Business Analyst Technical Support

JUAN RAMOS

Miami, FL 646-***-**** **********@*****.*** linkedin.com/in/juan-ramos-912230112

CUSTOMER-CENTRIC TECHNICAL SUPPORT MANAGER

Business Analyst • Team Builder • Luxury Brand Operational Manager • Brand Ambassador

A strategic business analyst who designs and implements effective solutions to drive organizational success and align business objectives with actionable plans

Drive success with 10+ years of proven managerial experience leading high-performing teams and overseeing million-dollar operations. Expert in team building, staffing, training, and inventory management to ensure seamless day-to-day performance. Skilled at optimizing workflows and cultivating a strong, results-driven culture. Ready to deliver strategic leadership and measurable impact.

Career Milestones

Led and developed a high-performing team to exceed an $800,000 goal, achieving $1 million in revenue in our Flagship location.

Developed and launched a comprehensive training course adopted company-wide, enhancing team proficiency and streamlining onboarding for new employees

Consistently achieved 100% audit scores while maintaining rapid and positive customer response times, demonstrating both compliance excellence and client satisfaction

Area of Expertise

Project Management • Communication • Budget Management • Risk Management • Process Improvement • Conflict Resolution • Adaptability • Strategy Development• Critical Thinking • Customer Service • Project Planning• Teamwork Collaboration • Time Management • Data Analyst • Talent Scouting • Visual Merchandise • Marketing • Cient Relations Management • Inventory Specailist • Cold Chain Analyst

Professional Experience

CENCORA – Miami, FL - Remote 12/2021 - 04/2025

Cold Chain Technical Support Analyst

This role focuses on delivering excellent customer service to both internal and external clients by proactively communicating with global offices, supporting temperature control processes, and managing client communications regarding time-sensitive issues like temperature excursions. Responsibilities include updating and analyzing data in systems like TMS and Optiview, preparing detailed reports, and collaborating with other departments to ensure service quality and operational improvements.

Enhanced global communication workflows by coordinating effectively with international offices, ensuring a seamless experience for clients worldwide.

Supported cross-functional success by collaborating with other departments on temperature-sensitive shipments, contributing to quality control and service excellence

Increased data accuracy and accessibility through consistent updates and maintenance of TMS, Optiview, and temperature logs, supporting compliance and audit readiness.

Improved customer satisfaction by proactively resolving temperature excursion issues and providing timely, accurate reporting to clients.

Streamlined internal processes by making actionable recommendations to management, enhancing overall efficiency in customer service operations

UNOde50 (Flagship) – Miami Beach, Florida 02/2019 – 11/2021

Store Manager

Led standardization of operations across outlets by creating training procedures focused on visual merchandising, inventory organization, and sales strategies tied to KPIs.

Visual leadership, including overseeing product knowledge training, client development strategies, and supporting visual execution across multiple markets such as Florida, Mexico, and Puerto Rico.

Traveling Training & New location openings (Aventura Mall, Sawgrass Mall).

Responsible for exceeding a $800,000 goal set by corporate, Acheiving $1 million in revenue.

Mentored talent who later received top accolades.

Accurately processed employee payroll each pay period, ensuring compliance with company policies and deadlines.

Motivated and coached sales team to consistently achieve and exceed sales targets through ongoing training and performance feedback

Led recruitment, onboarding, and training of new team members to ensure alignment with company standards and culture

Implemented effective inventory management, cash control, and loss prevention strategies to optimize store operations and reduce shrinkage

Built and expanded the clientele database through relationship management and outreach

Pandora – Hialeah, FL 05/2018 – 01/2019

Assistant Manager & Inventory Specialist

Played a key role in driving sales, improving team performance, and maintaining visual and inventory standards. I led recruiting, product training, and on-the-floor coaching to align staff with brand guidelines, while executing effective inventory control strategies to support profitability and operational efficiency.

Led product and sales technique trainings that improved team performance and boosted conversion rates.

Maintained accurate inventory levels through structured organization and control measures, supporting optimal stock flow and sales.

Championed the “Pandora Way of Selling” through real-time coaching, increasing team confidence and customer satisfaction(

Led a team of 20+ employees to achieve the #2 store ranking company-wide, second only to Walt Disney World, generating over $1 million in revenue

Executed all visual merchandising updates, ensuring brand consistency and customer engagement.

Alex & Ani (Flagship) – Miami Beach, FL 10/2015 – 05/2018

Assistant Store Manager

Oversaw daily store operations with a focus on employee development, visual merchandising, and sales performance. Acted as a key liaison for corporate communications, charity partnerships, and business reporting while driving strategies to boost customer engagement and profitability.

Led in-store charity collaborations and represented the store in company conference calls and planning sessions.

Traveling Training & New location openings (Miami Beach, Dadeland Mall).

Built and expanded the clientele database through relationship management and outreach

Directed merchandising, stock replenishment, and store presentation to maintain brand image

Tracked and analyzed business results to develop action plans and improve performance

Education

Course work towards Bachelor Degree Genesee Community College

Technological Skills

Microsoft Office Suite 365(Word, Excel, PowerPoint, Outlook, SharePoint, OneDrive) SalesForce PowerBI Worldstar TMS ORACLE WorkDay Sensitech Coldstream Filebound 8x8 MS Teams Google Docs Zoom Google Calander Calendly SQL ELPRO Viewer

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