Sheila Ramos Email & Phone Number

Arizona, United States

• Handle all aspect of database/website management for a 72Sold (Real Estate Company in Arizona USA).
• Communicate with CEO and key account holders to ensure delivery of quality work.
• Promptly send emails to real estate agents and account holders to ensure accuracy of data being uploaded in the database.
• Generate leads for Active, Sold and Pending listings to ensure accurate and updated accounts receivable database.
• Coordinate/schedule listing appointments for 72Sold Real Estate agents via SMS system.

Pasig, National Capital Region, Philippines

• Assisted in the production line of herbal medicine capsules while ensuring health and safety standards are met.
• Developed process improvements for workflow efficiency.
• Communicated production updates and stock check.

Chicago, Illinois, United States

• Ensured outstanding customer service in accordance with the corporate standards for MACYS Magic selling and a more personalized approach to retail sales.
• Pro-active in managing daily and weekly sales goals, as well as new credit card applications processing for repeat patronage and developed an effective merchandising technique for maximum display effectiveness.
• Left to move back to the Philippines.

Cagayan De Oro City, Northern Mindanao, Philippines

• Initiated supervisory role for 10-20 chat agents handling Tier 1 and 2 support (CISCO-Linksys devices) for home and office networking. Areas covered are North America, APAC, Australia and New Zealand. Main role is to.
• Created specific plan of action for low performing agents based on CSAT (Customer Satisfaction) scores and ensure that targeted performance level is achieved within set goal.
• Spearheaded weekly reports to senior managers using Microsoft Excel and PowerPoint presentations to senior manager at least once a week for team performance evaluation. Ensures timely and accurate reports at all times.
• Conceptualised programs using limited resources and empowered agents and contemporaries to deliver outstanding customer support.
• Equipped to deal with different kinds of customers and situations in various platforms (phone/chat/email). Adept in using RN (RightNow) service software.
• Skilled at leading, supporting and improving team performance with 10-20 tech support agents.

Cagayan De Oro City, Northern Mindanao, Philippines

• Provided technical support for Level 2 customers and Level 2 devices (CISCO-Linksys) through inbound and outbound calls in North America, Canada and UK.
• Received escalated calls from Level 1 agents for difficult unresolved issues and customers asking for higher level support or looking for a supervisor.
• Performed troubleshooting and local area networking over the phone using Cisco-Linksys devices, routers, printservers, media servers; includes PC troubleshooting, driver and software installation.
• Created SOHO networks, VPN and file and printer sharing.

Cagayan De Oro City, Northern Mindanao, Philippines

• Provided technical support for Level 1 Cisco-Linksys devices which includes wired and wireless routers, switches and access points through inbound calls.
• Assisted subordinates with difficult calls and accept escalated calls for exceeded threshold.
• Acted as Team Captain or point-person for a group of 10 agents as a liaison between agents and supervisors.
• Managed, maintained, and kept track of agent records using CRM, RN Service and MS Excel.

Cagayan De Oro City, Northern Mindanao, Philippines

• Provided technical support to dial-up subscribers for Internet connection and networking issues through inbound and outbound calls.
• Processed and received sales from collectors and walk-in client payments.
• Prepared daily sales reports, deposits and maintained bank records.
• Updated web-based database and generated monthly sales report and billing statements.
• Provided direct support to clients with matters related to billing and collection.
• Generated business opportunities through outbound calls and emails for web-based software and network solutions.