Jose R. Ramirez Email & Phone Number

Fort Lauderdale, Florida, United States

Fort Lauderdale, Florida

• Lead projects and initiatives from inception to launch, including new product development and design, website and mobile, software implementations, and onboarding new clients • Manage and monitor project timelines to ensure deliverables are adhered to and meets client expectations• Apply proper performance improvement techniques, such as benchmarking, workflow design, process analysis and design, and migration planning to ensure clients are brought on-line in a timely and efficient manner • Act as the primary liaison between the customers and the project team• Collaborate with IT, executive management, and clients to define product strategy, business requirements and document current and desired business flow and processes • Define business requirements and conditions of acceptance with stakeholders including Development and QA• Ensure that all business solutions progress through the different phases of the initiative, and that all appropriate standards and practices are adhered to • Participate in QA, UAT, internal and external training of new products and program features• First point of contact for problem solving and troubleshooting technical and operational challenges leading up to launch and post launch• Identify procedural issues and take corrective action in developing new processes, creating SOP’s, and training staff and providers accordingly. Follow up with metrics to ensure proper implementation of SOP’s.• Identify all corporate value streams, identify them in order of criticality, and ensure that PMO is properly positioned to enable the critical value streams • Designed, facilitated, and evaluated training programs and modules, including instructional design• Implemented user reference guides as a resource tool to streamline servicing for client accounts• Coached call center employees and monitored performance to improve servicing and increase productivity

Sunrise, Fl

• Developed and executed IoT device installation and service programs supporting major accounts in the cable/ISP, security, insurance, and connected platform markets • Managed partner relationships, identification of new business opportunities, platform development, and program readiness strategies• Implemented a master strategy for assigned areas and creates action plans to improve NPS scores, claims costs, and automation initiatives• Leveraged KPI’s to identify improvement areas for targeted initiatives• Collaborated with team members to prepare detailed work plans and participated in defining scope of initiatives• Acted as Scrum Master for Product teams with a focus on guiding the teams towards improving the way they work• Assisted team to remove impediments by having an understanding the control and release processes• Assisted with internal and external communication, improved transparency, and radiated information• Assisted with prioritization and resolution of software defects• Provided second level review of prospective Service Level Agreements• Analyzed survey results and collaborated with business partners on potential program improvements• Drove improvement in service provider satisfaction levels using voice of partner research as a primary driver• Partnered with team members on presentations and reinforcement for underperforming plans• Served as a second-tier service partner advocate for escalations• Worked with Service Network Enhancement to fill depth or metric-based gaps in network coverage

Sunrise, Florida

• Responsible for the overall performance of assigned portfolio and service partnersAnalysis, Strategic Planning, and Execution• Ongoing coaching, created and administered trainings, addressed developmental opportunities, screened and developed new service partners. Drove results for key metrics with an emphasis on financial goals and customer service experience• Continuously monitored network financials, service delivery, and coverage for assigned territories • Documented strategic plans to continuously improve metrics related to territory financials and/or service delivery • Executed and monitored plans to achieve favorable business results• Regularly contacted territory service providers with the intention of promoting the business relationship• Leveraged available reporting suite and audited aggregates of claims to identify targets for improvement • Delivered regular feedback to impactful service providers• Remained abreast to the latest industry best practices• Acted as a liaison between CCHS and assigned service providers • Facilitated claim resolution and assisted with claims escalations• Evaluated Service Provider Membership Application to ensure compliance• Analyzed and promoted coverage areas which provide financial, service delivery, or coverage improvements • Established point of contact between service provider and CCHS• Solicited and shared expectations related to network membership• Prepared providers for seamless interactions with various internal business units and systems

New York, New York

• Monitored all aspects of the day-to-day store operations• Established sales goals, and devised sales forecasts and individual goals for associates• Defined strategy and business plan on a monthly basis• Coordinated inventory control, receiving, merchandising (plan-o-grams) and store maintenance• Interviewed, hired, trained, mentored, coached and evaluated performance of hourly associates• Ensured excellence in customer service and resolved all problems at the store level• Directed loss prevention initiatives and successfully reduced shrinkage

Bronx, New York

Supervised a staff of 15 employees in 5 facilities in the New York City area. Defined strategy and business plan for the Cash Department. Oversaw screening, interviewing, hiring and training of candidates. Audited daily paperwork and deposits for accuracy and compliance in all facilities. Reported all discrepancies to the Finance and Settlement departments. Provided support to any facility that needed coverage or immediate issues. Handled all maintenance of cash machines and back-up support of all facilities including Cash Applications Department.

New York, New York

Supported store manager in all aspects of his/her duties including; Daily Deposits Daily Inventory Count Opening and closing of store Met and exceeded store sales quota by providing support to sales staff in all aspects of sales presentation including closing of sales and acquiring future sales leads. Implemented store merchandising plan to meet company store presentation policy. Provided support to customers that required assistance in which customer service could not provide. Trained sales staff in meeting corporate sales policy and meeting sales expectations of monthly mystery shoppers.

Information Technology

Accounting And Business/Management