Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ronald Cramer

Newark,OH

Summary

Knowledgeable and dedicated customer service professional with extensive experience in banking industry. 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.

Skilled call center professional versed in customer support protocols for Banking services. Bring extensive high-call volume experience spanning 3 years working with retail consumers. Superior computer skills and telephone etiquette.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Care Supervisor

Park National Bank
01.2018 - 06.2025
  • Monitored and assisted department SLA (service level agreement)
  • Managed 8-12 full time/ part time associates.
  • Developed policies and procedures in accordance with Banking Standards and Regulations.
  • Assisted associates by providing assistance via a help chat and supervisor line.
  • Handled escalated calls for upset customers.
  • Coached associates regarding metric based skills
  • Assisted with growth and development.
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.

Cable Technician

Spectrum
06.2017 - 01.2018
  • Provided training on use, troubleshooting and calibration of equipment.
  • Operated equipment, vehicles and tools with optimal safety procedures to prevent injuries.
  • Performed troubleshooting of systems with techniques such as speed and ping tests.
  • Completed new connects, reconnects, disconnects and service changes for residential and commercial customers.
  • Tested cables using tools such as volt-OHM meters, spectrum analyzers and signal level meters.
  • Installed and configured new devices and system components.

Fraud Prevention Representative

Discover Financial Services
01.2016 - 06.2017
  • Provided exemplary level of customer service to all individuals, including clients and company personnel.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Investigated cases of insurance and credit card fraud.

Education

Basic - Basic

Newark High School
Newark, OH
4 2011

Skills

  • Experienced coaching skills
  • Helping growth and development among associates
  • Knowledgeable in performance reviews and disciplinary processes
  • Able to assist with writing and developing policies and procedures
  • Professional telephone demeanor
  • Report preparation
  • Credit card processing
  • Account management
  • Service standard compliance

Certification

Lean Six Sigma White Belt

Timeline

Customer Care Supervisor

Park National Bank
01.2018 - 06.2025

Cable Technician

Spectrum
06.2017 - 01.2018

Fraud Prevention Representative

Discover Financial Services
01.2016 - 06.2017

Basic - Basic

Newark High School

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