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.

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.

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.