing problems. Enhances customer behaviors, understanding desires and providing customized solutions to build loyalty. To seek and maintain full time position that offers professional challenges and utilizing interpersonal skills Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Representative

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.

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 payess 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 made 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
  • Responsabe 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

CERTIFICATION FOR COMPLETION OF 1600 HOURS -

Protege College oF Cosmetology
PHOENIX, Arizona

Skills

  • 6 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

Certification

CERTIFIED PUBLIC NOTARY FOR THE STATE OF ARIZONA - AUGUST 2023

References

  • Mayra Kokumo, (602)-712-4375, mkokumo@azdot.gov
  • Cecilia Carrasco, (602)-712-4418, ccarrasco2@azdot.gov

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service Representative

Arizona Department of Transportation
05.2022 - Current

Shift Supervisor

PLS Check Cashers
07.2018 - 05.2022

HSGD -

Alhambra High School

CERTIFICATION FOR COMPLETION OF 1600 HOURS -

Protege College oF Cosmetology

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Karen Ramirez