Richard Ramirez Email & Phone Number

Brandon, Florida, United States

* Collaborated with the Supply Chain and directed Order Management which focused on availability, arrivals and back ordered inventory for premium purchases.* Accomplished a success rate of 10% or better for deliveries with 100% customer satisfaction, by overseeing delivery management from the beginning to end. This included VIP inspection for redeliveries due to damage, manufacturing flaws and customer perception.* Directed the invoicing of deliveries, exchanges and returns.

Tampa, Florida, United States

* Planned, coordinated, directed, and lead the operations of all Online Customer Service.* Provided administrative direction and support for daily operational activities of the call center.* Collaborated with decision makers across departments to identify, recommend, develop, implement,and support cost-effective technology solutions for all aspects of the organization.* Implemented policies, procedures, and best practices.* Recommended strategies in the areas of responsibility.* Directed team members to meet area goals and audited regularly to ensure adherence to standardoperating procedures.* Managed employee performance through coaching, mentoring, and performance reviews.* Planned and implemented employee training and skill development activities.* Communicated company and department objectives and goals, facilitating employee growth throughweekly team meetings and individual coaching.* Championed Company Values in the performance of all job functions.

Tampa, Florida, United States

* Provided guidance, coaching, and support to Customer Service Supervisors, assisting with challenging situations and escalated issues.* Delivered feedback, training, and support through team meetings and one-on-one sessions to develop skills, build confidence, and empower effective decision-making.* Communicated professionally with Senior Leadership and reviewed daily Key Performance Indicators (KPIs).* Analyzed information and evaluated results to optimize customer service and satisfaction, aiming for customer retention.* Regularly analyzed phone reports to ensure team and individual requirements were met, identifying root causes of successes and failures.* Achieved Department Goals by monitoring and measuring adherence to process guidelines.* Developed strategies for achieving targeted goals and driving continuous improvement.

Tampa, Florida, United States

Championed over 25 years in a high-volume UPS call center.* Managed Domestic Customer Service, International Preferred Skill, Proactive Response, Apple/Customized Back Office, and Preferred Customer Phones/Preferred Customer Back Office groups.* Performed outsourced customer relations management for UPS. Directly supervised the daily performance of 10 Team Managers.* Supervised teams to monitor call quality and optimize employee performance.* Provided continual coaching and actionable, real-time feedback to improve performance and ensuredaily staffing requirements are met.* Provided recurrent training in areas of quality improvement, redesigned action plans for seniormanagement and the client, cultivated performance counseling, appraisals and collaborated with Workforce Management to meet business needs.* Developed a candidate pipeline to recruit and hire agents and staff members.* Spearheaded training and implemented client preferred skills in the Philippines.

Business Administration And Management, General

Business Administration And Management, General