LENA RAMOS
Altamonte Springs,FL
Summary
Customer Experience Supervisor recognized for exceptional productivity and efficiency in task execution. Expertise in strategic customer service management and team leadership. Proven ability in problem-solving and adaptability, driving optimal customer satisfaction and enhancing team performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Owner
A'Lechae Services
Altamonte Springs, FL
01.2021 - Current
- Operate small business offering customized apparel, cleaning services, and catering.
- Manage all aspects of operations, marketing, and customer relations.
Supervisor
SquareTrade
Altamonte Springs, FL
08.2016 - 01.2025
- Guided customer service teams in resolving complex escalations, enhancing operational efficiency.
- Trained and mentored new supervisors while delivering constructive peer feedback.
- Resolved claims and customer concerns by adhering to company policies with professionalism.
- Collaborated with internal teams and manufacturers to achieve high levels of customer satisfaction.
- Addressed and identified customer issues, complaints, and inquiries in a timely manner.
- Efficiently resolved escalated customers' issues, ensuring effective outcomes.
Corporate Resolution Team
SquareTrade
Altamonte Springs, FL
01.2022 - 05.2022
- Handled high-risk escalations and coordinated solutions for Home Depot clients.
- Advocated on behalf of customers to manufacturers; scheduled repairs and managed claims.
Education
GED -
Gainesville Job Corps
Gainesville, FL05.1998
Some College Coursework - Criminal Justice
Everest College
Orlando, FLSkills
- Dispute resolution and escalation
- Customer service excellence
- Conflict management
- Process optimization
- Relationship management
- Verbal and written communication
- Training and mentoring
- Decision-making skills
Certification
Certified Notary Public (CNP)
Timeline
Corporate Resolution Team
SquareTrade
01.2022 - 05.2022
Owner
A'Lechae Services
01.2021 - Current
Supervisor
SquareTrade
08.2016 - 01.2025
GED -
Gainesville Job Corps
Some College Coursework - Criminal Justice
Everest College
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