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.
• 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.

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.

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.
• 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..
• 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.
• 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