Kyndra Ramirez
Harlingen ,TX
Summary
With a passion for helping others and a background in customer service, I excel at building rapport and providing empathetic support. My strong communication skills allow me to clearly explain medication instructions and address concerns effectively. I'm adept at problem solving and finding solutions to ensure customer satisfaction. My organizational skills ensure accurate record keeping and efficient handling of inquiries. I'm committed to Pleio's mission of improving medication adherence and am confident in my ability to positively impact patients lives.
Overview
7
7
years of professional experience
Work History
Call Representative
Advanced Call Center Technologies LLC
Harlingen, TX
02.2021 - 04.2025
- Handled high-volume inbound and outbound calls to resolve customer inquiries efficiently.
- Utilized CRM systems to track customer interactions and ensure accurate records.
- Trained new representatives on company policies and effective communication techniques.
- Implemented process improvements that enhanced call resolution times and customer satisfaction.
- Led initiatives focused on improving call scripts for clarity and efficiency in responses.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers during calls.
- Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.
- Reduced customer complaints by providing accurate information and empathetic support during difficult situations.
- Evaluated customer relationships to streamline operational efficiencies resulting in highest quality of service.
- Managed escalated calls with professionalism, successfully deescalating tensions while addressing the root cause of their issues.
- Enhanced call center productivity by effectively managing high call volumes and maintaining a professional demeanor.
- Exceeded monthly targets for upselling additional services or products, contributing to overall company growth.
- Recognized and documented trends in customer calls to facilitate process improvements.
- Developed understanding of client's business and supported procedures and adherence to service agreements.
- Prevented potential loss of business by identifying at-risk customers and addressing their concerns proactively.
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- Attended training to stay up to date with new products and service offerings.
- Improved customer satisfaction by efficiently handling inquiries and resolving concerns in a timely manner.
Daycare Supervisor
24/7 Get fit
Yuma, AZ
01.2018 - 02.2020
- Maintained current understanding of applicable laws and kept facility in compliance with requirements.
- Recruited and trained top-quality educators and support staff to maximize program success.
- Worked with parents and staff to improve student behavioral and learning issues with proactive approaches.
- Exceeded customer satisfaction by finding creative solutions to problems.
Hotel Receptionist
Inns of the corps
Yuma, AZ
01.2018 - 08.2019
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
- Facilitated front desk operations for busy high-volume hotel.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
Education
High School Diploma -
Idea Public Schools
San Benito, TX2014
Skills
- Customer service
- Goal oriented
- Call center customer service
- Customer correspondence
- Complaint resolution
- Call handling
- Script adherence
- Problem-solving skills
- Resolving issues
- Customer communications
- Answering questions
- Gathering information
- Call center experience
- Teamwork and collaboration
- Problem-solving abilities
- Multitasking Abilities
- Calm and professional under pressure
- Excellent communication
- Computer skills
- Understanding customer needs
- Active listening
- Adaptability and flexibility
- Verbal and written communication
Timeline
Call Representative
Advanced Call Center Technologies LLC
02.2021 - 04.2025
Daycare Supervisor
24/7 Get fit
01.2018 - 02.2020
Hotel Receptionist
Inns of the corps
01.2018 - 08.2019
High School Diploma -
Idea Public Schools