Jeff Ramirez Email & Phone Number

Woodstock, GA, US

Atlanta, 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.
• Prepared and presented weekly operations dashboard and discussed trending for strategic KPIs affecting Problem Management, Incident Management and Change Management.

Greater 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.
• Expanded NOC scope to support network… Show more
• Expanded NOC scope to support network communication and SW support for AMR, AMI, Leak Detection and Pressure sensors on IoT devices. Show less

Cartersville, 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
• 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)..

Kennesaw, 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.

Alpharetta, 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%

Duluth, 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.

London, 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
• 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

Norcross, 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.
• 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
• 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.

Norcross, 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.

Norcross, 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.

Supervise 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.

Tier 1 and 2 Support, claims and troubleshooting for computers, laptops, printers and consumer electronics.Company previously named Warranty Corporation of America.

Manage office contracts, billing, scheduling of recording services with independent contractors.