Ramie Gilbert
Muskogee
Summary
Offering a solid foundation in communication and problem-solving, eager to learn and develop in customer service environment. Brings quick adaptability to new systems and processes, ensuring seamless integration and service delivery. Ready to use and develop interpersonal and technical skills in the Scheduler role.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Professional with extensive experience in customer service. Strong focus on team collaboration and achieving results. Adept at handling inquiries, resolving issues, and adapting to changing needs. Reliable with excellent communication and problem-solving skills.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
22
22
years of professional experience
Work History
CSR
Burrows Complete Post Frame Solution
03.2022 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Educated customers about billing, payment processing and support policies and procedures.
Lead Teller
American Bank Of Oklahoma
01.2022 - 02.2022
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
Branch Manager
Liberty Tax & Loans
10.2019 - 12.2021
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
- Reduced loan processing time by implementing efficient workflow management systems.
- Consistently met sales targets through proactive client outreach and relationship building efforts.
- Negotiated favorable terms with borrowers during loan restructuring processes, improving repayment success rates.
- Ensured compliance with federal regulations by maintaining up-to-date knowledge of lending guidelines and consistently updating company policies.
- Collaborated with underwriting teams to ensure thorough evaluation of loan applications, resulting in fewer errors and faster approval times.
911 Dispatcher
Sallisaw Police Department
04.2018 - 10.2019
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
CSR
Cross Telephone
02.2018 - 03.2018
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Identified and resolved discrepancies and errors in customer accounts.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Supervisor
Epic Cinema/Apex
07.2017 - 02.2018
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
Food & Beverage Supervisor
Creek Nation Casino
12.2016 - 04.2017
- Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
- Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
- Reduced wait times during peak hours by efficiently allocating resources and coordinating between front-of-house and back-of-house teams.
- Upheld highest standards of hygiene practices among staff members through ongoing education on sanitation protocols leading to consistent top-rated health inspection scores.
- Improved team productivity by providing comprehensive training on food safety standards, inventory management, and customer service techniques.
- Optimized inventory control with regular audits, reducing waste, and effectively managing stock levels for optimal freshness.
- Boosted employee morale through regular recognition of outstanding performance, fostering a positive work atmosphere conducive to exceptional service delivery.
- Managed large-scale events and catering orders, ensuring timely preparation, delivery, and setup to exceed client expectations.
- Promoted an inclusive workplace culture through open communication channels encouraging diverse perspectives from all team members as a valuable resource for continuous improvement efforts.
- Collaborated with other supervisors and managers to develop cross-training programs, enhancing employee versatility and reducing downtime during staff absences or turnover periods.
- Developed strong relationships with vendors to negotiate favorable pricing terms, resulting in reduced food costs without sacrificing quality.
- Increased revenue with targeted upselling of high-margin menu items during peak dining hours.
Assistant Loan Manager
Approved Cash Advance
06.2015 - 11.2016
- Maintained up-to-date knowledge of lending regulations, ensuring compliance with all applicable laws and guidelines.
- Managed a diverse portfolio of loans across various industries, demonstrating adaptability and proficiency in numerous sectors.
- Effectively communicated status updates to both clients and management throughout each stage of the lending process.
- Ensured timely collection of required documentation from applicants, minimizing delays in the overall approval process.
- Created customized repayment plans for qualified borrowers experiencing financial hardship, reducing default rates.
- Consistently met or exceeded monthly performance targets related to loan volume and portfolio growth.
- Collaborated with internal departments, such as credit analysts, to optimize application processing timeframes.
- Assisted in the development of new loan products to meet evolving client needs.
Loan Manager
Red River Credit
10.2014 - 05.2015
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
- Reduced loan processing time by implementing efficient workflow management systems.
- Negotiated loan terms and conditions with customers to secure best deal.
- Researched and updated industry knowledge on changing legislation and regulations.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Proactively identified solutions for customers experiencing credit issues.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Developed and maintained relationships with customers, lenders and other third parties.
- Explained very technical financial information to applicants in easy to understand language.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and other paperwork.
- Processed loan applications and monitored progress from start to finish.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
Closing Manager
Harps Grocery Store
03.2006 - 05.2009
- Prepared registers for closing shift and assigned team member positions while maintaining high level of guest service.
- Oversaw daily cash deposits ensuring funds were accounted correctly resulting in increased accuracy.
- Maintained a clean and organized store environment, upholding company standards for cleanliness during closing procedures.
- Implemented safety measures for the store''s end-of-day operations, reducing potential risks associated with late-night activities such as cash handling or locking doors securely after closeout is completed.
- Stocked empty shelves and assembled merchandise neatly on racks and in displays to prepare for opening shift.
- Utilized checklists to stay organized and ready when guests arrived and completed management duties before closing.
- Ensured a smooth transition between shifts by effectively communicating with incoming managers and staff members.
- Secured safety of business and employees at closing time by locking doors, reducing lighting and checking surrounding areas for suspicious activity.
- Managed employee performance reviews providing constructive feedback leading to higher team morale and improved performance.
- Trained new employees on proper closing procedures, setting them up for success in their roles within the organization.
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
Receptionist
DR. Huffords
03.2003 - 03.2006
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Education
No Degree - Business Management
Baylor University
Waco, TX05-2012
Skills
- Prioritization
- Order fulfillment
- Customer service
- Account management
- Appointment scheduling
- Active listening
- Critical thinking
- Professional telephone demeanor
- Conflict resolution
- Microsoft outlook
- Relationship building
- Computer proficiency
- Customer relations
- Scheduling
Timeline
CSR
Burrows Complete Post Frame Solution
03.2022 - Current
Lead Teller
American Bank Of Oklahoma
01.2022 - 02.2022
Branch Manager
Liberty Tax & Loans
10.2019 - 12.2021
911 Dispatcher
Sallisaw Police Department
04.2018 - 10.2019
CSR
Cross Telephone
02.2018 - 03.2018
Supervisor
Epic Cinema/Apex
07.2017 - 02.2018
Food & Beverage Supervisor
Creek Nation Casino
12.2016 - 04.2017
Assistant Loan Manager
Approved Cash Advance
06.2015 - 11.2016
Loan Manager
Red River Credit
10.2014 - 05.2015
Closing Manager
Harps Grocery Store
03.2006 - 05.2009
Receptionist
DR. Huffords
03.2003 - 03.2006
No Degree - Business Management
Baylor University
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