James Ramos Email and Phone Number

- Handled complaint files from CCTS, BBB, internal escalations, and high-level requests.- Maintained a 90% close and resolution rate for regulatory complaints.- Exceeded monthly QA expectations by balancing customer needs and business requirements.- Supported team with any technical and system related questions.

- Resolved issues escalated by the Call Centre and Retail agents through LiveEngage chat or via phones.- Resolved customer issues which included but not limited to troubleshooting wireless services, wireless handsets, data services, billing disputes, etc- Assessed and validated all wide spread issues and acted as a liaison between departments to coordinate immediate resolution.- Pulled daily reports from CRM porting actions and servicenow tickets. Generated daily Service Level report.

- Prospected new and existing clients to promote and sell solutions. - Researched prospective customers to identify contacts and roles. - Utilized social media and various creative customer engagement methods.- Developed the right solutions for the customers.- Met monthly quotas and targets.

- Upsold and cross-sold customer's needs.- Assisted customer's needs and offered solutions over the phone or chat. - Handled multiple chats at time while providing excellent service.- Focused on individual goals and company targets.- Adhered to standard operating procedures.

- Made outbound non scripted calls to prospective and existing customers.- Promoted and sold features and benefits of the products and services. - Participated in special outbound campaigns. - Maintained and met monthly quotas and targets.

- Discussed and guided customers through products and solutions.- Fulfilled after-sales transactions. - Generated daily team reports.- Completed open cases through the system.- Generated daily team reports. - Cascaded training materials to team members.