Wendy Ramos
Laredo,Tx
Summary
Motivated store manager with 21 years of experience in sales and progressive leadership roles. Versed in all aspects of running a retail establishment, including opening and closing procedures, banking, merchandising, and recruiting. Keeps operations efficient, productive, and on track to be consistent. Focused on improving store operations, increasing top-line sales, and reducing costs. Successful in sales growth, customer growth, and budgets. The ability to train and develop high-performing teams by blending customer service expertise with sales coaching strategies. Known for fostering purpose-driven teams by clearly communicating the 'why' behind goals, resulting in improved efficiency, engagement, and performance.
Overview
22
22
years of professional experience
Work History
Store/Restaurant Manager
7 ELEVEN
12.2023 - Current
- Direct all aspects of daily store operations, including team leadership, customer service, inventory control, and visual merchandising.
- Led a team of 10–15 employees, driving sales and ensuring a high standard of customer care.
- Increased store revenue by 18% through team motivation, product knowledge training, and local marketing initiatives.
- Implement efficient scheduling and inventory systems that reduce waste and improve stock turnover.
- Provide hands-on coaching to associates to enhance performance and service delivery.
Call Center Manager & Trainer
Concentrix
07.2003 - 10.2023
- Managed day-to-day operations of large-scale call centers with teams ranging from 25 to 100+ agents.
- Developed and implemented training programs for new hires and ongoing staff development.
- Increased customer satisfaction scores by up to 30% through improved quality assurance processes and employee coaching.
- Created detailed performance tracking systems to monitor KPIs, leading to consistent improvement in call resolution times and agent productivity.
- Collaborated with upper management to align customer service goals with company-wide initiatives.
- Successfully reduced turnover by 20% through improved engagement, recognition programs, and targeted development plans.
Education
Some College (No Degree) - Psychology
LCC
Laredo, TXSkills
- Customer experience optimization
- Sales strategy and goal attainment
- Budget and labor cost management
- Staff leadership and development
- Compliance and operational excellence
- Visual merchandising and inventory control
- Strategic Planning & Execution
- Skill gap analysis
- Staff Training & Development
- Performance metrics and KPIs
- Workforce planning and scheduling
- Conflict resolution
- Quality assurance management
- CRM Software (Salesforce, Zendesk, etc)
- MS Office Suite (Excel, Word, PowerPoint, Outlook)
- Workforce Management Tools (E-start, Workday, IEX)
- Call Recording/Quality Monitoring Tools (NICE, Verint)
Languages
- English
- Spanish
Professional Development
- Certified Call Center Manager (CCCM)
- Leadership & Supervisory Skills Training
- Customer Service Excellence Workshops
Timeline
Store/Restaurant Manager
7 ELEVEN
12.2023 - Current
Call Center Manager & Trainer
Concentrix
07.2003 - 10.2023
Some College (No Degree) - Psychology
LCC