Clare Ramirez Email & Phone Number

Round Rock, Tx, Us

Round Rock, Tx, Us

Chicago, Illinois, Us

Morristown, Nj, Us

Interviewed, hired, and led a team of 18 Data Validation Analysts.Acted as Equipment Manager for the US team; configuring, shipping, and receiving employees’ computers.Served as liaison for the team; filtering team questions to Client Manager.Supported the training team during new hire training.Wrote and implemented process documentation, team policies and procedures.Communicated all project updates and changes in weekly team meetings.Audited individual performance, gave coaching in 1:1s, initiated improvement plans to achieve 90% SLA.Documented discrepancies in Tableau reporting, presented evidence to engineering and management;advocated for team members who were falsely flagged for low performance.

Morristown, Nj, Us

Kirkland, Washington, Us

Atlanta, Georgia, Us

Mountain View, California, Us

Austin, Us

Answers inquiries from clients promptly and accurately; researches and escalates issues to other departments if needed.Establishes and maintains car inventory and sales data feeds for automobile dealerships and dealer entities.Conducts dealership visits to observe dealership procedures and provide on-site support.Initiates and submits any critical client needs, field visit requests, program bugs, special request and product change requests to management for review.Modifies documents and coordinates implementation of appropriate customer service support procedures.Maintains and provides support for other staff functions on special projects as needed.Completes special projects as assigned.Observes and assists other internal CTA's or AE's to gain continued working knowledge of product, department procedure and dealership knowledge.Completes personal and departmental assigned goals.Performs other related duties as assigned.

Austin, Tx, Us

Served as first point of contact for customers in need of plumbing, electrical, HVAC, appliance repair, security, pool, and handyman services. Actively listened to customers' concerns, determined what types of services they need, and booked service calls with the utmost accuracy. Reached out to customers who had recently received service, to ensure that our technicians completed the requested work to their absolute satisfaction, and to determine whether a repeat visit is needed. Fielded customer complaints, and forwarded them to the appropriate parties to ensure prompt resolution. Scanned, uploaded, and filed daily service invoices.Performed dispatch duties on Saturdays, in addition to my regular duties.

Act as an information source for agents’ questions pertaining to process, policy and work schedules.Review, organize and delegate daily tasks for team of 9-12 agentsClosely coordinate with other leads and management pertaining to support service levels and customer experience, and take appropriate actions to correct when neededWork in phone queues a minimum of 25% of work day to maintain subject matter expertise.Compile/send daily status and other required reports as directed by managerCarry out performance measurement (Quality Audits, CSAT), monitoring, and evaluation of all agents and operators to improve efficiency. Provide feedback to CSRs in 1:1 once per month.Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as neededPrepare and direct schedules, monitor attendance of team, schedule breaks and shifts as necessary including approving weekly payroll and agent vacation requestsCommunicate solutions, successes, and opportunities to the Manager of customer support.Coordinate training for new hires and existing staff; participate in the delivery of trainingProactively communicate with CS Manager regarding work flow, staffing issues/performance, and customer experience items Work with other leads to cover all hours of business operation, and coordinate with other leads as point of contact to insure continuous and full supportInspire and motivate agents; lead by exampleEncourage good team moraleSpecial projects as designated by managementOrganize activities related to maintenance and repair of equipments, ordering supplies and materials. Work closely with the Knowledge Management and Customer Systems teams to enhance our tools and systems for providing customer support.Created new procedure for handling of live customer escalations and escalation callbacks.Developed and launched the Excellence in Action Rewards program for customer support agents.

First and often only point of contact with potential and existing customersCommunicate services and process; assist customers with layout and writing copy and maintaining overall customer satisfactionAble to communicate with customers, offering services by translating the technical into the non-technicalProvide assistance with technical troubleshooting, problem-solving and issue resolutionPerform conflict resolution by means of research, positive communication, and problem solving skillsModerate reviews and owner's responses to ensure that user-generated content complies with HomeAway's guidelinesUpdate wiki to include weekly review moderation reportsCross-trained to assist the VacationRentals.com and HomeAway Real Estate customer support teamsParticipated in training new hires, as well as creation of training modules

Cupertino, California, Us

Assisted customers with placing and changing orders, provided information on order statusResolved basic payment issues and provided product informationParticipated in the iPhone launch Cross-trained for the position of iPhone Tier 1 Technical Support Representative, and assisted that department as neededCross-trained for the position of iTunes Store Customer Support Representative, and assisted with that department as neededCross-trained for the position of Tech Support Concierge, and assisted with that department as needed

Dallas, Tx, Us

Responsible for answering inbound calls from customersAssisted customers with understanding their bills, applying credits and adjustments when necessary and appropriate, rate plan analysis, and adding and/or removing featuresProvided level 1 technical support, assisting customers with device usage and features, troubleshooting devices, and network issues.

Boise, Idaho, Us

Developed and maintained schedule for 6-9 employees Ensured that high level of customer service was provided by store associatesMaintained accounting, book-keeping and bank transactions with 100% accuracyManaged a team of cashiers and baggers (6-9) Kept employees on task and made sure necessary duties were performedHandled and resolved customer complaintsAssisted other departments when needed