Remote Customer Account Management Specialist

Ruby Ann Ramirez

E-mail: *********@***************.***

Phone: 956-***-****

Objective: To obtain a job within my field that will challenge me and allow me to use my skills, and past experiences

Experience: Republic Services 2008 – Current

Remote: Associate Account Manager

Conducted over 600 monthly check-in calls with existing customers, driving retention rates and facilitating contract renewals

Managed approximately 250 customer service cases monthly, including service modifications, cancellation requests, and contract reviews, while proactively communicating company pricing initiatives

Implemented a systematic task management approach to ensure timely customer follow-ups and pre-billing charge reviews, enhancing customer satisfaction and reducing billing errors

Demonstrated strong customer relationship management skills, contributing to improved customer retention and increased revenue generation

Remote: Project Specialist

Identified and reported system errors to management, facilitating prompt resolution

Evaluated case validity through thorough analysis, ensuring accurate processing and resolution

Maintained up-to-date case documentation and service alerts, enhancing communication and workflow

Managed and updated holiday voice recordings, ensuring clear communication of business hours and services to customers

Remote: Customer Care Specialist

Successfully managed and resolved customer escalations, ensuring high levels of customer satisfaction and retention

Collaborated effectively with various Business Units (BUs) to expedite issue resolution and improve cross-departmental communication

Utilized Knowledge Management Tools (KMT) and mapping systems to verify information, enhancing accuracy and efficiency in customer support

Proactively monitored and followed up on open cases, driving timely resolutions and improving overall case closure rates

Leveraged data from multiple sources (KMT, Maps) to provide comprehensive and accurate assistance to customers, improving first-call resolution rates

Implemented a structured task management system to ensure consistent follow-ups and maintain high-quality customer service

Remote: Spec I-Premier Agent

Demonstrated excellent telephone communication skills, ensuring clear and professional customer interactions

Efficiently resolved customer service and billing issues through various means, including processing payments, issuing refunds, and adjusting bills

Prioritized and addressed customer concerns promptly and effectively, maintaining high customer satisfaction rates

Utilized Knowledge Management Tools (KMT) and mapping systems to verify information, enhancing accuracy and efficiency in customer support

Achieved high first-call resolution rates, minimizing follow-up interactions and improving overall customer experience

Proactively managed open cases, driving timely resolutions and improving case closure

Guided customers through online account setup processes and provided comprehensive support, increasing adoption of self-service options

Route auditor

Auditing commercial and residential routes

Records audit findings

Assists dispatchers to ensure efficiencies

Monitor and provide feedback to Route supervisors and Managers

Dispatch

•Develop routes and maintain contact with drivers throughout the day

•Act as a communication liaison through the two-way truck radio system and answer incoming phone calls from drivers on the road

•Learning Portales monthly for better job knowledge

•Oversee all communications within specifically assigned drivers

•Create and generate reports daily, weekly and monthly Dispatch metrics

•Daily data entry of driver routes and times

•Assist Ops manager with various assignments

•Daily Connect reporting

•Weekly extra yardage sent to cities

•Daily brush schedule

•Weekly Inventory

•Evaluating performance

•Reporting to and Senior management

•Managing Workflow, creating team schedules

Customer Service

•Telephone Techniques

•Resolve customers' service or billing complaints by performing activities such as payments, refunding money, and adjusting bills.

•Assess and ensure all customer concerns and resolve appropriately and in a timely manner

•Service agreements: new customer, change of service. Residential and commercial

•Assisting in Dispatch entry of daily driver tickets

•Routing and sequencing driver routes

Skills:

Bilingual-Spanish/English (ability to read, write, and speak fluently)

Computer: Typing and 10 Key (65 WPM)

Microsoft office suite

Switchboard Operator, Fax, and email proficiency. Problem Solving Skills, Ability to multitask

Education: Keys Academy 1995 - Diploma/GED

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