Karlo Ramirez Email & Phone Number

Monitor real time and recorded incoming/outgoing CSR calls to determine adherence to quality/agency standards. Use quality monitoring data management system to compile and track performance at team and individual level. Coach CSRs by providing feedback and support to ensure they understand policies and procedures using high quality standards. Coordinate and facilitate call calibration sessions for call center staff. Responsible for generating month end reporting displaying agency’s final… Show more Monitor real time and recorded incoming/outgoing CSR calls to determine adherence to quality/agency standards. Use quality monitoring data management system to compile and track performance at team and individual level. Coach CSRs by providing feedback and support to ensure they understand policies and procedures using high quality standards. Coordinate and facilitate call calibration sessions for call center staff. Responsible for generating month end reporting displaying agency’s final performance results. Show less

In charge of contacting past due customers to make payment arrangements of auto loan debt. Heavy skip tracing to contact hard to locate customers. Coordinated with repossession agencies to proceed with asset recovery.

Worked with customers referred to this department to review their income versus expenses to determine the best solution to their current situation by providing loan modifications, re-amortizations or voluntary surrender of vehicle in question.

Functioned as the group leader by assist Unit Managers maintain records of employee activities including time off, time sheets, work assignments, and performance objectives. Maintained active communication with Unit Manager and coworkers to develop and enhance a cohesive and supportive work unit. Attended a service line to provide support to representatives and take escalated calls from customers with issues beyond the assistance of the CSRs. Assisted other supervisors in overseas call center… Show more Functioned as the group leader by assist Unit Managers maintain records of employee activities including time off, time sheets, work assignments, and performance objectives. Maintained active communication with Unit Manager and coworkers to develop and enhance a cohesive and supportive work unit. Attended a service line to provide support to representatives and take escalated calls from customers with issues beyond the assistance of the CSRs. Assisted other supervisors in overseas call center to ensure guidelines and policies were followed. Show less

Provided excellent customer service by attending heavy inbound calls. Trained new hires in policies and procedures to ensure company guidelines.