German Ramirez Email & Phone Number

Newport Beach, CA, US

Costa Mesa, California, United States

• Spearheaded the growth and restructuring of the call center, expanding from 2 agents to 8 call center agents and 2 customer service billing agents, ensuring a well-trained and high-performing team. Transitioned the.
• Developed IVR systems, call queues, schedules, and reporting functions within both RingCentral and Xima.
• Enhanced operational capabilities by implementing Xima's skill-based system, with chat and SMS functionality, improving communication channels.
• Managed additional departments including:o Warehouse Operations: Oversaw a team of 4 employees, establishing an organized inventory system for efficient supply management.o Cleaning Crew: Supervised a 3-member cleaning.
• Led a team of 4 Clinical Care Coordinators responsible for telehealth appointments, lab work, and essential medical testing for patients at substance abuse facilities. Acted as the liaison between facilities and.
• Managed a team of 8 Customer Service Agents, mentoring them to improve performance, resolve concerns, and create a safe and enjoyable work environment.

Brea, California, United States

• Supervise and mentor a team of 26 caregivers to ensure we are assisting patients in a timely and efficient manner; holding end of month team meetings to go over our team stats from the previous month and to have a.
• Created Excel spreadsheets with formulas for management team to utilize so data could be automatically extracted rather than continuing to manually enter data from other reports.
• Partner with Work Force Management team to ensure care givers are adhering to their schedules so the department meets daily, weekly, and monthly goals.
• Assist caregivers with taking Supervisor escalations to ensure they are free to assist other patients.

Newport Beach, California, United States

• Led the Customer Relations call center consisting of 100+ employees including receptionists, operators, social media specialist, team leads and supervisors; ensured the department met the monthly KPI goals while.
• Developed and implemented a new method for annual reviews for agents to foster collaboration and inspiration based on actual trackable metrics rather than subjective assessment.
• Collaborated with Managers from the production side of the business to resolve escalated complaints in a timely and empathetic manner.
• Completed annual employee performance reviews, along with addressing performance issues.

Newport Beach, California, United States

• Supervised 40+ Service Representatives; monitored random calls to improve quality, minimize errors and track call center agent performance. Assisted with phone system needs in the absence of the Telecom Manager.
• Implemented a new bonus program measurably improving employee morale.

Newport Beach, California, United States

• Supervised 10+ Customer Service Representatives and coached each individually to improve product and process knowledge and enhance customer satisfaction; assisted the representatives with taking escalated calls in.
• Partnered with the Telecom Manager to learn, and then train, various tasks such as programming moves, adds and changes, troubleshooting system errors, accessing the voicemail system and running custom reports.
• Provided training to new hires and current representatives to ensure they were up to date with the most current information available and enhance their skills to meet the Glidewell standards.

Orange County, California, United States

Orange County, California, United States

San Diego, California, United States