Customer Service Project Manager

Ricardo J. Rampersad

Cell Phone: 917-***-**** Email: *****************@*****.***

Objective

To obtain a position within a professional environment providing opportunities for growth, advancement, and professional development.

Experience

ASSISTANT SUPERVISOR, Y.A.I. (YOUNG ADULT INSTITUTE)

2024 – August 2024

Serve as lead of the direct care team

Training, scheduling, systems management and directly supervise Direct Support Professionals (DSPs)

Ability to lead by example and act as a role model within teams

Interpersonal problem-solving skills

Assist people with intellectual and developmental disabilities to live, love, work and learn in their communities

PROJECT MANAGER

SALES SUPPORT COORDINATOR

CUSTOMER SERVICE REPRESENTATIVE, THOMSON REUTERS

2006 - 2023

Optimized the order processing system leading to increased customer satisfaction

Implemented an efficient email and phone communication system, resulting in a 15% increase in response time and improved customer support ratings.

Stayed up to date with product and software developments, enabling accurate and informed responses to customer inquiries

Successfully resolved 90% of customer issues on the first contact, demonstrating exceptional problem-solving skills and minimizing escalations.

Ensured 100% accuracy in billing processes, reducing billing discrepancies and improving financial reporting.

Effectively managed diverse tasks and responsibilities, consistently meeting or exceeding performance expectations in a high-pressure, dynamic work environment.

Took a proactive approach to address customer needs, resulting in a 10% increase in customer retention rates.

Demonstrated strong multitasking and prioritization skills by consistently handling a high volume of customer inquiries and administrative tasks while maintaining a high level of accuracy.

SENIOR A.M. COUNSELOR, Y.A.I. (YOUNG ADULT INSTITUTE)

2003 - 2007

Trained and supervised staff. Planned and organized work under minimal supervision of manager. Record of sound planning and decision-making to resolve problems and enhance productivity.

Earned a reputation as a valuable and cooperative coworker by being fair, honest, and willing to help others when needed; effectively resolving conflicts at appropriate times; and assisting new managers and other staff to become familiar with policy and operations. Managed day-to-day operations.

Influential in situations that allow close communication and interaction with others. Proven ability to initiate and maintain excellent relations with high-end clientele.

ACCOUNT RETENTION SUPERVISOR, NEXTEL COMMUNICATIONS

2003 - 2003

Supervised a staff of customer service representatives that process orders, prepare correspondence, and fulfill needs of existing customers that are at risk of cancelling services or orders. Addressed complaints with the goal of increasing satisfaction and securing renewals or saves.

Managed staff of professionals ensuring accuracy in order processing, quality customer service, professional demeanor, and proficiency with accounts. Processed orders, maintained customer relations, handled complaints and adjustments. Maintained positive company image by assessing client needs and recommended appropriate products or modifications.

Worked to increase loyalty and customer retention by resolving customer complaints and implementing retention strategies. Worked effectively with customers – able to identify needs, answer questions, and solve problems. Promoted customer satisfaction through clear, concise communication. Supervised order management, customer relations, and resolutions.

Proven ability to handle large volume calls in a professional and courteous manner. Dealt tactfully and effectively with difficult customers.

STRATEGIC ACCOUNTS CARE SPECIALIST, NEXTEL COMMUNICATIONS

1999 - 2002

Communicated with customers daily. Built rapport with customers through effective and precise communication.

Maintained and encouraged customer loyalty through the courteous and efficient resolutions of disputes, complaints, and discrepancies. Provided customers with payment information, cycle dates, and interest rates. Supervised colleagues during hectic periods.

Proven performer with demonstrated ability to gain account loyalty by maintaining several priority accounts. Interacted efficiently with business customers, providing information and resolving critical problems.

SKILLS

Accounting

Analytical Thinking

Billing Tools

Checkpoint

Checkpoint Edge

Checkpoint Learning (CPL)

CIS

Coaching

Communication

Customer Queries

Customer Relationship Management (CRM)

Customer Service

Customer Service Management

Customer Service Relationship Management

Customer Service Training

Data Analysis

Data Organization

Decision Making

Digital Literacy

EMS

Flash

GSI System

Help Desk Support

Leadership

Mentoring New Hires

Microsoft Excel Data Analysis

Microsoft Excel Macros

Microsoft Office Suite 365

Organizing Meetings

Persuasive Negotiation

Portal

Presentations

Proactive Approach

Project Coordination

Project Management

Project Management, Operations

Quality Assurance (QA)

Sales Support

Salesforce.com

Siebel

Team Facilitation

Teamwork

Time Management

Unison

Work Management

EDUCATION

BOROUGH OF MANHATTAN COMMUNITY COLLEGE

Engineering Major

1992

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