Karina F. Ramos
Tucson,AZ
Summary
Performance-driven and highly organized fluent in English and Spanish. Proactive professional with a proven track record of managing extensive caseloads, utilizing structured interviewing techniques to gather facts, and coordinating across multi-jurisdictional frameworks to verify documentation. Brings extensive expertise in financial account auditing, expense/obligation recovery, and delivering tactical training to ensure total team compliance with regulatory standards.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Supervisor / Coach | Transition Coach | Mentor | Agent
Afni
Tucson, AZ
12.2020 - 08.2026
- Progressed through multiple positions of increasing responsibility, demonstrating strong leadership, performance-management, coaching, and customer-service abilities.
- Led and coached teams of approximately 20 employees, providing individualized guidance to improve performance, quality, customer experience, and productivity.
- Monitored employee performance and analyzed call interactions to identify behavioral patterns and performance gaps, enabling targeted coaching interventions.
- Reviewed customer interactions to identify issues like missed discovery questions and call avoidance, facilitating enhanced customer resolution strategies.
- Developed individualized coaching strategies based on observed behaviors and performance trends rather than relying solely on numerical results.
- Conducted performance coaching and accountability conversations while maintaining a supportive and professional environment.
- Provided guidance on company procedures, customer-service expectations, available resources, and escalation processes.
- Assisted employees with complex customer situations and helped identify appropriate solutions while maintaining service and quality standards.
- Leveraged performance data and call observations to determine root causes, creating targeted improvement plans that addressed specific employee needs.
- Communicated expectations clearly and followed up on employee progress to promote accountability and sustained improvement.
- Adapted to changing business needs, processes, and performance expectations within a fast-paced telecommunications environment.
- Built strong relationships with employees while balancing coaching, accountability, operational requirements, and customer experience.
Licensed Cosmetologist
Kandy's Beauty Salon
Tucson, AZ
01.2018 - 06.2020
- Provided professional cosmetology services while maintaining a welcoming and customer-focused environment.
- Consulted with clients to understand individual needs, preferences, and desired outcomes.
- Applied knowledge of beauty techniques and sanitation practices to deliver high-quality services.
- Built strong client relationships through communication, professionalism, attention to detail, and personalized service.
- Managed appointments and organized work environment to enhance client experience.
- Resolved customer concerns with professionalism to ensure satisfaction and retention.
- Managed responsibilities independently while maintaining consistent service quality.
Education
High School Diploma -
Sunnyside High School
Tucson, AZSkills
- Employee performance coaching
- Team management
- Team Development
- Training & Onboarding
- Call monitoring
- Performance Trend Analysis
- Service Quality Improvement
- Problem Solving analysis
- Payroll Management
- Client support & Conflict Resolution
- Organizational skills
- Time Management
- Microsoft Office
- Analytical Thinking
- Adaptability
- Accountability
- Communication
- English & Spanish Bilingual
Certification
Licensed/Certified Cosmetologist
LANGUAGES
English Fluent, Spanish Fluent/Bilingual
Timeline
Supervisor / Coach | Transition Coach | Mentor | Agent
Afni
12.2020 - 08.2026
Licensed Cosmetologist
Kandy's Beauty Salon
01.2018 - 06.2020
High School Diploma -
Sunnyside High School