Andi Ramirez Email & Phone Number

• Manage 30+ helpdesk employees across multiple accounts and supervise their day to day responsibilities. • Possess exposure to multiple phases of the development lifecycle including business analysis, training, and software control testing. • 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 • 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 groups• Identify opportunities for improvement; recommend possible training opportunities for agents• Ensure 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 levels are being met.• Assume complete ownership of customer issue until resolved involving multiple inbound and outbound communications. • Create/modify/retire Knowledge Base articles within Service Now• Handle phone customer service escalations and team concerns/questions• Liaison between Reps, business users and Management staff in the development of projects• Track, maintain and produce regular and ad hoc reports in Excel• Help set up and UAT test on multiple systems and then train Reps and Processors• Manage and oversee multiple mailboxes pertaining to various escalations for customers• Follow and manage outages and escalations from start to finish• Train and continually develop team members through education• Ensure team is continually meeting and exceeding SLA agreements

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  Lincoln Northstar

  General Studies