Rafael Ramirez
Albuquerque,New Mexico
Summary
Dynamic individual with hands-on experience in various industry trades (i.e. Customer Service, Leadership and Management, Construction) and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
13
13
years of professional experience
Work History
Self Employed
All Access Properties LLC
07.2023 - Current
- Formed my Real Estate Investing company in 2023
- Closed on first business venture (Property acquisition) deal in Belen, NM.
- Conducted financial management, marketing, and business oversight.
- Cultivated and maintained professional relationships with clients, real estate agents, lenders and escrow personnel.
- Analyzed markets, developed strategic plans and offered insightful direction to executives over real estate activities.
- Analyzed local real estate market conditions and trends to identify profitable investment opportunities.
- Collaborated with clients to learn and determine real estate needs.
Maintance Crew
Life Mission Services
03.2019 - 01.2021
- Performed general construction work on both residential properties to accommodate Americans With Disabilities Act projects.
- Operated various hand and power tools to complete general tasks.
- Drove 3/4 ton capacity vehicles transporting varias materials for construction projects.
- Performed general labor tasks related to skilled trades (e.g. concrete, plumbing, painting, electrical flooring, roofing etc.) construction job sites using multiple power tools and specialized hand tools.
- Applied general construction skills on frequent basis.
- Assisted in digging, trenching and backfilling trenches and foundations.
- Moved and cleared debris from work sites to dispose of in designated areas.
- Provided labor support to carpenters, masons and other skilled trades.
General Construction
Self Employed
10.2018 - 02.2019
- Gained extensive knowledge in construction trades from demolition to installation of various trades as a self employed freelancer.
- Experienced in using and maintaining specialized tools and equipment associated with trades.
- Assisted skilled tradesmen to complete projects.
- Reinforced constructions techniques and proper use of hand tools, power tools and equipment to encourage worksite safety.
- Applied effective time management techniques to meet tight deadlines.
Member service Representative
Nusenda Credit Union
10.2017 - 10.2018
- Assisted members/non-members with general inquires, requests, issues with respective bank accounts and performed basic transactions.
- Verified customer identification and documentation for compliant transactions.
- Educated and engaged customers with new bank products and services.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Worked effectively in call center environment, contributing to the success of organization
Office Furniture mover
Metro Office Services LLC
01.2012 - 10.2017
- Followed verbal and written instructions to properly move and ship products.
- Prevented load shifting or damage by using bracing and strapping techniques.
- Loaded and unloaded 17' Izuzu truck with customer possessions.
- Arranged items at destination according to customer requests and instructions.
- Inspected items for damage and reported issues to supervisor for resolution.
- Cleaned and maintained truck and other equipment to maintain optimum working condition.
- Followed safety protocols to prevent accidents and injuries.
- Communicated with customers courteously and professionally to drive satisfaction.
- Maintained clean, orderly work environment free of hazards.
Operations Supervisor
Lowes Companies
03.2012 - 09.2016
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Interceded between customers during difficult interaction and diffused escalations.
- Kept high average of performance evaluations.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Performance support specialist
Lowes Companies
03.2012 - 09.2016
- Acted as a top tier agent providing guidance, support and coached agents who were not meeting performance expectations; i.e
- Served as a Subject Matter Expert (SME) to help improve and or create new processes for program, Mentored agents while they were in training and/or if struggling to meet performance expectations in training environment, Calibrated on customer interactions (recorded calls) with in house Quality Assurance team based on programs quality assurance guidelines, Collaborated with all business groups in efforts to identify business gaps, improvements and areas that needed attention
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Researched and identified solutions to technical problems.
- Assisted in development of system security protocols.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
- Helped streamline repair processes and update procedures for support action consistency.
Repair Service PRO
Lowes Companies
03.2012 - 09.2016
- Served as a "tier 2" escalation point, resource, and mentor for Contact Center Agents and provided direct assistance to customers whose situation required immediate attention
- Worked with third party business partners; Independent Service Providers, Lowes store employees to get updates on repair status
- Provided status on parts availability and delays
- Scheduled/Rescheduled repair appointments and reviewed cost of repairs to buy out appliances
- Served as subject matter expert; Provided real-time information and guidance to Repair Service Agents who needed assistance with customer interactions, related questions, troubleshooting, scheduling repairs, and other repair-related matters.
- Helped improve or create new program processes
Repair Service Agent
Lowes Companies
03.2012 - 09.2016
- Served as a first point of contact for customers who called Lowe’s Customer Contact Center for post-purchase assistance with Major Appliances
- Conducted troubleshooting to diagnose or solve product performance issues
- Scheduled service appointments, Answered questions about warranties and Extended Protection Plans coverage.
- First agent in Repair Services Dept to get 3 out of 4 Exceeds in call review quality outliers. This earned me lunch with site Director, Jeff Espenship,
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Complaint resolution
- Served as a mentor and floor support
Education
Associate of Science - Criminal Justice
IIA (International Institute of The Americas)
01.2006
High School Diploma -
West Mesa High School
01.2003
Skills
- Researching Skills
- Effective communication skills
- Self-Starter
- Team Player
- General Office Skills
- Strong Problem-Solving
- Computer Savvy
- Team building and Leadership
- Ability to learn new processes, guidelines and procedures
- Strong Analytical Skills
- Detail Oriented
- Mission-oriented
- Bilingual –English/Spanish
References
References upon Request
Languages
Spanish
Native or Bilingual
Timeline
Self Employed
All Access Properties LLC
07.2023 - Current
Maintance Crew
Life Mission Services
03.2019 - 01.2021
General Construction
Self Employed
10.2018 - 02.2019
Member service Representative
Nusenda Credit Union
10.2017 - 10.2018
Operations Supervisor
Lowes Companies
03.2012 - 09.2016
Performance support specialist
Lowes Companies
03.2012 - 09.2016
Repair Service PRO
Lowes Companies
03.2012 - 09.2016
Repair Service Agent
Lowes Companies
03.2012 - 09.2016
Office Furniture mover
Metro Office Services LLC
01.2012 - 10.2017
Associate of Science - Criminal Justice
IIA (International Institute of The Americas)
High School Diploma -
West Mesa High School
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