CRYSTAL

RAMIREZ

**** ***** ***** **** ******, CA 951-***-**** ad4w07@r.postjobfree.com

Objective

To obtain a position in customer service management that leverages my experience in leadership, problem-solving. And account management.

Skills Summary

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Quickbooks, OneNote, Salesforce.

Excellent communication, self-motivated, ability to learn quickly, customer service-oriented, team leadership.

Experience

Bank of America

Customer Service- New Hire Supervisor / 5/2019- Present

● Built and led a high-preforming team of customer service representatives, reducing average call times by 15% and increasing customer satisfaction scored 20%.

● Provided ongoing support and training to team members, resulting in a 95% retention rate.

● Prepared and presented weekly progress reports to management leading to the implementation of the new training initiatives.

Customer Service Card/ 10/2018- Present

● Educated clients on online banking products and services, increasing adoption by 30%.

● Resolved complex customer issues and de-escalated calls with irate customers, achieving a 98% customer satisfaction rating.

● Processed account-related transactions and payments with 100% accuracy.

Customer Service Deposits/ 4/2016-10/2018

● Investigated and resolved client account issues, reducing complaint volume by 25%.

● Provided troubleshooting assistance for online accounts, improving customer retention by 15%.

● Specialized in a centralized fee pilot program, resulting in $1.2M in annual cost savings.

Steam Wholesale Distribution

Accounts Receivable & Accounts Payable/ 9/2014-4/2016

● Streamlined order processing by implementing a new inventory management system, reducing order processing time by 30%.

● Consistently maintained a customer satisfaction rating of 95% timely and efficient resolution of service.

● Developed and maintained an efficient record-keeping system, reducing paperwork errors by 20% and improving office organization.

Education

Jurupa Valley High School/ 9/2009-5/2012