Maria Ramirez
Somerset,USA
Summary
Accomplished leader with a proven track record at SHI International Corp, adept in partnership development and policy procedure enhancement. Excelled in team leadership and customer service, significantly improving service quality and efficiency.
Overview
12
12
years of professional experience
Work History
Manager: ASG Services Solutions Desk
SHI International Corp
Somerset, USA
04.2022 - Current
- Expertise in overseeing daily operations, managing services pre-sales, and implementing process improvements to enhance efficiency and quality
- Proven track record in training and mentoring staff and maintaining strong relationships within SHI
- Skilled in managing performance metrics to drive service excellence
- Manage team performance within our PSA tool (AuotTask)
- Strong communicator with a focus on creating a positive experience and fostering a collaborative, high-performance team environment
- Prepare and presents quarterly business reviews on business health and team personnel
Manager- Solutions Desk: Enterprise Solutions Group
SHI International Corp
Somerset, USA
02.2017 - 10.2021
- Lead and help motivate others to provide the best experience for our sales force and their customers
- Work to keep the team of technical specialist trained and performing at the highest level of customer service
- Responsible for managing the team on a day-to-day basis and helping to develop the team for career growth
Team Lead, Solutions Desk: Enterprise Solutions Group
SHI International Corp
Somerset, USA
02.2016 - 01.2017
- Lead and help motivate others to provide the best experience for our sales force and their customers
- Work to keep the team of technical specialist trained and performing at the highest level of customer service
- Responsible for managing the team on a day-to-day basis, lead meetings, present to the company and customers on the Enterprise Solutions Group and meet with high-level executives
Technical Specialist: Enterprise Solutions Group
SHI International Corp
Somerset, USA
03.2015 - 02.2016
- Lead and help motivate others to provide the best experience for our sales teams and their customers
- Exercise creativity through multiple ways of connecting different solution components to satisfy customer requests
- Work directly with sales teams to drive Solutions and help sales uncover new opportunities and engagements
- Align with presales departments, and like-minded colleagues, to learn the solutions in their verticals’ portfolios to help drive profitable revenue
- Assist SHI Account Executives with customer facing conference calls & presentations
- Receive excellent exposure to numerous manufacturers’ latest products, technologies and IT solutions, as well as ongoing training and development
Business Development Team: Inside Account Manager
SHI International Corp
Somerset, USA
11.2012 - 02.2015
- Manages and maintains client and account relationships
- Representing SHI as central point of contact for customer base at Headquarters in Somerset, NJ
- Acts as liaison between SHI clients and internal departments
- Providing customer quotes, pricing and product information
- Assisting with the training and development of new team members
- Keeping track of customer information, run and analyze reports and information
Education
Master’s Degree - Information Technology, Information Security
Southern New Hampshire University
Manchester, New Hampshire11.2014
Bachelors Degree - Communication Studies, Minor in Information Technology Management
Bloomsburg University of Pennsylvania
Bloomsburg, PA05.2012
Skills
- Team leadership
- Partnership development
- Performance management
- Policy and procedure development
- Customer service
- Work prioritization
- Coaching and mentoring
- Contract management
- PSA: AutoTask
- Expectation setting
References
Available upon request
Timeline
Manager: ASG Services Solutions Desk
SHI International Corp
04.2022 - Current
Manager- Solutions Desk: Enterprise Solutions Group
SHI International Corp
02.2017 - 10.2021
Team Lead, Solutions Desk: Enterprise Solutions Group
SHI International Corp
02.2016 - 01.2017
Technical Specialist: Enterprise Solutions Group
SHI International Corp
03.2015 - 02.2016
Business Development Team: Inside Account Manager
SHI International Corp
11.2012 - 02.2015
Master’s Degree - Information Technology, Information Security
Southern New Hampshire University
Bachelors Degree - Communication Studies, Minor in Information Technology Management
Bloomsburg University of Pennsylvania
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