Summary
Overview
Work History
Education
Skills
Timeline
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Ramon Montalavo Carrillo JR

Ramon Montalavo Carrillo JR

Tlalnepantla de Baz

Summary

Results-driven professional with a Google IT Support Professional Certificate, skilled in communication, negotiation, and technical support. Eager to excel at IC System as a Collections Specialist by resolving delinquent accounts, at U.S. Cellular as a Sales Associate by driving sales targets, or at Verizon Wireless as a Customer Service Representative by enhancing satisfaction. Committed to exceeding KPIs, optimizing CRM systems, and building strong customer relationships.

Overview

17
17
years of professional experience

Work History

MAPS PLATFORM SUPPORT TIER 1

HCL Tech
08.2024 - 03.2025
  • Assisted customers in using the Google Maps API. This involved providing technical support, troubleshooting issues, and answering questions related to the API's functionality and implementation.
  • Collaborated closely with customers to investigate and resolve billing discrepancies and usage concerns. Analyzed billing statements, account activity, and usage patterns to identify potential errors or areas for optimization. Provided clear and concise explanations of billing and usage to customers and offered tailored recommendations to help them manage their accounts effectively.
  • Assisted customers with JavaScript code by debugging, optimizing, providing code snippets, and explaining concepts.

Sales Associate

U.S. Cellular
01.2016 - 08.2019
  • Engaged customers to recommend phones, plans, and accessories, increasing sales conversions by 20%.
  • Delivered outstanding customer experiences, achieving 95% satisfaction in post-sale surveys.
  • Maintained knowledge of wireless technology to provide expert guidance on features and benefits.
  • Met and exceeded monthly sales targets through teamwork and a customer-focused approach.

Customer Service Representative

Verizon
03.2011 - 01.2016
  • Resolved 95% of billing inquiries and technical issues on first contact via effective troubleshooting.
  • Assisted with plan changes and upgrades, enhancing customer satisfaction and retention.
  • Managed high-volume calls, using CRM tools to document interactions and meet performance metrics.
  • De-escalated complex concerns with empathy, maintaining professionalism in fast-paced settings.

Collections Specialist

IC System
01.2008 - 03.2011
  • Handle 50+ daily inbound and outbound calls to resolve delinquent accounts, achieving a 90% resolution rate.
  • Negotiate consumer-friendly payment solutions, reducing delinquencies by 15% and meeting monthly/quarterly KPIs.
  • Update consumer account information in CRM systems, ensuring data accuracy and compliance.
  • Solve complex account issues, exceeding call efficiency and resolution metrics.

Education

High School Diploma -

Logan High School

Diploma HVAC-R -

Western Technical College

Google IT Support Professional Certificate -

Coursera

Skills

  • Debt Collection and Payment Negotiation
  • Sales and Wireless Technology Solutions
  • Customer Service and Account Management
  • Technical Support and Troubleshooting
  • CRM Systems and Data Accuracy
  • Written and Verbal Communication
  • Performance Metrics and KPI Achievement
  • Problem-Solving and De-escalation
  • Microsoft Office and Google Suite

Timeline

MAPS PLATFORM SUPPORT TIER 1

HCL Tech
08.2024 - 03.2025

Sales Associate

U.S. Cellular
01.2016 - 08.2019

Customer Service Representative

Verizon
03.2011 - 01.2016

Collections Specialist

IC System
01.2008 - 03.2011

High School Diploma -

Logan High School

Diploma HVAC-R -

Western Technical College

Google IT Support Professional Certificate -

Coursera

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Ramon Montalavo Carrillo JR