LAUREN RAMOS
Edmonds,WA
Summary
Personable and dedicated Customer Service and Sales Professional. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Service Advisor
Seattle MINI
04.2023 - Current
- Develop estimates by costing materials, supplies, and labor.
- Maintain high customer satisfaction standards to consistently exceed targets.
- Develop highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Manage multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently meet or exceed monthly sales targets by upselling relevant products/services when appropriate.
- Handle customer issues with confidence, using complex problem solving to provide effective resolution.
- Coordinate effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Follow up with customers to offer additional support and check resolution satisfaction.
- Increase repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Suggest add-on services that would be helpful to customers and improve bottom line.
- Assist in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Ensure high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieve high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Educate customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
Assistant Leader
QFC - Starbucks Department
11.2022 - 03.2023
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remain calm and professional in stressful circumstances and effectively diffuse tense situations
- Deliver fast, friendly and knowledgeable service
- Greet customers upon entrance and handle cash and credit transactions
- Continually meet and exceed productivity targets by handling every interaction with top-notch customer service
- Follow policies and procedures to meet or exceed established performance requirements
- Delegate daily tasks to team members to optimize group productivity
- Mentor staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Worked closely with department manager to maintain day-to-day operations.
Mortgage Loan Officer
Primary Residential Mortgage, Inc
05.2022 - 10.2022
- Developed and maintained relationships with local real estate agents
- Gathered client debt, credit and income information to determine loan eligibility
- Educated customers regarding actions and strategies for debt repayment
- Verified applicant information by consulting with outside agencies, credit bureaus and businesses
- Helped clients fill out loan applications and find ideal loan options
- Kept detailed records regarding approved, denied and received loan applications
- Informed customers of application deadlines, approvals and denials
- Analyzed new markets and developed referral networks to locate new loan prospects
- Assessed financial means and desires of each client in order to set up appropriate mortgage packages.
Mortgage Loan Processor
Loan Star Processing
10.2020 - 05.2022
- Maintained complete confidentiality of submitted information according to release guidelines
- Filed completed packages quickly and efficiently
- Discussed loan needs and financial histories with clients and conveyed information regarding application
- Evaluated financial statements and contacted institutions and customers to clarify details
- Completed closing process by collaborating with attorneys, title companies and government clerks
- Checked approvals against established bank and government lending standards
- Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans
- Obtained and verified clearance of underwriting conditions to prepare loan file for submission and approval
- Gathered property appraisals, surveys and tax records to update mortgage loan files
- Managed loan application pipeline by completing and submitting reports within allotted turn-around times.
Marketing Manager
Energy One Windows
05.2018 - 01.2019
- Strengthened product branding initiatives by developing communication campaigns, promotional materials, and market intelligence for Austin market to maximize outreach
- Formulated and launched marketing and promotional campaigns to maximize profits
- Collaborated with sales, service, finance and logistics departments to influence critical business growth outcomes
- Led staff on promotions development, sales analysis and creative services
- Cultivated customer and distributor rapport to increase retention rates and drive goal achievement
- Liaised with sales, technical services and customer relations personnel to drive on-time, under-budget project completion
- Exceeded sales and profit goals by supervising marketing and planning activities.
Outside Sales Representative
First Choice Services
01.2018 - 05.2018
- Cultivated and supported the growth of the North Austin Market, specialized in generating new business in North Austin territory through prospecting, cold calling B2B, networking and referrals
- Conducted outbound phone calls to qualified prospects to schedule face-to-face meetings
- Developed a number of potential prospects to guarantee future sales growth
- Utilized needs satisfaction selling skills to develop unique client specific solutions for each prospect encountered
- Met and exceeded monthly sales goals.
Shift Supervisor
Starbucks
07.2016 - 02.2018
- Executed store operations
- Built confidence in team members for successful product implementation
- Strategically planned with staff and assisted in increased production execution
- Successfully built relationships within the community
- Consistently exceeded monthly sales goals
- Highest mobile order sales in the district
- Maintained sales metrics and inventory
- Goals and activities reviewed daily to drive sales
- Hand-picked out of over 250 people in the district to train as new product specialist and trainer.
Assistant Site Supervisor
Cocoon House
12.2013 - 09.2015
- Exceptional care for at-risk youth while maintaining strong partnerships with community businesses and individuals
- Successfully built strong community relationships in effort to grow this small non-profit in a 2 year time-frame
- Fostered and manage all referral relationships
- Partnered with several local businesses, government officials, and specialty care providers to meet all resident needs
- Lead all educational meetings with specialty care providers
- Developed new marketing material including brochures, postcards, banners, referral cards
- Organized and managed all external marketing, sponsorship, and team building events
- Obtained additional lead generation with client referrals and contacts within the local neighborhood network
- Motivated and influenced internal and external team to work towards common goals which directly increased efficiencies.
Customer Service/Loan Assistant/Annuity Specialist
Frontier Bank
07.2001 - 09.2004
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Educated customers on special pricing opportunities and company offerings
- Documented customer correspondence in CRM to track requests, problems and solutions
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines
- Organized, filed and maintained customer, department and regulatory loan records
- Demonstrated leadership by making improvements to work processes and helping to train others.
Education
Diploma -
Mariner High School
ASM Training Program -
Starbucks
12.2017
Mastrena II Product Specialist and Trainer -
Starbucks
09.2017
Coffee Master Certification -
Starbucks
02.2017
Certified Barista Trainer -
Starbucks
10.2016
Skills
- Organization
- Problem resolution
- Reliable & trustworthy
- Training & development
- Critical thinking
- Supervision & leadership
- Friendly, positive attitude
- Good work ethic
- Generating reports
- Communication
- Experience in leadership
- Customer Service
Timeline
Service Advisor
Seattle MINI
04.2023 - Current
Assistant Leader
QFC - Starbucks Department
11.2022 - 03.2023
Mortgage Loan Officer
Primary Residential Mortgage, Inc
05.2022 - 10.2022
Mortgage Loan Processor
Loan Star Processing
10.2020 - 05.2022
Marketing Manager
Energy One Windows
05.2018 - 01.2019
Outside Sales Representative
First Choice Services
01.2018 - 05.2018
Shift Supervisor
Starbucks
07.2016 - 02.2018
Assistant Site Supervisor
Cocoon House
12.2013 - 09.2015
Customer Service/Loan Assistant/Annuity Specialist
Frontier Bank
07.2001 - 09.2004
Diploma -
Mariner High School
ASM Training Program -
Starbucks
Mastrena II Product Specialist and Trainer -
Starbucks
Coffee Master Certification -
Starbucks
Certified Barista Trainer -
Starbucks
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