Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Shayland Ramirez

Maple Shade

Summary

Detail-oriented and people-driven operations specialist transitioning from executive support to the tech industry. Over 4 years of experience leading cross-functional teams, supporting national accounts, streamlining workflows, and improving customer satisfaction. Adept at process optimization, stakeholder communication, and ensuring regulatory compliance. Ready to bring customer-focused problem solving and organizational excellence to a dynamic tech environment.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Executive Assistant / Operations & Client Success Lead

MAG Industries
01.2022 - Current
  • Managed daily support for National Account Managers and Sales Executives, helping to consistently maintain $750K-$1M/month in sales revenue across 9 national retail chains (Store count ranging from 30-300).
  • Directed cross-functional collaboration between Legal, Sales, and Operations teams to ensure client compliance with federal and state product regulations.
  • Created and implemented Standard Operating Procedures (SOPs) for the Credits/Returns department-still in use today-improving processing speed and customer resolution accuracy.
  • Oversaw end-to-end return logistics, including reverse logistics coordination, credit issuance, inventory audits, and dispute resolution.
  • Spearheaded product education initiatives for store-level teams, increasing product knowledge and brand advocacy across multiple retail chains.
  • Provided direct customer support via phone, email, and on-site visits, addressing order issues, merchandising needs, and compliance inquiries.
  • Co-led the Sales Support & Merchandising Team, providing ongoing training, legal updates, sample distribution, and marketing materials to increase field effectiveness.

Client Relations & Technical Support Coordinator

CU I Cable Services
08.2020 - 09.2021
  • Delivered frontline customer service for Xfinity, managing 200-400 inbound and outbound calls daily across billing, technical support, and service inquiries.
  • Provided tier-1 troubleshooting and resolution for a wide range of consumer technology products, including Wi-Fi routers, cable boxes, printers, TVs, and mobile phones-ensuring fast and accurate issue resolution.
  • Handled high-priority escalation calls, serving as a liaison between customers and internal departments to de-escalate concerns and deliver satisfactory outcomes.
  • Managed technician dispatch and field service operations, ensuring timely service delivery and tracking completion of work orders to meet performance metrics and service-level agreements (SLAs).
  • Generated daily performance and issue-tracking reports for senior leadership, supporting continuous improvement in customer satisfaction and operational efficiency.
  • Maintained comprehensive CRM records and ensured accurate documentation of service calls, escalations, and resolutions.

Loan Processor

SoFi
11.2019 - 03.2020
  • Reviewed 100+ loan applications per week for regulatory accuracy, achieving near-perfect audit scores.
  • Translated complex financial language for customers, improving transparency and trust.
  • Maintained CRM records and ensured compliant documentation handling across all loan files.

Education

Bachelor of Science - Electrical And Computer Engineering

Oregon State University
Corvallis, OR
01.2025

Skills

  • Project Coordination & Cross-Functional Collaboration
  • CRM & SaaS Tools: Salesforce, Zoho, Acumatica
  • Workflow Platforms: Trello, Notion, Slack, Zoom
  • Technical Support & Troubleshooting
  • Process Improvement & SOP Development
  • Customer Success & Client Relationship Management
  • Data Analysis & Reporting: Excel, Google Sheets, PowerPoint
  • Documentation & Compliance Management
  • Marketing & Enablement Tools: Canva, Email Automation (Mailchimp, Flodesk)
  • Administrative Operations: Executive Support, Calendar/Travel Management, Expense Reporting

Certification

  • Google IT Support Professional Certification (In progress)
  • CompTIA Security+ (In progress)

Timeline

Executive Assistant / Operations & Client Success Lead

MAG Industries
01.2022 - Current

Client Relations & Technical Support Coordinator

CU I Cable Services
08.2020 - 09.2021

Loan Processor

SoFi
11.2019 - 03.2020

Bachelor of Science - Electrical And Computer Engineering

Oregon State University

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