Tosha Ramos
Crowley,TX
Summary
Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes.
Overview
15
15
years of professional experience
Work History
CSR
Chewy.com
Crowley
03.2024 - Current
- Maintained up-to-date knowledge of company products and services.
- Performed account maintenance activities such as updating client information in databases.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Updated system with order specifics and customer details, preferences, and billing information.
- Handled customer inquiries and complaints in a timely manner.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Developed strategies to improve quality of customer service delivery.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Logistic Manager
Pinnacle Driveaway
Cleburne, Tx
06.2018 - 06.2023
- Implemented and optimized supply chains strategies to improve efficiency and reduce costs due to ever changing transportation routes
- Oversaw transportation operations, including coordination shipments and managing carrier relationships
- Developed and maintained inventory control systems to ensure accurate stock levels and minimize stockouts (routes)
- Managed a team of diver personnel (50 plus at one time) including hiring, training and performance evaluations
- Monitored electronic logging device (ELD) and implemented actions to meet or exceed targets with regulations (FMCSA)
- Worked collaboratively with customers and staff at various levels through email and chat through out the day to solving issue as it was happening.
- Strengthened operational efficiencies by developing organizational filing systems for invoices, customer orders and contract records.
- Developed and managed logistics strategies to improve the efficiency of operations.
- Developed strong rapport through effective client needs assessment and commitment to top satisfaction levels.
- Coordinated with suppliers to ensure timely deliveries of goods.
- Relayed information between drivers and recipients regarding ETA and potential delays via email and chat
- Updated customers and interdepartmental employees on critical shipments upon request.
- Supervised activities of workers engaged in receiving, storing and shipping products or materials.
- Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing personnel tasks.
Store Manager
The Romance Store
Fort Worth, Tx
02.2013 - 03.2018
- Managed daily operations of the store, ensuring smooth workflow and efficient customer service
- Developed and implemented sale strategies to improve revenue and profit margins
- Hired, trained and supervised a team of employees fostering a positive work environment and achieving high employee retention rates between the stores I managed across the area
- Monitored inventory levels and implemented inventory control measurements to reduce stockouts and optimize product availability, communication frequently with vendor
- Implemented effective visual merchandising technique to enhance product presentation and drive sales
- Established customer service standards and monitored staff compliance.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Monitored employee performance and identified performance gaps for corrective action.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Customer Service Supervisor
Walmart
Crowley, Tx
07.2010 - 04.2012
- Managed a team of customer service representative, ensuring high level of customer satisfaction and resolutions of complex issues between multiple front-end departments
- Monitored and evaluated customer servicer metrics, such as response time, call volume and customer feedback, to identify areas for improvement and implement strategies for enhanced performance
- Collaborated with other departments to resolve escalated customer complaints and ensure a seamless customer experience
- Implemented quality assurance processes to ensure adherence to company policies and procedures consistently achieved or executed performance targets
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
Education
Remington college
01.2010
Stephenville High School
01.2004
Skills
- Product Knowledge
- Performance management
- Microsoft Applications
- Complaint handling
- Customer focus
- Scheduling
- Refunds processing
- Typing proficiency
- Call escalation
- Product knowledge
- Verbal and written communication
- Multi-line telephone operations
- Data entry
- Shipping and receiving
- Multitasking and organization
- Microsoft Excel
- Microsoft outlook
- POS systems expert
- Retail sales customer service
Timeline
CSR
Chewy.com
03.2024 - Current
Logistic Manager
Pinnacle Driveaway
06.2018 - 06.2023
Store Manager
The Romance Store
02.2013 - 03.2018
Customer Service Supervisor
Walmart
07.2010 - 04.2012
Remington college
Stephenville High School
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