Eric Ramos Email & Phone Number

Seguin, Tx, Us

San Antonio, Texas Metropolitan Area

Interact and maintain a relationship with 100+ end users.Provide access, feature, and workflow information to operations support for proper documentation.Verify all required documentation is entered within loan application for loan processing.Document change/enhancement requests.Serve as the initial point of contact in resolving technical support questions related to the production and support of loans.

San Antonio, Texas, United States

Adding/removing access to existing/new software for line of business. Assisting Workforce Management with plotting, updating schedules. Updating/removing employee skills for a live call environment. Working with multiple departments for onboarding and offboarding. Troubleshooting existing or new behaviors on line of business applications. Maintaining entitlements to users profiles for business roles.

San Antonio, Texas

• Leading a team of agents that provide technical assistance for a customer relationship management application. • Participate and assist in staff training, including new applications/new procedures that are introduced. • Provide coaching and development experience that motivates agents to not only meet their KPI but help agents understand the importance of their contribution to the success of the team.• Efficient at collecting and collaborating data with different partners, identifying root causes, and solutions for performance gaps. • Maintaining trust from teammates when providing direction of support needed and the importance behind it. • Deescalate upset teammates in efforts to find new processes and department solutions.

San Antonio, Texas

• Efficiently and effectively answer the user’s software and technical questions. • Empower end-users by providing relevant resources to help them with current and future workflows. • Perform root cause analysis and determine the appropriate course of action. • Identify trends in users’ behaviors with the app and communicate them to the supervisor.• Partner with support team members on strategic projects as needed. • Provide technical assistance to users via Social Media (Twitter and Facebook).• Identify trends via posts and hashtags via Social Media. • Assist team leads with DSAT surveys and summaries.• Take on escalated tickets.• Lead team reviews and quizzes. • Maintained appropriate customer satisfaction since training.

San Antonio, Texas

• Provide Tier 1 level technical support for multiple proprietary military health applications, with an emphasis on first call resolution. These applications include, but are not limited to, applications involving virtualization, medical informatics, electronic medical records, credentialing, medical billing, medical coding, timekeeping, inventory management, Tricare Online appointment booking and online training• Management of user accounts• Windows/browser/application configuration• Gathering of technical information for submission to Tier 2 for further assistance• Creation/documentation of user service requests using the Remedy ticketing system• Triaging of requests for proper escalation• Remote desktop support• Tricare Online SME.

San Antonio, Texas Area

• Delivered exceptional, friendly, and fast service.• Answered questions about menu selections and made recommendations when requested.• Accurately recorded orders and partnered with team members to serve food and beverages that exceeded guests’ expectations. • Skillfully anticipated and addressed guests’ service needs. • Managed closing duties, including restocking items.

San Antonio

• Maintain courteous and professional demeanor, and demonstrate high level of social etiquette.• Utilize high levels of energy and multi-tasking to quickly fulfill drink orders in an extremely fast-paced environment. • Create monthly spending reports and labor reports. • Schedule monthly appointments with distributors and brewery representatives.• Direct bar-tending operations, overseeing scheduling and inventory.

• Provisioning users to Active Director mainframe• Audit CSR’s daily work to ensure company deadlines are met. • Front line liaison for special projects to enhance customer experience (Personalized Email Pilot)• Assist Implementation Associate to document best practices for customer service representatives.• Identify potential fraud risks (Personalized email pilot and clean desk audits).• Assisted with Customer Interaction Program implementation (phone testing, environment testing and troubleshooting) o Assisted with external customers and teams to carry out client-specific responsibilities such as dial in to training environment and resolve issues with software via remote connection) o Tested application issues by replicating relevant customer variables in certified environments. o Worked directly with development staff to facilitate resolution of identified software defects. • Assisted with vendor production environment testing (CITRIX). o Served as a resource to and collaborated with the field consulting group to support customer issues and interacted with database administrators to identify and correct issues.• Assisted with software implementation work such as installation of software to new/upgraded computers. • Identified and managed a variety of technical issues, including computer configuration, password resets, printers, scanners, telecommunication equipment, LAN access.• Troubleshoot user access issues, including determining root cause and implementing solution with Tier 2.

• Assisting customers with their Home Mortgage account• Providing assistance with complex questions regarding escrow accounts• Identifying products that could benefit the customer financially • Resolving inquiries by conducting extensive research internally & externally • Assisting with various projects (phone migration, new system set up and desk locations)• Participating in team meetings, community support initiatives

San Antonio, Texas

• Explaining benefits (prescription plans) to customers• Submit prescription refill requests• One on one and group training of skills and software training for new employees• Handling and resolving escalated calls

San Antonio, Texas

• Recruiting, interviewing and hiring new employees• Forecast call volume• Maintain staffing levels to meet / maintain service levels• Assist with design of job matrix and description as well as job requirements• Conduct new employee training and orientation.• Design matrix by which to evaluate qualify of calls• Supervise a team of 5-10 Customer Service Representatives• Administer disciplinary actions up to and including termination.• Monitor adherence to company policies and procedures