Luis Orlando Ramirez
Jacksonville
Summary
Bilingual customer service professional and military veteran with over 20 years of experience in client support, team leadership, and process improvement. Managed high-volume call centers, led cross-functional teams, and efficiently resolved complex customer issues. Possesses strong analytical skills in investigations, compliance, and inspection protocols. Committed to delivering high-quality service with integrity and professionalism. Detail-oriented with exceptional communication and project management skills. Demonstrated ability to handle multiple tasks in fast-paced environments. Known for a proactive approach to identifying and addressing issues, optimizing processes, and supporting team objectives.
Overview
21
21
years of professional experience
Work History
Bilingual Customer Service Representative
Internal Revenue Service
10.2016 - Current
- Provide expert tax law assistance via phone and in person to individual taxpayers and their representatives
- Analyze financial situations to determine ability to pay and negotiate solutions, including payment plans and tax liens
- Resolve a wide range of customer concerns, often in high-stress or delinquent situations
- Deliver bilingual support (English/Spanish), ensuring access to underserved populations
- Recognized for professionalism and problem-solving in a fast-paced, high-volume environment
Contact Center Operations Lead
SC Thrive
05.2014 - 03.2016
- Supervised day-to-day operations of a nonprofit contact center assisting clients with public benefit applications
- Led staff training, call monitoring, and performance feedback to enhance productivity and service quality
- Developed reporting tools and process improvements that boosted call efficiency and client satisfaction
- Fostered teamwork and morale through motivational leadership and effective communication
Benefits Counselor
Benefit Bank of South Carolina
09.2013 - 04.2014
- Assisted clients by phone with completing applications for public assistance programs including Medicaid
- Logged case activity using database systems and tracked Medicaid status through proprietary systems
- Provided support and referrals in both English and Spanish to low-income communities
- Maintained high-quality service standards in a high-call-volume environment
Assistant Inspector General
U.S. Army
07.2004 - 07.2013
- Managed investigations and inquiries on complaints from military personnel, families, and civilians
- Conducted inspections, identified systemic issues, and recommended policy and procedural improvements
- Delivered briefings and training to senior leadership and staff on compliance, ethics, and inspection readiness
- Led multi-disciplinary teams and coordinated with internal departments to resolve sensitive matters
- Held Secret Security Clearance; honored for loyalty, integrity, and excellence in mission execution
Education
Business and General Studies
National College
Colorado Springs, COSkills
- Customer Service
- Call Center Management
- Investigations
- Policy Compliance
- Bilingual Communication
- Conflict Resolution
- De-escalation
- Team Leadership
- Training
- Report Writing
- Data Analysis
- Microsoft Office Suite
- IGNET
- Outlook
- Excel
- PowerPoint
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Internal Revenue Service
10.2016 - Current
Contact Center Operations Lead
SC Thrive
05.2014 - 03.2016
Benefits Counselor
Benefit Bank of South Carolina
09.2013 - 04.2014
Assistant Inspector General
U.S. Army
07.2004 - 07.2013
Business and General Studies
National College
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