Juan Sebastian Ramirez Email & Phone Number

Detroit, Michigan, Us

As Senior Director of Customer Experience at InvestNext, I lead the transformation of customer-facing operations by leveraging technology, data, and innovative strategies to deliver seamless and impactful customer journeys. I oversee the Customer Success, Support, and Onboarding departments, driving initiatives that enhance satisfaction, reduce churn, and maximize customer lifetime value.My focus is on implementing AI-driven solutions, optimizing workflows, and scaling high-performing teams to meet the evolving needs of our customers. Collaborating with cross-functional teams, I ensure alignment across sales, product, and engineering to deliver exceptional results. With a passion for operational excellence and measurable outcomes, I strive to build scalable systems that support sustainable growth and elevate the customer experience.

Detroit, Michigan, Us

Englewood, Colorado, Us

Led the Forte Customer Service and Technical Support teams. Launched robust support strategies with high customer satisfaction outcomes. Skilled negotiator known for reducing overall contacts, empowering call agents to satisfy customers without escalation, and accessing/allocating resources that create win-win scenarios. Direct outsourced and in-house support models for existing and startup 24x7 call centers internationally. Use intuitive and practical processes to enhance customer understanding and technology use for telephone, email, chat, social media, and web support. Some of my key contributions to this role include the following:► Launched the international expansion of the Support departments.► Responsible for working cross-functionally to migrate to our new telephony system, Genesys.

Santa Barbara, California, Us

As Director of Value-Added Services with AppFolio, I administered two business lines. Handled all aspects of sales, revenue performance, operations, and product development. Consistently employed depth of Operations, Risk, Product and Analytic skills, along with close collaboration across Workforce Planning and Finance. Managed a team of over 100 with increasing responsibilities and influence across numerous divisions. Some of my key contributions to this role include the following:► I oversaw two value-added services, growing each line of service by 35% each year.► Function leveraged depth of Operations, Risk, Product and Analytic skills, along with close collaboration across Workforce Planning and Finance.► Grew value-added services team from 75 to 100+ employees.

Santa Barbara, California, Us

As Senior Contact Center & Customer Experience Manager for AppFolio, I formulated the company vision and tactics, in addition to hiring top talent and overseeing all business functions. I steered all facets of the customer service and experience, training, and onboarding departmental units. I scaled the contact center group through close cooperation with the sales, finance, marketing, and customer success divisions. I supported the service offering by locating and constructing various services, tools, and procedures. I built four management groups and supervised 75 workers across Santa Barbara, California, and Dallas, Texas.Some of my key contributions to this role include the following:► I maintained 100% month-over-month development and reached revenue line objectives by scaling the business.► I grew the value-added services team to 75 employees within two years.► I conceptualized, generated, and introduced customer Alpha and Beta product development.► I was promoted to the position of Director of Value-Added Services.

Winnipeg, Manitoba, Ca

As Operations Manager with 24-7 Intouch, I surpassed key performance indicator (KPI) metrics objectives daily due to construction and direction of a nine-member group of supervision professionals, each overseeing 15 to 20 employees. I administered all day-to-day business operations and functions of a 300-seat office. I assisted colleagues in making tactical choices and executing programs through evaluation of performance processes and site tendencies. I formed and built mutually beneficial connections with the vendor management team of the client. I operated in direct cooperation with members of the training, human resources, and senior leadership teams and departments spanning multiple office sites.Some of my key contributions to this role include the following:► I managed a team to attain a customer-service satisfaction score of 98%.► I relocated from the Denver office site to the new Dallas Netflix vendor office site, stewarding this from its inception.