Ramon Cota Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

Chicago, Il

While establishing trusting relationships with a customer base primarily composed of lawyers, paralegals, corporate counsel and entrepreneurs, I would research and analyze corporate legal documents, such as formations, mergers and conversions. I'd also provide technical assistance in navigating our proprietary web services, such as tax filings and corporate entity management.

Chicago, Il

Handled escalated and sensitive customer calls.Manually reviewed suspicious transactions for potential fraud.Provided on-the-spot training and guidance to Customer Service Representatives.Frequently created and led training sessions.

Chicago, Il

Worked with merchants to address violations of service agreements and contracts.Analyzed ticketing data to find problematic deals and worked with merchants to identify and address root causes.Worked closely with our Risk Management and Editorial departments to correct discrepancies or errors on merchant deals.

Chicago

Working with merchants to address misunderstanding or violations of our sales contract.Acting as an adocate for customers in disagreements or extreme customer experiences.

Chicago, Il

Primarily duties, such as grocery stocking, cashieringResponsible for ordering across several departments, including dry goods, perishable items, and the beer, wine and alcohol section. This required forecasting of volumes as well as constant inventory oversight.Led a crew of 20 co-workers during closing and opening shifts.Received and ensured accuracy of shipments.

Wood Dale, Il

Organized and led “SWAT” efforts for large scale IT system outages according to the ITIL Problem Management guidelines.Coordinated on-call technical support teams to troubleshoot and resolve system issues occurring across the globe in real time.Documentation of root cause investigations to be reviewed by senior management.Coordinated small project teams to implement long-term system fixes.Provided 24x7 on-call availability.

Wood Dale, Il

Responsible for creation and maintenance of documentation for a technical support Help Desk.Interviewed support teams to gather overviews and troubleshooting of individual systems.Maintained a central support documentation “Knowledgebase”.Created and generated regular reporting of Phone and Trouble ticket reports, using Excel and Access.Regularly traveled to Buffalo, NY and Vancouver, BC to train new Help Desk staff.

Prospect Heights, Il

Responsible for creation and maintenance of documentation for a technical support Help Desk.Interviewed support teams to gather overviews and troubleshooting of individual systems.Maintained a central support documentation “Knowledgebase”.Created and generated regular reporting of Phone and Trouble ticket reports, using Excel and Access.Regularly traveled to Buffalo, NY and Vancouver, BC to train new Help Desk staff.

San Jose, Ca

Worked with my former AVP from Household/HSBC to start a Help Desk from scratch.Created an incident tracking system in MS Access.Established monitoring and reporting of client web server uptimes on Sun Hardware, using Solaris 7.Handled client concerns ranging from issues with Accounts Payable Oracle databases, to CEOs reporting problems with web server performance.

Salinas, California Area

Received inbound phone calls for a corporate Help Desk while adhering to call time and volume standards.Duties primarily focused on troubleshooting technical issues ranging from password resets to enterprise-wide system outages.

Salinas, California Area

Negotiated with customers who were considering closing their accounts, in an effort to retain their business.Made outbound calls to customers to solicit them in consolidating outstanding debts.Worked on commission, leveraging my customer service and sales skills.

Salinas, California Area

Negotiated with customers who were considering closing their accounts, in an effort to retain their business.Made outbound calls to customers to solicit them in consolidating outstanding debts.Worked on commission, leveraging my customer service and sales skills.

Salinas, California Area

Provided customer service for Visa/Mastercard consumer accounts via phone and email.Also handled retail credit card accounts, such as Best Buy, Menards and Furniture City

Computer Science

Education record

Diploma