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 supervise and monitor agent performance, manage clients asking for supervisor or higher level support, at the same time ensure SLAs (Service Level Agreements) and ABRs (Abandonment Rate) are met above and beyond target.• 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 using industry standard tools. • 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.• Received recognition as a leader of a top performing team. • Good team player and can easily adapt to different people, working environment and changing work schedule.• Conducted technical interviews for new applicants as part of the screening process in support of the HR team.

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.