Roy Ramirez
Harlingen,Texas
Summary
Achieved high levels of customer satisfaction by providing exceptional service through active listening and effective problem-solving. Enhanced customer support operations in a fast-paced, high call volume environment through superior computer skills and professional telephone etiquette. Contributed to a positive customer experience in diverse retail and customer service settings.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
TTEC
08.2025 - Current
- Facilitated customer inquiries and efficiently resolved issues through email communication.
- Leveraged CRM software to document customer interactions and monitor resolution progress.
- Cultivated comprehensive knowledge of products and services to deliver precise information to customers.
- Facilitated collaboration among team members to optimize customer service processes.
- Managed 90-100 emails a day.
TxTag Customer Service Specialist
TTEC
11.2023 - 02.2025
- Oversaw management of multiple systems to deliver information and service for toll road usage.
Prepaid Claims Agent
ACT
2020 - 01.2021
- Managed servicing of prepaid cards and accounts, implementing high-level security measures for customer authentication.
- Oversaw the claims process via phone, utilizing various tolls and resources.
- Fostered positive customer interactions by addressing concerns related to fraud or disputes with empathy and providing effective solutions.
- Worked effectively in fast-paced environments.
Prepaid Customer Service Representative
ACT
2019 - 2020
- Achieved high levels of customer satisfaction by servicing various prepaid card programs, including unemployment, disability, housing, rewards, gift, cash pay and plasma prepaid cards.
- Delivered comprehensive account maintenance, executed manual audits and provided robust web and mobile support.
- Developed effective resource utilization and time management strategies to ensure accurate customer solutions and first call resolutions, consistently meeting quality service standards.
Protection Agent / Fraud Analyst
ACT
2017 - 01.2018
- Oversaw credit card activity analysis to identify and mitigate fraud risks.
- Facilitated customer support in fraud prevention and card reinstatement processes.
- Resolved customer complaints effectively, ensuring accurate documentation and thorough issue resolution.
Education
High School Diploma -
Rio Hondo High School
Rio Hondo, TX01.2011
Skills
- Expertly managed call center operations to enhance customer service efficiency
- Ensured strict compliance with customer service procedures to enhance client satisfaction
- Demonstrated exceptional problem-solving skills to address complex challenges
- Delivered compelling presentations to engage and influence diverse audiences
- Executed navigation across multiple systems to enhance operational efficiency
- Demonstrated meticulous attention to detail in all tasks and projects
- Demonstrated exceptional ability to manage multiple tasks simultaneously
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
Timeline
Customer Service Representative
TTEC
08.2025 - Current
TxTag Customer Service Specialist
TTEC
11.2023 - 02.2025
Prepaid Claims Agent
ACT
2020 - 01.2021
Prepaid Customer Service Representative
ACT
2019 - 2020
Protection Agent / Fraud Analyst
ACT
2017 - 01.2018
High School Diploma -
Rio Hondo High School