Jeff Ramirez Email and Phone Number
I am a results-driven leader and problem-solving achiever with a passion for quantifiable progress. With over 15 years of experience in support organizations and service delivery, I have been able to leverage these skills to develop a sense of purpose and fulfillment in driving a positive customer experience. Where I've been:Whether my focus is NOC Management, Omni-channel and Call Center Management or Project Management and Field Services, it is the customer experience that has allowed me to apply my transferrable skills across several different industries like:- Telecom- Manufacturing- Water- Warranty- Service Delivery- Networking and ITWhat I've Learned:As an analytical problem-solver and people-oriented team builder, I help develop efficient, purpose-driven teams with clear goals and expectations. I accomplish continuous improvement by properly understanding the customer needs and the service delivery workflow. This hands-on approach has allowed me to develop a broad understanding of many different technologies/topics such as:- Data Analysis- IoT (Internet of Things)- Smart Water Management (AMR/AMI Metering, Pressure Sensors, Leak Detection)- RF (Radio Frequency)- Routing & Switching- SQL- Cellular Communications- Vendor management- Coaching and training- SaaS (Software as a Service)- Salesforce- SW Support- HW Support and moreWhere I'm going:If you’re looking for a strong leader with proven aptitude for promoting data-driven initiatives, analytics and setting clear SOPs (Standard Operating Procedure), KPIs (Known Progress Indicators) and SLAs (Service Level Agreements) to enhance the customer experience and drive bottom-line results, let’s connect! I am happy to share what I’ve learned and see others grow as a result.Specialties: Service delivery, logistics, customer service, project management, customer satisfaction, dashboard reporting, Service Levels, client relationships, process improvement, Technology Operations Center Manager, Net Promoter Score, Long-term vision, communication, trainer.
Synovus
View- Website:
- synovus.com
- Employees:
- 5073
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It Situation Manager (Major Incidents And Disaster Recovery)SynovusWoodstock, Ga, Us
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It Situation ManagerSynovus Oct 2023 - PresentAtlanta, Georgia, United States• Developed new Standard Operating Procedures for Incident Command and Major Incident Management. • Engaged technical SMEs, Line of Business leaders and vendors as applicable to troubleshoot and resolve Major Incidents as proposed utilizing Service NOW, Runbooks and KCS methodology in an ITIL organizational environment. • Prepared and presented weekly operations dashboard and discussed trending for strategic KPIs affecting Problem Management, Incident Management and Change Management.
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Noc And Call Center ManagerMueller Systems Aug 2019 - May 2023Greater Atlanta Area• Implemented data analysis tools, resulting in improved processing speed and efficiency by 60%. • Established new roles and communication workflows, promoting 10% increase in customer retention. • Promoted growth and increased efficiencies within 19-person network operations center responsible for monitoring, reporting, and troubleshooting IoT (Internet of Things) devices, proprietary SW, and user interfaces for water utilities• Expanded NOC scope to support network… Show more • Implemented data analysis tools, resulting in improved processing speed and efficiency by 60%. • Established new roles and communication workflows, promoting 10% increase in customer retention. • Promoted growth and increased efficiencies within 19-person network operations center responsible for monitoring, reporting, and troubleshooting IoT (Internet of Things) devices, proprietary SW, and user interfaces for water utilities• Expanded NOC scope to support network communication and SW support for AMR, AMI, Leak Detection and Pressure sensors on IoT devices. Show less -
Senior Manager - Support OperationsMomentum Telecom Jul 2018 - Aug 2019Cartersville, Georgia• Improved company NPS score reflecting the customer experience in their use of Momentum Unified Communications (UC) products for White Label voice, video and email.• Increased follow-up compliance to remain above 90%. • Met and exceeded KPI's year over year on consistent basis.• Defined baseline skill sets and established tiered structure, resulting in enhanced professional development, client satisfaction, and measurable progress for call center operations, NOC, and QA teams… Show more • Improved company NPS score reflecting the customer experience in their use of Momentum Unified Communications (UC) products for White Label voice, video and email.• Increased follow-up compliance to remain above 90%. • Met and exceeded KPI's year over year on consistent basis.• Defined baseline skill sets and established tiered structure, resulting in enhanced professional development, client satisfaction, and measurable progress for call center operations, NOC, and QA teams (150+ agents). Show less -
Noc ManagerMomentum Telecom Aug 2014 - Jul 2018Kennesaw, Georgia• Redefined and consistently met KPI goals year over year. • Developed a new training program, scheduling regular development and training opportunities resulting in increased NOC competency by 30% as measured by QA results and increased tracked productivity.
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Account ExecutiveServicelive, Inc. Jul 2013 - Apr 2014Alpharetta, Ga• Held responsibility for on-boarding and strategic expansion of provider network for multiple industries and clients. • Improved service provider availability by establishing relationships with other business units to anticipate demand.• Increased the number of service provider partners by 20% -
Technical Support SupervisorGravograph Aug 2011 - Jul 2013Duluth, Ga• Reduced operational cost by $200,000 by reducing overtime and improving agent availability. • Increased NPS by 10 points by achieving consistent quality of service after developing Standard Operating Procedures for support processes, call flow and follow-up by a 12 person support team. -
Contractor, Logistics And Service ManagementNewasurion Europe Ltd. Mar 2010 - Aug 2010London, England• Boosted (UK) logistics team productivity by 30% on Servicebench dispatching portal and facilitated Service Provider interactions through strategic training. • Completed project of establishing the first service provider network for support of Best Buy UK extended warranties ahead of schedule and under budget. • Strengthened service provider relationships as system administrator of the UK ServiceBench Internet portal, managing dispatches, product data, service provider accounts, claims… Show more • Boosted (UK) logistics team productivity by 30% on Servicebench dispatching portal and facilitated Service Provider interactions through strategic training. • Completed project of establishing the first service provider network for support of Best Buy UK extended warranties ahead of schedule and under budget. • Strengthened service provider relationships as system administrator of the UK ServiceBench Internet portal, managing dispatches, product data, service provider accounts, claims invoicing, payments and training. • Established operational visibility by creating initial operations dashboard report (operations status report showing claim/repair volume and operational metrics) using MS Excel and Access. Show less -
Service Support ManagerN.E.W. Customer Service Companies Feb 2009 - Apr 2010Norcross, Ga• Achieved operational cost-reduction of approximately two million dollars ($2,000,000) by optimizing staff productivity, reducing overtime, reassigning service preferences and implementing comparison models for procurement. • Successfully managed service for 50+ clients including VERIZON, TARGET, Office Depot, Ingram Micro and others. • Consistently achieved and surpassed SLAs and operational goals when presenting weekly dashboard report to the company’s executive branch on service… Show more • Achieved operational cost-reduction of approximately two million dollars ($2,000,000) by optimizing staff productivity, reducing overtime, reassigning service preferences and implementing comparison models for procurement. • Successfully managed service for 50+ clients including VERIZON, TARGET, Office Depot, Ingram Micro and others. • Consistently achieved and surpassed SLAs and operational goals when presenting weekly dashboard report to the company’s executive branch on service operations, measuring claim volume, aging and turn-around time. Show less -
Service Solutions SupervisorN.E.W. Customer Service Companies, Inc Nov 2007 - Feb 2009Norcross, Georgia, United States• Reduced executive level escalations by 90% in 5 months by redesigning the client escalation process and monitoring progress. • Supervise, analyze and implement back-end processes related to service of computers, laptops, printers, TV's, projectors, and consumer electronics.Company previously named Warranty Corporation of America.
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Service Soutions Team LeadN.E.W. Customer Service Companies, Inc Mar 2007 - Nov 2007Norcross, Georgia, United States• Improved employee productivity by 30% and decreased overtime within first 6 months of initial assignment. • Lead Support Team to complete all back end processes, provide reporting and develop strategy and processes to facilitate repair and replacement service for customer warranties.Company previously named Warranty Corporation of America.
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Tech Center Lead TechN.E.W. Customer Service Companies, Inc Aug 2006 - Mar 2007Supervise and coach Tier 1 and Tier 2 Call Center agents and Tech Support (50+ agents) for front line resolution of warranty service claimsCompany previously named Warranty Corporation of America.
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Tech Center AgentN.E.W. Customer Service Companies, Inc Oct 2005 - Aug 2006Tier 1 and 2 Support, claims and troubleshooting for computers, laptops, printers and consumer electronics.Company previously named Warranty Corporation of America.
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Studio Office ManagerQuality Recording Studio 2000 - 2005Manage office contracts, billing, scheduling of recording services with independent contractors.
Jeff Ramirez Education Details
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Computer Sciences
Frequently Asked Questions about Jeff Ramirez
What company does Jeff Ramirez work for?
Jeff Ramirez works for Synovus
What is Jeff Ramirez's role at the current company?
Jeff Ramirez's current role is IT Situation Manager (Major Incidents and Disaster Recovery).
What schools did Jeff Ramirez attend?
Jeff Ramirez attended University Of Puerto Rico-Bayamon.
Who are Jeff Ramirez's colleagues?
Jeff Ramirez's colleagues are Sharonica Mccoy, Angela Henson, Andrew Underwood, Sara H., Amy Niemann, Kaysie Huling, Angela Mills.
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Jeff Ramirez
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Jeff Ramirez
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