Arien Ruth C. Ramos

Arien Ruth C. Ramos- - Davao City, Philippines Education 2014 June 2004 to May 2006 University of Mindanao - June 2014 – October 2014 Colegio de Kidapawan - June 2004 – May 2006 Bachelor of Science in Accountancy Bachelor of Science in Nursing Skills & Software Experience     Customer Care/Technical Support Email/Chat Support Data Entry Social Media Content Moderation          Work Experience 2018 to Present Aug 2016 to Feb 2018  Zendesk Asana Shopify Gorgias Trello Atlassian/JIRA Confluence Slack Google Zoom         Meet/Docs/Sheets/Drive Microsoft 365/Word/Excel Facebook Business Manager Amazon Central PipeDrive Custify Vitally Salesforce Customer Support Specialist WiseStamp Technologies, Ltd.  responds to tickets/emails sent by customers regarding billing or pricing  answers customer concerns or questions regarding account setup and service features  offers technical support and troubleshoots issues with customers  communicates customer concerns or request with the proper department (developers, designer, account manager) for efficient resolution  occasionally calls customers through zoom to screenshare (for technical support/troubleshooting)  assists in creating help center database  handles custom template requests submission and submits request through Trello  submits account or signature template bug reports through Jira Appointment Setter Efficient Freelance Solutions (Upwork)  responds to tickets/emails sent by customers regarding billing or pricing  answers customer concerns or questions regarding account setup and service features Work Experience Oct 2015 to Aug 2016 Customer Service Representative Offsourcing Philippines, Inc. and Social Media Content Moderator  addresses complaints through email and social media platforms  responds to Facebook, Instagram, and twitter comments and sends private messages to make sure issues, concerns, and customer information are not disclosed in the public comments section  processes cancellations and refunds  assists in order processing and order inquiries  suggests products to customers based on their style or profile July 2014 to Mar 2015 Project Supervisor         Feb 2014 To July 2014 manages project quotas to make sure client demands are met on the given deadline controls/manages the lines/samples that market researchers will receive does initial set up of projects for it to be ready for dialing disseminates information/instructions to other teams working on the same project. communicates/ negotiates with account managers – sends hourly updates/progress reports, submits after shift reports, sample assessment and next shift’s plan, raises project or dialing concerns communicates with QA Supervisors to make sure that 100% production is met without sacrificing call quality supervises market researchers to make sure the project’s daily and overall production will hit 100% admin tasks: team shift schedule, incident reports, Issuance of Notice forms, offense hearings (within the team) Quality Assurance Supervisor      Survey Sampling International Survey Sampling International monitors market researchers to ensure that call quality is above 85% while being able to hit 100% production rate gives market researchers feedbacks regarding their calls and suggests effective rebuttals listens to recordings in cases where answers need clarification and ensures that quality offenders are dealt with accordingly sends dialing feedback to Project supervisors does admin tasks assigned by the team manager or QA lead Mar 2013 to July 2014 Market Researcher Sep 2007 to Mar 2008 Customer Service Representative/ SITEL Philippines Account Specialist (Retentions Agent)  addresses customers’ billing concerns  handles customers who wish to end their dial up internet service subscription  convinces customers to continue/retain their dial-up internet subscription  offers products/subscription upgrades (upselling)  Survey Sampling International conducts interviews/surveys on social issues, political campaigns, products, services, etc.