Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Patty Ramirez

San Antonio,TX

Summary

Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

10
10
years of professional experience

Work History

Customer Service Manager

Conn's Home Plus
11.2018 - Current
  • Improved response times for customer inquiries by improving productivity(%) and deteriorating AHT & AWC.
  • Team consistently met all KPI's; Goals were re evaluated beginning of 2022 to maximize their skills.
  • Established team priorities, maintained schedules, monitored performance and conveyed constructive feedback to improve skills.
  • Familiar with the following systems: Dispatch Track, AS400, Latitude, Dashboard, BI tool, LiveVox
  • Worked with the following projects: ANU, Layaway, LTO, Belk.
  • Provided training to Service Delivery & Customer Service departments in San Antonio, Arizona, and Agency (IQor) personnel.
  • Facilitated training material.
  • Introduced Trunk or Treat to help with employee retention.

FOH Lead/Head Bartender

Joe's Crab Shack
02.2016 - 11.2018
  • Increased customer satisfaction by providing exceptional service and crafting high-quality cocktails.
  • Developed a strong rapport with patrons, resulting in repeat business and increased loyalty.
  • Trained new bartenders on drink recipes, mixing techniques, and customer service skills to enhance overall performance.
  • Maintained a clean and organized workspace, adhering to strict hygiene standards for the health and safety of customers.
  • Collaborated with management to create seasonal cocktail menus, driving sales and offering fresh options for guests.

Training Manager

TXDOT
03.2014 - 02.2016
  • Enhanced employee performance by designing and implementing comprehensive training programs.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Team grown from 20 personnel to 120 within 6 months.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Created in-depth training manual for all employees.
  • Improved employee retention rates by creating engaging and interactive learning materials.

Education

High School Diploma -

STEM Academy
San Antonio, TX
06.2014

Skills

  • BIlingual
  • Quality Assurance/ Call Monitoring
  • Workflow/Project Management
  • Excellent Time Management Skills
  • Handling Escalations/One Call Resolution
  • Schedule Coordination
  • New Hire Training, Mentoring and Coaching
  • Deadline-Oriented
  • Inter-Department and Cross-Functional Collaboration
  • Team Building and Leadership

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service Manager

Conn's Home Plus
11.2018 - Current

FOH Lead/Head Bartender

Joe's Crab Shack
02.2016 - 11.2018

Training Manager

TXDOT
03.2014 - 02.2016

High School Diploma -

STEM Academy

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Patty Ramirez