Sara Ramirez Email & Phone Number

Houston, Tx

- Review completed service calls to ensure calls are being managed and run accurately and provide coaching as necessary to improve performance. - Plan and direct actions in response to internal and external requests and notifications to support ATM performance and end user service needs. - Effectively manage escalated and complex hardware and software issues and open service calls, collaborating with internal groups as needed. - Act as intermediate escalation point for service calls assigned to providers to resolution in accordance to the master service agreement and company KPIs. - Take actions to solve root cause issues to restore ATMs to optimal uptime. - Liaison with complex customer issues as needed to maintain the business partnership and mitigate escalations from internal parties. - Organize and Document the Team’s recommendations to underpin efficiency within the team and/or cross functional departments. - Provide support and technical training to internal and external parties on the operation and maintenance of company’s operational hardware and software solutions. - Assist in data integrity upkeep related to Vendor information in all systems, both internal and external. - Work cross-functionally with internal business units to resolve access related issues. Collaborate with Continuous Improvement team on Technical Support Team initiatives. - Assist other team members and perform other duties as assigned from time to time.

Houston, Texas, United States

Houston, Texas Area

Responsible for monitoring and performing re-certifications and deactivation based on the guidelines provided by the Houston Galveston Area Council.Assists in the preparation of a variety of written reports through writing, editing and formatting as needed. Troubleshoots issues pertaining to re-certifications and deactivations. Responds to general and specific technical information request generated through mail and telephone contact. Prepares written reports at the direction of the supervisor. Attends meetings relevant to nature of work as needed. Performs special projects. Prioritizes assignments. Performs other job-related duties as assigned.

Houston, Texas Area

Leadership qualities, including relationship building, meeting facilitation, time management, organizational skills and ability to influence othersContributed in daily vendor team meeting to review prior day metric results and determine strategies to address any gaps in performance.Identify real and potential internal process problems; provide alternative solutions to mitigate risk and improve performance.Communicate and interact with other departments, branches and vendor teams to assist with error resolution and information exchange.Directly manage all human resource processes for all direct reports, including appraisals, disciplinary actions, individual development plan, career development, training, interviews, incentive payouts and calculations, etc.Assisted with implementing new monitor system by testing system changes, conducting training sessions and working with other departments to ensure consistency throughout organization.Created new SOP to set a guideline for employee's work processes, implemented employee metrics, and was able to roll out both into an employee coaching process and PIP. (performance improvement plan) The following year there was only one turnover and five promotions to other departments within the company.Responsible for the Call Center's Business Continuity Plan by duplicating jobs at our second call center in two other cities.

Houston, Texas Area

Manage large ATM projects including cash, armored vendor, and service vendor projects.Facilitate development of project plans and manage them from inception to completion.Scheduling regular meetings and recording decisions.Communicate pertinent information between management and staff.Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.Responsible for the Call Center's Business Continuity Plan. Identified the risks, plan out processes during a BCP event, test and finally train. We had an alternate office to send volunteers to relive some impact on the business.Point of contact for Cardtronics Mexico office. Establish and maintain healthy relationships with the Mexico office by conducting regular status and feedback calls.

Houston, Texas Area

Using logic and reasoning to identify the chronic problems and provide alternative solutions, conclusions or approaches to ATM problems. Analyzed and presented The Bad Actor Report (National & Bank Branded) to upper management and Financial Services.Continually evaluates escalation performance metrics.Recommend swaps and repairs necessary to maintain the portfolio above up time goalBuilds and monitor action plans to remediate risk to the bank.Manage components of large programs under the general direction of the program manager.As a Subject Matter Expert was involved in any Six Sigma – Kaizen projects that includes two of our vendors (NCR & Garda) to stream line our process. We will eventually implement this process to other vendors.

Houston, Texas Area

Responsible to oversee fulfillment duties of two supervisors.Monitoring of individual performance tracking data and provides input for Individual Development Plans.Oversee and ensure conflict resolution between associates and customers.Ensure that all employees follow the company’s best practices for call center management and operationsCreated a new job to review chronic down ATMs and provided preventative and permanent resolution.Manages day to day activities related to traffic and scheduling within the call center/customer services operation.Analyzed Band Branded ATMs and report findings to those banks and service vendors.One major project was to convert from one monitoring system to another (Gasper to EiManager) to better monitor the ATMs.Met company goal, 99% availability overallPoint of contact for Cardtronics Mexico office by establishing and maintaining healthy relationships with the Mexico office by conducting regular status and feedback calls.

Houston, Texas Area

Identifies, manages and records escalations trends. Reports and presents potential process improvements to management.Serves as a the first point of contact for general inquiries from our armored vendors such as cash load amounts, confirmation of settlement, and service issues.One on one training new employeesAnalyzed long term inactive terminals with our sponsor bank and engage the Program Managers to resolve problem.Analyzed the Audit report which identified terminals that were not cash loaded or had a complete settlement from prior days.

Houston, Texas Area

Create detailed call logs and records of service call requestsLogged changes in technician, dispatch time or routes into record systemIdentify, research, and resolve customer issuesI was assigned to train new employees

Houston, Texas Area

Converted all calls from the Houston call center to Honolulu and trained employees in monitoring system.Held training classes in Hawaii to help bring our call center metrics to a level which we considered above average.Monitor email inbox for activation, suspensions, or disconnects for GTE (Verizon).Primary management contact for Customer Service when the CS Supervisor was not available.

Houston, Texas Area

Answered inbound customer service questions about product functionality, pricing, billing, and generally advise on company information.Received orders for activation, suspensions, or disconnects for GTE (Verizon) and entered the request into GTE's system.Promoted to the repair department where I kept in close contact with the ILEC by reporting service issues through resolution.