Ramsys Terrero Email & Phone Number

Atlanta, Georgia, United States

Account manager of a couple of hundred counts, rated on monthly renewals. Addressing immediate issues through tickets, emails, SMS, and phone calls. Customer retention focused with a demonstrated ability in empathy, discovery, providing value, and delivering solutions for escalated issues. Years of experience in multitasking within customer service, leading to high CSAT ratings through methods of acknowledgment, direct communication, and effective resolution.♣ Building and maintaining strong relationships with clients, understanding their needs, and addressing any issues or concerns. Provide smooth onboarding and a familiar voice to give a sense of family for each account.♣ Monitoring and analyzing customer feedback and performance metrics to improve the client experience.♣ Working with clients to develop strategies that align with their goals and objectives, often involving upselling or cross-selling opportunities such as plans, areas of service or addition work categories.

Atlanta, Georgia, United States

- Successfully managed a team of 20 Agents, ensuring high performance and productivity.- Led and developed a high-performance team by mentoring processors and specialists, acting as a coach and mentor to staff, developing Tier 2 and Team leads. - Facilitated regular 1-on-1 meetings to direct goal development and track progress.- Conducted performance appraisals, provided input for hiring, promotions, and staff reviews.- Handled and resolved critical issues, providing assistance and mentorship as necessary.- Managed call lists, prepared and analyzed data to make program changes designed to achieve client goals.- Reconciled time card records for non-exempt employees, monitored and approved vacation and time-off requests.- Maintained strong customer service domain experience, promoting a positive work environment to enhance employee engagement, satisfaction, and retention.- Engaged in positive relationships with clients to understand and support client goals, working with the business’s clearing firm to resolve service issues.- Implemented departmental policy and procedure changes with associates, ensuring they were communicated and followed.- Led department projects and set priorities, running day-to-day workflow to meet department service levels.- Provided training to customer service teams, communicated department changes, and developed both internal and external communications.- Experienced in MS Office applications, with an emphasis on creation, design, and maintenance of spreadsheets. To make them more accessible to the client and upper management.- Contributed to budget/expense management and recommended solutions for improving overall contact center financial performance.- Evaluated and delivered performance appraisals, ensuring the efficiency and overall accuracy of performance metrics.- Provided objective feedback related to team development and training needs.- Thought independently, offering suggestions and solutions for team improvement.

Atlanta, Ga

Directed up to three Supervisors and 100 Customer Service Representatives in a large call center environment. Charged with aligning operations with strategic objectives and goals while driving continuous improvement efforts for internal and external customers. Led staff training and ongoing development. ➣ Earned commendation for the team consistently meeting and exceeding monthly targets and KPIs.➣ Evaluated individual staff performance and led comprehensive quarterly and annual reviews, utilizing Key Performance Indicators (KPIs), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) metrics.➣ Confirmed strict adherence to internal policies, procedures, and service level agreements (SLAs), offering recommendations for continuous improvement. ➣ Managed vendor relationships, such as United Health Care, ensuring they met expected SLAs. ➣ Collaborated with management to establish and monitor internal and external (vendor) SLAs and metrics, working closely with vendors to drive necessary improvements.➣ Maintained staff schedules and recorded daily workflow activities, ensuring scheduled adherence through the company's Workforce Management software to support a healthy work-life balance. ➣ Teamed up with the helpdesk to address and promptly resolve various technical issues.➣ Facilitated timely communication between the team, leadership, and internal partners, covering policy and procedure changes, issue resolution, market updates, and marketing initiatives.➣ Prepared and presented root cause findings from audits and operational issues to find creative solutions.➣ Addressed procedural problems, calls, and escalations from frontline call center and processing team members, ensuring swift and accurate resolution of issues.

Mcdonough, Ga

Directed up to 30 agents in a fast-paced, dynamic call center environment. Provided staff strategic direction, guidance, and support to facilitate a collaborative, fun, team-focused environment. Fostered a customer-centric culture within the team, emphasizing empathy, understanding, and professionalism.➣ Monitored and evaluated individual and team performance through key performance indicators (KPIs); implemented performance improvement plans as needed.➣ Conducted comprehensive training sessions for new and existing employees, identifying individual skill gaps and implementing customized development plans.➣ Implemented and oversaw quality assurance programs to maintain high service standards.➣ Conducted regular audits of calls for adherence to scripts and quality guidelines.➣ Worked with team members to resolve challenging customer situations; handled service escalations by providing creative solutions and resolving promptly and professionally.➣ Generated and analyzed detailed daily reports on individual and team performance.➣ Leveraged data to identify trends, improvement areas, and efficiency opportunities.➣ Identified and implemented improvements in technology to enhance operations and team efficiency.➣ Fostered and encouraged open communication within the team and across departments.

Queens, Ny

Served as the “right hand” to the General Manager in leading day-to-day operations of a family-owned Dominican cuisine restaurant. Supervised 15 full-time and part-time staff while leading hiring, training, development, and performance management. Developed and oversaw weekly staff schedules, maintaining proper staffing levels.➣ Managed inventory levels and ordered supplies to maintain optimal stock.➣ Establish trusted relationships with vendors and suppliers to ensure timely and cost-effective delivery.Developed and maintained budgets, including forecasting and cost control.➣ Tracked financial performance, analyzed variances, and implemented corrective actions.➣ Implemented and enforced standard operating procedures to ensure consistency and service levels. ➣ Ensured strict compliance with food safety and quality standards; surveyed kitchen and service areas to maintain cleanliness and hygiene.➣ Addressed employee questions and concerns, fostering a positive work environment.➣ Assessed employees to ensure that performance expectations are consistently met.➣ Provided constructive feedback to employees based on observations of service behaviors.➣ Communicated any issues regarding food quality and service levels to the Chef and General Manager.