Marcos Ramirez
Richmond,CA
Summary
Skilled Customer Service professional offering 10 years of experience in progressive roles of accountability and leadership. A self-motivated and hardworking individual looking to bring a customer-first mindset, communication skills, and extensive experience resolving customer issues and maintaining happiness.
Overview
12
12
years of professional experience
Work History
Customer Service Escalation Specialist
Afterpay
09.2022 - Current
- Strengthened relationships between key departments involved in issue resolution by fostering open communication and collaboration
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services
- Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations
- Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences
- Assisted in development of training materials related to escalation handling best practices for new hires
Customer Support Team Lead
Rupa Health
01.2022 - 07.2022
- Hired, managed, coached, and motivated 15 customer service representatives across B2B and B2C oriented teams
- Fostered positive culture of continuous learning by sharing best practices across B2B and B2C oriented teams regularly
- Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in services
- Identified ways to streamline common requests and improve support processes to better serve customers' needs based on direct feedback while maintaining department CSAT score of 90%
Customer Service Manager
Binance.US
10.2019 - 03.2021
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality
- Implemented new ticketing system, resulting in better tracking of customer issues and faster resolutions
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans
- Collaborated with product and engineering teams to develop solutions that enhanced customer experience, resulting in increase customer retention
- Optimized workflow processes to maximize efficiency while maintaining unwavering commitment to client satisfaction
Customer Support Manager
MY.GAMES
06.2015 - 08.2019
- Streamlined and deployed solutions to bring down issue resolution times from while boosting department CSAT score above 80%
- Collaborated with product and development teams to improve tools and features to benefit consumer experience
- Initiated process to automate document management systems, ticket metrics, and consumer feedback
- Led efforts in revising internal documentation procedures which resulted in more accurate records of client interactions
- Employed comprehensive benchmarks to establish and monitor customer service standards
Customer Support Supervisor
Wargaming America
07.2012 - 06.2015
- Facilitated weekly reports to show and track highlights and blockers that have affected services and products.
- Identified opportunities for process improvements, implementing changes that led to increased productivity within team that increased NPS and CSAT.
- Updated internal resources regularly to keep information current for both agents and customers alike, ensuring continued relevance in ever-changing industry landscape.
- Oversaw Billing department daily operations ensuring smooth workflow and timely completion of tasks
- Facilitated regular meetings with other supervisors to share best practices and discuss ongoing challenges faced within customer support.
Timeline
Customer Service Escalation Specialist
Afterpay
09.2022 - Current
Customer Support Team Lead
Rupa Health
01.2022 - 07.2022
Customer Service Manager
Binance.US
10.2019 - 03.2021
Customer Support Manager
MY.GAMES
06.2015 - 08.2019
Customer Support Supervisor
Wargaming America
07.2012 - 06.2015