Ricardo Claros Email & Phone Number

Richmond, CA, US

San Francisco Bay Area

• Led onboarding processes for community members, ensuring seamless integration into the Hivemapper ecosystem.
• Assisted users in maximizing engagement by helping them leverage platform features, increasing overall satisfaction.
• Gathered and analyzed user feedback to identify areas for improvement, contributing to the enhancement of support resources and a more user-friendly experience.*

• Collaborated with installers and electricians to ensure optimal setup and programming of smart home devices.
• Trained customers and technical teams on software updates and advanced features, improving user experience and product understanding.

• Developed a customer retention matrix, resulting in a 25% increase in retention rates.
• Implemented an auto-answer feature tied to phone performance and KPIs, improving agent response rates.
• Monitored third-party vendor budgets and automated workflows to alert CSMs at budget thresholds, enhancing cost control.

San Francisco Bay Area

• Developed a customer retention matrix, resulting in a 25% increase in retention rates.
• Established a partnership with a third-party towing service, reducing operational costs by 37%.
• Streamlined customer appointment scheduling by creating a standard operating procedure, reducing drop-off rates.
• Developed and implemented a Q&A program, improving operational efficiency across the department.

San Francisco Bay Area

• Directed and oversaw 1 of 2 customer support teams
• Created and maintained a quality assurance program
• Participated in ongoing training to enhance own job skills and knowledge
• Collaborated with department leaders to establish organizational goals, strategic plans, and objectives

San Francisco Bay Area

• Represented management by interacting with other department agents to help improve the customer journey from purchase to delivery
• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
• Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
• Assisted with mentoring new employees during and after training

San Francisco Bay Area

• Addressed customers courteously using suitable methods and problem-solving skills
• Responded to telephone inquiries and complaints following standard operating procedures
• Followed up with customers regarding product functionality and overall satisfaction

San Francisco Bay Area

- Evaluating customer’s vehicles and providing them with accurate vehicle valuations - Providing customers smooth and easy test drive and delivery appointments- Facilitating the purchase and sale of vehicles by becoming an expert on DMV paperwork- Solving problems by working hand in hand with internal Sales, Financing, and Field Support Reps- Making.

South San Francisco

San Francisco Bay Area

3400 Broadway, Oakland, Ca 94611

-Helped manage events and tournaments-Created summaries of different exhibits (Games, consoles, etc) -Set up the exhibits and opening procedures -Helped manage revenue

Front End Developer Course, Front End Engineering

Activities and Societies: HTML Java Jquery

Mechanical Engineering

Intro to C++ and basic terminal language for executing various functions. AutoCAD introduction to building models based on specifications.