Eric Ramos Email & Phone Number

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.

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.

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).

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.
• 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

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.

• 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