Juan Ramos Email & Phone Number

Cali, Co

Cali, Valle Del Cauca, Colombia

-Lead a cross-functional team to deliver innovative, user-centric products in alignment with business objectives.-Defined product vision and roadmap through comprehensive market research, customer feedback, and data analysis.-Utilized Agile methodologies to oversee the product lifecycle from ideation to launch, ensuring on-time delivery.-Collaborated with UX/UI designers to create user-friendly interfaces, conducted usability testing, and analyzed key metrics to inform product iterations.-Successfully implemented go-to-market strategies, focusing on product positioning, pricing, and adoption, leading to a 20% increase in product engagement within the first quarter.-Acted as the voice of the customer, ensuring consistent alignment between customer needs and product features.

Cali, Valle Del Cauca, Colombia

-Managed product backlogs, prioritized features based on business value, and coordinated with engineering and design teams.-Assisted in the execution of go-to-market strategies that resulted in a 15% growth in customer base.-Monitored product KPIs and used A/B testing to assess feature performance and user engagement.-Conducted market research to identify trends and user pain points, resulting in the development of new product features that improved customer satisfaction.

Cali, Valle Del Cauca, Colombia

-Delivered high-quality support for eBay's e-commerce platform, providing solutions in both English and Spanish.-Utilized CRM tools to track, resolve, and document cases with a 95% first-call resolution rate, improving overall customer satisfaction.-Implemented strategies to reduce response time by 15%, contributing to higher customer retention.-Consistently exceeded performance KPIs related to customer satisfaction, issue resolution, and response time.

Cali, Valle Del Cauca, Colombia

-Promoted to manage fraud and dispute cases for ADP financial products, with a focus on investigating fraudulent activities and resolving disputes in a timely manner.-Led a team in supervising client resolution, ensuring 100% accuracy in case handling and closing.-Enhanced fraud detection strategies, reducing false claims by 20% and improving customer trust.-Conducted outbound communication to gather essential information for resolving cases, improving dispute closure times by 25%.

Cali, Valle Del Cauca, Colombia

-Provided customer service for ADP, handling inbound calls related to bank account inquiries in both English and Spanish.-Opened and managed cases using internal software, consistently achieving top performance metrics in KPIs.-Delivered exceptional customer service, maintaining a 90% customer satisfaction rate through efficient resolution of banking inquiries.

Scranton, Pennsylvania, Estados Unidos

-Supervised a group of children in daily activities, promoting teamwork, leadership, and personal development.-Designed and led educational and recreational programs, improving campers’ confidence and social skills.

Cali, Valle Del Cauca, Colombia

-Managed customer inquiries regarding banking products and services, consistently achieving a 95% customer satisfaction rate.-Assisted clients with account-related issues, promoting additional services and contributing to a 10% increase in service sales.-Processed transactions, maintained records, and ensured compliance with banking regulations.

Banking And International Finance, Economics, Bachelor´S Degree

Technician In Advisory And Operations In Financial Institutions, Economics, Associate´S Degree