Roberta P. Ramos Email and Phone Number

• Managing client's top-tier escalations efficiently, ensuring timely resolution of customer issues and inquiries.• Communicating effectively with customers via emails, live chats and phone calls to address concerns and provide updates on escalated issues, ensuring a high level of satisfaction.• Conducting thorough audits of escalated cases to identify root causesand areas for improvement.• Collaborating with cross-functional teams to develop and implement corrective action plans based on audit findings.• Providing guidance and support to Tier 1 agents, offering expertise in problem-solving and escalation management.• Maintaining detailed documentation of escalated cases and audit results for review and analysis.• Participating in regular team meetings to discuss trends, challenges, and opportunities for improvement in the escalation process.• Acted as a liaison between Tier 1 agents and management, advocatingfor process enhancements and resource allocation as needed.Jan/24 to May/24 Position: Advisor II, Content Moderator - CopyrightEnsured content compliance by conducting comprehensive reviews of all media assets (video, audio, image, etc.) against established copyright policies and procedures. Meticulously identified and documented copyright infringement cases.Evaluated each asset to determine the necessity of flagging for further review, restriction, or warning labels. Stringently verified content against platform-specific regulations to ensure compliance. Determined and executed appropriate actions for flagged sensitive content, including removal from the platform.

• Prioritized and escalated customer issues to ensure timely resolution.• Collaborated with internal teams to analyze problems, implement solutions, and drive positive change.• Managed customer inquiries, balancing existing caseloads with new issues while ensuring prompt and effective responses.• Partnered with colleagues to ensure efficient follow-up on customer requests and inquiries.• Acted as a liaison between customers and internal teams, advocating for customer needs and facilitating clear communication.• Maintained up-to-date knowledge of product features and regulatory compliance requirements

• Efficiently triaged and resolved customer inquiries via chat and ticketing systems, escalating complex issues to specialized teams as needed.• Communicated effectively with users to gather information, provide updates, and ensure a positive support experience.• Accurately documented case details, including work history and relevant tags, to maintain comprehensive records and inform data-driven decision-making.• Analyzed support trends and identified opportunities for automation to improve efficiency and streamline processesNov/2022 to Jan/2023 - Position: Quality Assurance• Conducted quality assurance on AI-classified tickets, ensuring accurate categorization and data integrity.• Managed and analyzed data to optimize ticket routing and classification, ensuring timely resolution of customer issues.

• Investigated and triaged complex advertising issues, escalating to specialists when necessary for further analysis and resolution.• Developed a deep understanding of intricate product features and functionalities, serving as a subject matter expert within a specialized team.• Took full ownership of tasks, managing them through to completion or seamless handoff to specialized teams.• Discerned product confusion from technical bugs, devised effective solutions, and provided clear guidance to sales teams and advertisers to achieve desired outcomes.• Communicated technical information clearly and concisely to sales teams and advertisers, ensuring understanding of issue resolution, workarounds, or product limitations. Partnered effectively with specialists to resolve complex technical problems and product-related confusion.• Prioritized delivering a high-quality customer experience, advocating for user needs and providing prompt and effective support for advertising-related concerns.• Mentored team members, sharing knowledge and expertise to enhance team performance and capability.

• Developed and nurtured strong customer relationships, understanding their unique needs and providing personalized guidance throughout their interactions.• Delivered prompt and professional support via email and phone, ensuring customer satisfaction and resolving inquiries effectively.• Analyzed user behaviour and feedback to identify areas for improvement and implement solutions to enhance the overall customer experience.• Assisted customers with product design, website navigation, and understanding new features to maximize their satisfaction.• Processed returns, cancellations, replacements, promotional offers, and order updates efficiently and accurately.• Collaborated with internal teams to gather feedback, share insights, and advocate for customer needs, contributing to continuous improvement of support processes and overall user experience.• Maintained up-to-date knowledge of product features and improvements to provide accurate and relevant information to customers.

• Accurately managed reservations, adhering to rate management and selling guidelines to maximize occupancy and revenue.• Maintained detailed records of cash transactions and guest valuables, ensuring company and guest property security.• Assisted with reservation coordination and other administrative tasks as needed, demonstrating flexibility and a willingness to take on additional responsibilities.

• Ensured exceptional guest experiences by maintaining service station standards per company expectations.• Acted as a liaison between guests and the Head Waiter, promptly addressing and resolving service-related concerns.• Prioritized guest satisfaction, providing personalized attention to individuals with special needs or dietary requirements.• Adhered strictly to company policies, procedures, manuals, and directives to maintain operational excellence.

• Managed key distribution, explained hostel rules and regulations, and provided comprehensive tours of the facilities to ensure guest comfort and safety.• Responded to guest queries and concerns promptly and professionally, resolving issues to ensure a positive stay experience.• Handled incoming phone calls in a friendly and helpful manner, directing inquiries and providing information as needed.

• Provided friendly and efficient customer service, serving food and beverages with attention to detail.• Proactively identified upselling opportunities, contributing to increased revenue.• Anticipated customer needs and preferences, ensuring a personalized and positive experience.• Adhered to all food safety and hygiene regulations, maintaining a clean and safe work environment.• Consistently followed established procedures to ensure smooth operations and efficient service.

• Account management/ client portfolio for multiple clients, requiring ongoing legal research, risk assessment, legal advice and timely response to disputes when required.• Preparation for court proceedings, attendance and client representation, including researching and gathering evidence for cases.• Administrative duties, drawing up and issuing legal documents and petitions and supervising agreements with disputes and resolutions.• Office lead in terms of Quality Assurance analysis, process with legal compliance and client success criteria/ service level ratings.• Liaising sponsor for overseeing and supporting law student interns.