Andi Ramirez Email & Phone Number

Remote

Fairburn, Georgia, United States

Administrative processing and processing of customer ordersCreating statisticsAcceptance and processing of customer complaintsBilling of ordersMeeting SLA agreementsOnboarding new employeesApply research, information gathered, and analytical skills to complex activities and issues.Update and review load planAssume complete ownership of customer issue until resolved involving multiple inbound and outboundcommunications.Met SLA standards with tickets createdOnboard new employees with LDAPSUpdate and review Detention report weeklyBuild strong relationships with customers and across work areas to improve services and ensure service levelsare being met.Join daily meets with customers to make sure we are on track with daily goals and shipmentsUpdate DOR Slide for management daily

Lincoln, Nebraska, United States

Manage 30+ help-desk employees across multiple accounts and supervise their day to day responsibilities.Possess exposure to multiple phases of the development life cycle including business analysis, training, andsoftware control testing.Apply research, information gathered, and analytical skills to complex activities and issues.Business trips to Client site for Face to Face meetings.Work directly with the Client Executives and Client Delivery Executives for various Account specific projects.Liaison between agents, business partners, and technical staff in the development of numerous projects.Track, maintain, and produce regular and ad hoc reports into Excel.Track Agent performance with monthly 1x1 PowerPoint and Excel statistics tracker.Provide training to managers and IT Staff affected by the new system.Make recommendations for policy and process improvements for work groupsIdentify opportunities for improvement; recommend possible training opportunities for agentsEnsure team is meeting or exceeding contractual and service level obligations to customers.Contribute to my own teams/closely related teams by ensuring quality and accuracy of team output.Build strong relationships with customers and across work areas to improve services and ensure service levelsare being met.Assume complete ownership of customer issue until resolved involving multiple inbound and outboundcommunications.Create/modify/retire Knowledge Base articles within Service NowTransfer knowledge from owner teams to Service Desk (providing meta-data, formatting, translate intoclear/concise understandable language)Complete UAT Testing for Service Now enhancements

Lincoln, Nebraska, United States

Contributed in multiple process improvement initiatives to stabilize failing account (Legacy)Have met SLA agreements since I started on accountInitiated a Quality Assurance process to track and help improve Reps performanceHandle phone customer service escalations and team concerns/questionsLiaison between Reps, business users and Management staff in the development of numerous projectsTrack, maintain and produce regular and ad hoc reports in ExcelHelp set up and UAT test on multiple systems and then train Reps and Processors how to utilizeManage and oversee multiple mailboxes pertaining to various escalations for customers and managementManage Action Items until closed and by due dateDo trending analysis on SLA misses and common issuesFollow and manage outages and escalations from start to finishTrain and continually develop team members through education, feedback and/or quality assuranceCoordinate work activities and communications in the absence of a SupervisorWork directly with CEO and other management from Dell and the customer, LegacyEnsure team is continually meeting and exceeding SLA agreementsHost/Attend regular meetings with Reps and/or Dell and customer managementPerform administrative support functionsConduct interviews for new on boarding staffManage up to 15 customer care reps and oversee their day to day responsibilities

Lincoln, Nebraska, United States

Mentored and trained multiple Associates on AffinityHelped develop and stabilize Affinity within Dell from Go-Live.Coach, motivate and guide team members to ensure continued success.Take inbound customer service calls to customers including policyholders, beneficiaries, agents and internalcustomers.Respond to customer requests by phone and/or in writing to ensure customers are satisfied.Process customer requests in a timely manner in IKA tool environment.Involved in email transactions with customer and management.Take supervisor calls with customer complaints and issues.Walk the floor to help new hires with questions and concerns.Work directly with the team and Management for various Account specific projects.Make recommendations for policy and process improvements for work groups.Help supervise day-to-day activities of team members.Identify opportunities for improvement; recommend possible training opportunities.Ensure team is meeting or exceeding contractual and service level obligations to customers.Contribute to my own team/closely related teams by ensuring quality and accuracy of team output.Build strong relationships with customers and across work areas to improve services and ensure service levelsare being met.Collaborate with others to achieve objectives and ensure information flow.Assume complete ownership of customer issue until resolved involving multiple inbound and outboundcommunications.