Teresa A. Ramirez Email & Phone Number

Portland, OR, US

• Cross-Functional Project Management and Stakeholder Engagement: Managed CRM development and reporting with Jira, aligning with CX leadership and cross-functional teams to deliver data-backed insights and reduce support.
• Department Restructuring: Overhauled structure using SWOT analysis, defined role expectations, and established SOPs. Implemented 1:1 coaching, boosting agent productivity and customer satisfaction.
• CRM Development and Automation: Managed the upgrading Zendesk to a messaging platform with a chatbot, reducing resolution time. Collaborated on a web portal design, increasing customer sign-ups and engagement.
• Customer Advocacy/Insights: Conducted journey mapping and generated insights using Jira and other tools. Tracked and communicated customer data to drive experience improvements and decrease support tickets.

Portland, Oregon Metropolitan Area

• Communication and Influence: Effectively communicated objectives and strategies to team members and stakeholders, enhancing decision-making and alignment and increasing stakeholder satisfaction.
• Employee Coaching: Provided targeted coaching and mentoring to align employee development goals with business objectives, improving employee satisfaction and skill development.
• Culture of Excellence: Fostered a continuous learning and collaborative environment through consistent mentorship, boosting team productivity and employee retention.
• Project Management: Led multiple projects to successful completion on time and within budget.

Portland, Oregon Metropolitan Area

• Remote Omnichannel Agent: Ensured metric adherence (Chat/Email SLA targets, 95%+ CSAT) and maintained availability in Zendesk and Slack during shifts.
• Technology Utilization: Leveraged Confluence, Google Suite, Jira, Zendesk, Fullstory, Mixpanel, and Slack to track and improve client interactions from initial contact to post-use support.

Greater San Diego Area

• Customer Experience Leadership & Business Management: Led all aspects of business management including project management, sales, marketing, accounting, and client retention. Developed and enhanced brand presence.
• Innovative Crisis Management: Demonstrated creative problem-solving skills during two COVID-19 state closures by introducing telehealth sessions. Successfully retained clients and maintained healthy monthly sales.

Newport Beach, California, United States

• Sales Performance Enhancement: Motivated and inspired sales staff to consistently exceed regional sales goals, utilizing company sales tracking tools for daily, monthly, and quarterly performance, reported to district.
• Team Development: Coached and developed team members through company cultural platforms, ensuring alignment with core values to foster a customer-centric environment.
• Operational Excellence: Managed all store operations, including inventory receiving and merchandising, ensuring tasks were completed efficiently and within set deadlines to enhance the customer shopping experience.
• Key Holder Responsibilities: Oversaw store opening/closing, executed proper cash handling procedures, addressed customer escalations, and assisted the store manager with projects, store reporting, and managerial tasks.

Irvine, California

• Customer Interaction Management: Handled high call volumes, providing exceptional front-facing customer service for wellness clinic clients during check-in and check-out processes.
• Service Schedule Optimization: Oversaw employee scheduling to ensure maximum service hours utilization while adhering to work parameters.
• Sales and Performance Metrics: Promoted gift cards, skincare products, and monthly membership plans, managed suspended accounts, and addressed customer escalations to drive sales and meet KPIs.

San Francisco Bay Area

• Client Management: Led successful client experiences for an 80+ client portfolio, focusing on satisfaction and retention. Identified client needs, served as the voice of the client, and managed client and vendor issues.
• Customer Satisfaction: Achieved a 97% client email satisfaction rate, as measured by HelpScout/Zendesk.
• Cross-functional collaboration: Provided valuable customer insights and collaborated with internal marketing, sales, and development teams to enhance service offerings.
• Sales Growth: Identified business growth opportunities through add-on service sales, driving development and expansion.

San Francisco Bay Area

• Client Relationship Management: Built strong client relationships through in-store product demonstrations and training.
• Operational Efficiency: Managed 80+ in-store visits, maintained daily reporting, and handled merchandising documentation and expenses through Expensify.
• Training and Mentorship: Led training and mentorship for entry-level and mid-career professionals across three Bay Area markets.
• Sales and Account Development: Drove growth and development for national and regional clients, enhancing the customer experience.

Costa Mesa, California

• Advocated for pharmacy, doctor’s office, and patients inquiring about pharmacy benefits within designated health insurance plans.
• Maintained organization and efficiency within an inbound high-call volume environment.
• Maintained high performance around on call metrics including: call handling time, use of personal time, customer satisfaction surveys.

Cerritos, California, United States

• Best Buy Mobile Sales Lead:
• Delivered high-quality customer service in-line with mobile brand focus.
• Collaborated with management to create innovative sales strategies.
• Assisted sales leading, scheduling and training of mobile employees.
• Managed all visual merchandising of department.

• Operations Admin Lead
• Management Duties: team/store trainings, meetings with territory and district management, customer escalations.
• Human Resources Duties: Oversaw company payroll, scheduling, and store-wide labor budgets.
• Trained, coached and managed all Operations associates including cashiers and customer service associates to maintain KPI goals for given roles.
• Proactively resolved customer conflicts and concerns, assuring satisfaction within standard business model set by company.

Cerritos, California, United States

• Assisted in all customer transaction and product escalations where I utilized all resources available to me as a CSA prior to requesting manager assistance.
• Processed all customer order returns in line with company policies and procedures.
• Managed online order fulfillment in combination with returns line.
• Responsible for recommending and enrolling customers for store credit card program where I exceeded card sign up KPI's monthly.
• Assist Cashiers in basic customer service training to prevent cashiers from providing misinformation when selling product service plans and return/exchange policies.

Fullerton, California, United States

• Responsible to maintain KPI sales of magazine subscription sign-up's, Offering and selling product service plans to all products in store that qualified for PSP's, customer feedback surveys.
• Provide exemplary customer service in line with store values.