Frank Ramirez Email & Phone Number

Irvine, Ca

• Provide support to an Associate Director, 8 supervisors and 104 customer service representatives.• Provide effective two-way feedback to motivate a high performance and productive environment.• Recognized and recommended operational improvements. Monitor the performance of staff members according to the established observation standards.• Effectively execute on the vision, mission, and objectives of the call center, successfully achieving productivity and quality objectives.• Backfilled for any Supervisor on Associate Director’s team due to any out of office time and training.• Handle call backs, escalations, releases and system approvals for entire team.• Determined overall need within team and lead additional coaching sessions, workshops or analysis with designated teams/reps.• Sat in a centralized area to provide floor support allowing sups to coach uninterrupted.• Projects related to Team’s focus.• Drove overall strong team performance in alignment with Center and Area strategic initiatives. • Provide guidance and coaching to supervisor’s in a timely manner. • Conduct interviews to assist with the selection of new hires in support of talent acquisition efforts.

Irvine, Ca

• Manage a team of 10-12 Customer Care Specialist/Advocate/Pro's• Coordinate work assignments of Customer Care Specialist/Advocate/Pro engaged in performing a subset of the following duties to include on-line customer service/billing, customer retention and troubleshooting• Monitor employee/customer contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and improve service level; ensure compliance with control procedures.• Coordinate representative working hours, overtime, training, vacations and lunch breaks.• Administer training for Customer Service Representatives in coordination with the Coordinator-Customer Service Training and monitor/evaluate progress.• Prepare and analyze reports concerning customer service and billing matters for review and recommendation to Director and/or Manager-Customer Care.• Make service - affecting decisions in routine matters.• Maintain frequent customer contact and interface to ensure that the customer is provided timely follow-up and perceives Verizon Wireless as the number one wireless carrier.• Managing call volume through online reporting and analysis.• Review and modify processes to ensure team meets department performance standards. Identify team/individual trends in productivity and training issues. Lead quality improvement initiatives in identifying and developing solutions for department and cross-functional processes. Audit all team performance on a regular basis.

Irvine, Ca

• Listen and respond appropriately in all interactions with Consumer customers, works to establish rapport with customers while performing the full range of customer service and technical support functions.• Proactively work to resolve customer issues completely and independently, works to retain customer on calls and minimize call forwarding to other departments / representatives where possible. • Use expert negotiation and problem solving skills to resolve complex and non-routine customer concerns.• Communicate complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension.• Take accountability for and resolved all customer issues and ensures impending solutions are effectively followed up on with customers.• Proactively review all customer account information while on calls to identify and match customer's current and future needs with the appropriate product and / or service. Focus on selling to customers as appropriate in order to add a line, upgrade or sell accessories.• Successfully positions solutions that increase the value of the customer’s wireless experience and leads to customer adoption.