Javier Ramirez Email & Phone Number

Critical Situations ManagerAugust 2023 - PresentAs a Critical Situations Manager, I act as the main escalation point for Microsoft stakeholders, ensuring their satisfaction and trust by working closely with technical teams and support staff to resolve critical issues quickly and effectively. I provide clear, timely updates and reports on incident resolution efforts. Additionally, I lead the response to major incidents affecting Microsoft products or services, following best practices and protocols.In April and August 2024, I served as a Nesting Helper and Mentor for two groups of new hires, overseeing both on-site and remote interactions through Teams Calls, Chats, and emails. I reviewed interactions and quality for four new members of the Critical Situation Management Team, monitored up to 12 scenarios from key stakeholders, and collaborated with engineers, quality teams, subject matter experts, and managers. I also prepared daily reports, suggested improvements, and led morning debriefings on general and specific processes.Sykes (Foundever)Customer Service Representative – Capital One AccountMarch 2022 - May 2023As a Customer Service Representative, I handled fraud and dispute claims for customers, as well as CSID verification for banking and telecommunications. My responsibilities included verifying account legitimacy, authenticating transactions, conducting multi-factor identity checks, cross-referencing databases, and monitoring for suspicious activity to prevent fraud. I also handled KYC (Know Your Customer) procedures, collecting customer documentation, conducting background checks, and assessing risks to ensure compliance.

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  Universidad Americana (Cr)

  Computer Science