Vanessa Ramirez
Kissimmee,FL
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
9
9
years of professional experience
Work History
Legal Intake Specialist
Rubenstein Law P.A
07.2023 - Current
- Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases.
- Conferred with clients and other involved parties to gather and track case information.
- Liaised with other paralegals and legal staff to complete common tasks on schedule.
- Edited and proofread legal documents to verify accuracy.
- Conducted detailed client intakes and entered information into the company database.
- Interviewed clients to obtain information relevant to cases.
- Communicated pertinent information to clients via phone, email, and mail.
- Managed department call volume of 70+ calls per day with tact and empathy
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
Customer Service Specialist
U.S. Department Of Homeland Security
03.2023 - Current
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
- Managed an average of 150 customer interactions per day, successfully resolving 90% of issues on the first call.
Customer Service Advocate
TTEC Remote
12.2022 - 04.2023
- Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
- Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.
- Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a 50% decrease in resolution time.
Data Entry Specialist
Osceola Clerk Of The Circuit Court & Comptroller
09.2017 - 01.2023
- Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone).
- Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.
- Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.
- Routed an average of 20 incoming, existing tasks per day to the appropriate team, resulting in a 90% success rate in task completion
Customer Service Associate
Department Of Homeland
03.2015 - 05.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed department call volume of 50 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
High School Diploma -
Jose De Diego High School
Mayaguez, PRSkills
- Complaint resolution
- Order fulfillment
- Professional telephone demeanor
- POS systems expert
- CRM
- Creative problem solving
- Multi-line phone talent
- Typing 45 wpm
- Call center operations
- Client Relationships
- Billing Adjustments and Refunds
- Issue and Complaint Resolution
- High-volume call centers
- Billing Procedures
- Information Updates
- Operational Efficiency
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Legal Intake Specialist
Rubenstein Law P.A
07.2023 - Current
Customer Service Specialist
U.S. Department Of Homeland Security
03.2023 - Current
Customer Service Advocate
TTEC Remote
12.2022 - 04.2023
Data Entry Specialist
Osceola Clerk Of The Circuit Court & Comptroller
09.2017 - 01.2023
Customer Service Associate
Department Of Homeland
03.2015 - 05.2016
High School Diploma -
Jose De Diego High School
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