Sergio Eleazar Ramirez Molina

• Help customers in United States, Puerto Rico, Hawaii, Canadá and México with warranty replacements and full product replacements for Lifetime Products

• Resolve email requests and place orders over the phone for product replacements

• Supervised a group of customer service agents to make sure the KPI metrics were met on a daily, weekly and monthly basis.
• Evaluated the group to make sure that the best customer service was being given to our clients.
• Provided Coaching/Feedback and One on Ones to the group on a weekly basis.
• Built up schedules for each agent and revised their bonus productivity.
• Followed-up and completed administrative work for the group and the company.

• Helped clients with technical support for the company named Toast. We gave assistance with printers, scanners, cash drawers, and POS (Point of Sale) hardware.

• Helped clients with billing, technical and sales topics for Verizon Wireless.

• Worked for a Mexican and Cuban restaurant as a temporary job.

• Coordinated Quality and some of the Training department in the company. Followed-up with the Quality goals set on a monthly basis with clients like: J Crew, ExamSoft and Datalot. Also, overlooked Training mainly towards the client: ExamSoft to make sure that our representatives integrated and graduated accordingly in order to be successful.

• Supervised a group of representatives in the area of customer service for a client named Match. The groups took care of emails and also calls during my time with that position.

• Monitored and coached representatives that took care of escalations and emails for a client named Match. Followed-up on a daily and weekly basis to make sure that our representatives met all standards.

• Took customer service calls for a client named Match. Made sure that all of our clients received the best experience possible and received a first call resolution when possible.

• Supervised a group of representatives in the area of sales for a client named Comcast. The group took care of sales calls on a daily basis, made sure that our sales per hour (SPH) and hours were met on a group basis in order to achieve our campaign targets.

• In charge of checking, notating and following-up with company standards regarding security standards making sure that all employees met and followed rules.

• Department where we were responsible of checking and verifying sales for clients such as; Comcast, Constant Energy, and others.

• Department that took sales calls for a client named Comcast. We were responsible for doing upgrades on cable, internet, and telephone services.

• During my time in this company, I was in campaigns such as Kohls. com and Medtronic.

• Helped customers with revising orders, tracking orders, and placing orders.

• Department that was dedicated on customer support and billing for a client named Comcast.