Kasandra Ramirez 🍒 Email & Phone Number

Apache Junction, Az, Us

Mesa, Arizona, United States

• Assisted in launching new offshore vendor in Clark, Philippines. • Helped improve the following KPI metrics: -Dialer Penetration (73% to 94%) -Auto Pay Sign-up Rate (4.35% to 10.12%) -Welcome Call Completion % (66% to 76.60%) -Percent Productive (66% to 78%) -Allotted Hours (77% to 118%) -Increase Conversion Rates (55% to 67%) -Increase Monthly Vendor Audit results (85% to 98%) -Decrease Major Quality Assurance deductions (8% to under 5%) -Decrease customer escalations to customer relations by 56%.• Conduct three weekly calibrations with offshore leaders to improve call quality and identify upskilling opportunities. • Participate in strategy meetings to discuss monthly metrics and action plans.• Currently in management program (Learn, Engage, Apply, Perform).

Mesa, Arizona, United States

• Presented Monthly Business Reviews to Senior leadership on KPI's, staffing, alerts, and overall achievements.• Implemented new manager curriculum to assist with external/internal onboarding process. • Implemented transition training for agents transition from early-stage delinquency to late state delinquency. • Participated in the implementation of the Clear Repo process.• Assisted in CSO (Contact Strategy Optimization) handling delinquent accounts from 1-120 days past due (1 call for contact). Increase in penetration rates and cash collected. • Involved in auto modification pilot team. • MOM Top Performing team amongst team members in Texas. -Achieved over 105% target MOM on cash collected • Recognized as Sr. Manager of the year in 2019 and 2021 based on team performance and agent nominations. • Lead 4 Collection Managers within the 1-120 days delinquent buckets. • Involved in auto mod pilot team.• Participates in MOM goal setting meetings with internal analytics team.• Participated in weekly call calibrations with Senior leadership, revamp call expectations and quality assurance expectations.

Mesa, Az

• Conducted weekly call calibration with my team to increase cash collected and negotiation skills. • Assisted with execution of inbound/outbound dialer.• Recognized for being in top 3 MOM on cash collected, promise to pay, set rates and achieving over 100% set targets. • Career development of team members to promote to Sr. Advisor Role (management). • Participated in Train the trainer program. • Assisted in recruitment and job placement both internal/external. • Promoted to Sr. Collection manager based on team performance, leadership skills and ability to implement change.

Mesa, Az

• Client relationships with offshore partners to create a seamless and unified partnership. Assist with client training, updates on policies/procedure changes, maintain relationships between businesses, negotiate contracts, and create client standards. • Helped improved our offshore KPI metrics and Service Levels to be aligned with state side teams. -Improved after call wrap from 1 minute to under 45 seconds. -Improved talk times from over 5.5 minutes to 4.5 minutes. -Improved agent behaviors (exceeding break/lunch times, meeting times, and overall agent productivity). • Assisted in recruitment and job placement both internal/external.• Assisted in implementing the first bonus incentive for Customer Service onshore/offshore.

Mesa, Arizona

• Collaboration with customers, internal legal department, Better Business Bureau, State Attorney Generals, CFPB and customer legal representation. • Created Standard Operating Procedures on how to handle items such as: Subpoenas, small claim, CFPB Complaints, CEO escalations, litigation requests, etc. • Established manual tracking system to track total # of complaints, complaint reason, resolution/outcomes, and monetary results. The results would be shared with legal team and senior leadership team to discuss action plan for improvement.• Successfully grew the team from 4 Customer Relations Specialist & 2 managers to 8 managers and 20 Customer Relations Specialist.

Mesa, Arizona

• Maintained Service Levels of 80% or higher MOM. • Assisted in improving service levels from mid 80's to 90% or above MOM. • Assisted agents with career development from CS representative to Loan Advisor or Sr. Loan Advisor (management role) depending on agent goals.• Managed quality control department.• Contest proposal and budget approval.• Promoted to Customer Relations Manager due to performance and previous experience in Customer Relations.

• Quality Assurance scores consistently above 95% or higher. • Took on stretched assignments for our Dispute resolution team (assisting with escalated calls, customer complaints, small claims, subpoenas, Attorney General complaints & BBB complaints).• Promoted to Customer Service Manager due to top performance & leadership skills.

Mesa, Az

• Assisted customers via chat and over the phone with online orders made through apple.com. • Top performer in customer service surveys. • Assisted in training new hires. • Assisted team manager with reports, training of new hire classes and escalated chats. • Escalated issues with third party shipping vendors.

Bachelor'S Degree, Justice Studies

Associate'S Degree, General Studies

2 year scholarship

High School Diploma

Activities and Societies: Varsity Soccer Graduated a semester early GPA >3.5 Took college courses while in High School