Summary
Work History
Education
Skills
Timeline
Generic

Victoria Ramirez

Alexander,Iowa

Summary

Knowledgeable and dedicated customer service professional with extensive experience in clerical 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.

Work History

Returns Specialist

Sleep Number Corporation
02 2023 - Current
  • Provided outstanding customer service by addressing concerns, answering inquiries, and offering solutions to ensure customer satisfaction.
  • Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
  • Conducted thorough investigations of disputed returns claims, upholding company policies while maintaining positive customer relationships.
  • Improved customer satisfaction by efficiently processing return requests and providing timely resolutions.
  • Maintained detailed records of all communications with customers regarding their returns issues, ensuring transparency and efficient follow-up actions.
  • Developed strong communication skills by liaising between various departments involved in the returns process.
  • Identified opportunities to enhance the customer experience by providing feedback on product design, packaging, and shipping methods.
  • Collaborated with cross-functional teams to address product quality issues and reduce return rates.
  • Supported sales team by providing information on common reasons for returns, enabling them to improve their sales strategies and minimize future issues.
  • Worked closely with accounting department to ensure accurate refunds were issued promptly upon receipt of returned items.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and backed up other customer service managers.
  • Sought ways to improve processes and services provided.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Customer Service Representative Team Lead

Humach
02 2020 - 12 2020
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Achieved consistently high-performance ratings from both customers and management through diligent monitoring and coaching efforts.
  • Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
  • Fostered a positive work environment that encouraged collaboration and teamwork among employees.
  • Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Built positive rapport and relationships for high levels of customer satisfaction.

Secretarial Assistant

LeDoux Signs
06 2019 - 02 2020
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Executed record filing system to improve document organization and management.
  • Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Managed relational database to store information for reference, reporting, and analysis.
  • Collaborated with team members on various projects, contributing to successful outcomes.
  • Maintained a well-organized filing system for easy document retrieval, improving overall productivity.
  • Enhanced office efficiency by streamlining administrative processes and implementing time-saving tools.
  • Contributed to the development of an efficient office environment through continuous improvement initiatives.
  • Handled sensitive information with discretion, maintaining strict confidentiality at all times.
  • Expedited invoice processing by accurately tracking expenses and submitting payments in a timely manner.
  • Coordinated travel arrangements and accommodations for executives, reducing costs and increasing satisfaction.
  • Monitored office calendars to plan meetings, activities, and travel to maximize productivity.
  • Improved data accuracy by diligently maintaining databases and spreadsheets with up-to-date information.
  • Managed appointment scheduling for multiple staff members, ensuring smooth daily operations.
  • Ensured smooth transitions during executive absences by managing delegated tasks efficiently and proactively addressing issues that arose during their absence.
  • Scheduled appointments and conducted follow-up calls to clients.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Entered data into system and updated customer contacts with information to keep records current.
  • Handled daily scheduling tasks and provided administrative support for entire department.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Maintained electronic filing systems and categorized documents.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Secretary's Assistant

ISG and Associates
03 2015 - 10 2017
  • Responded to inquiries from callers seeking information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Established administrative work procedures to track staff's daily tasks.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Performed research to collect and record industry data.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Transcribed and organized information to assist in preparing speeches and presentations.

Education

Metropolitan Community College

Skills

  • Service standard compliance
  • Account management
  • Professional telephone demeanor
  • Staff education and training
  • Training development aptitude
  • Complaint resolution
  • Recordkeeping strengths

Timeline

Returns Specialist

Sleep Number Corporation
02 2023 - Current

Customer Service Representative Team Lead

Humach
02 2020 - 12 2020

Secretarial Assistant

LeDoux Signs
06 2019 - 02 2020

Secretary's Assistant

ISG and Associates
03 2015 - 10 2017

Metropolitan Community College

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Victoria Ramirez