Luis Ramirez Email & Phone Number

Dallas, Texas, United States

* Achieved Customer Solutions Level 3 due to regularly meeting or exceeding company metrics and acquiring Knowledge and experience in the SiteMinder Products and related third party products* Handled many difficult calls with demanding customers that resulted in satisfactory case resolution and excellent customer survey feedback* Trained and coached new hires to efficiently take support calls and create cases * Functioned as the SME (Subject Matter Expert) for one of the multiple SiteMinders products GE (Guest Engagement). Being the only SME for Guest Engagement for the AMER region, collaborated with multiple departments to solve difficult Guest Engagement cases* Assigned to multiple projects, including reaching out to customers to actively getting ready the accounts to migrate to the new SiteMinder Platform and handled AMER Priority Service cases* Functioned as a Senior Customer Solutions Consultant helping with the Manila region, Level 1 and billing escalations

Dallas/Fort Worth Area

• Assist Spectrum (Charter) customers in resolving various issues with specialized and personalized tech support, create work orders for service calls, and assist with billing questions.• Work across multiple departments using various proprietary tools to solve particularly difficult issues. Submit tickets to engineers when issue needs further review and set follow ups when necessary.• Achieved employee of the month within two months of Tier 3 position for having the highest metrics over 30+ coworkers. Receive bonuses every month due to high customer satisfaction scores for “first call resolution” and “dispatch rate.”

Dallas/Fort Worth Area

Assist Verizon FIOS customers in resolving various issues involving Internet connections, networks and security software. Member of one of the top rated support groups. Received Master designation for experience and performance. • Utilize GoToAssist remote support tool to take control of a user’s computer to: troubleshoot their wireless connection; set up MS Outlook, Windows Live Mail, Mac Mail; and install Verizon Internet Security Suite.• Walk customers through the procedure to connect a cable box and router, configure the PC’s network interface card, and configure wireless & USB wireless adapters.• Educate customers on how to connect to and manage wireless networks on desktops, laptops, tablets, smart phones, smart TV’s, etc.• Guide customers through the necessary steps to optimize the performance of Internet browsers including Internet Explorer, Google Chrome, Firefox, and Safari.

Bachelor’S Degree, Information Technology And Systems

Associate’S Degree, Associate Of Science