Esteban Ramirez Morante

APPLIED MODERN LANGUAGES Esteban Antonio Ramírez Morante Mexican, 35 years old Priv Tlaxcala No.5 Int 26 San Pedro Cholula, Puebla. Home:- Cel:--IMSS:- SUMMARY Extensive experience in personnel management, business growth and rentability, multi-unit monitoring, retail.Lay-out analysis, shrinkage control, sales average, ticket average, daily transactions review. Market flow analysis. Call center experience. Work at home experience SKILLS Personnel Management and Supervision Result Oriented Suppliers Negotiation Quality Assurance Inventories Marketing Teamwork and leadership Proactive EDUCATION AUGUST 2004 - JULY 2007 Bachelor of Applied Modern Languages Autonomous University of Tlaxcala Partial Certificate CERTIFICATIONS 2013 INTERNATIONAL CERTIFICATION TRAINING TRAINERS (CERTIFICATE). 2009 CERTIFICATE OF COACHING FOR QUALITY ANALYSTS (TELVISTA). 2007 TOEFL 620 PTS. (ANGLO UNIVERSITY CENTER PUEBLA). 2007 CERTIFICATE OF PERSONAL INTERPRETER WITH AMERICAN PEOPLE IN THE "OPHTHALMOLOGICAL DAY" (H. HALL CONSTITUTIONALCHIAUTEMPAN). 2004 VIII LINGUISTICS NATIONAL MEETING (AUTONOMOUS UNIVERSITY OF TLAXCALA). IT OFFICE: PIVOT TABLES. PROFESSIONAL EXPERIENCE JULY 2015 – TO DATE BILL GORDON, Virtual Call Center Area: Operations/QA Job Position: ANALYST Call monitoring to make sure that policies and goals are met, monitoring the agents to check their status all the time. Verify that all the emails that are sent are correct, with the correct attachment and to the correct provider. Medical records requesting through emails and fax. Mail sorting.. ________________________________ SEPTEMBER 2014-JUNE 2015 FIRST CASH, Pawnshop retailer Puebla, Pue. Phone: - Area: Operations Job Position: REGIONAL SUPERVISOR Regional Supervisor for pawnshop retailer. Going through all positions within the units to understand each of the functions. Appraisals of all types of items, authorizing loans, pawn/buy reports analysis, sales/layways analysis, jewelry controls. Results on average daily transactions, daily customers, recoveries, average loans, projections, financial statements were reviewed. Also, the staff was trained in articles descriptions, review of jewelry, and electronics. ________________________________ OCTOBER 2013 –JULY 2014 TELEPERFORMANCE, Call Center Puebla, Pue. Phone: - Area: Quality Assurance Job Position: QA SALES VERIFIER Customer care, tech support and billing specialist. Speaking with Comcast customers in the Beltway region. Providing billing explanations, video tech support, arranging tech visits. Being in charge of the sales audits, verifying that all the sales procedures are followed up, also that no agent adds an LOB to a customer that doesn´t want it. Call monitoring to make sure that policies and goals are met. Helping to increase the sales compliance along with the sales supervisor by providing feedbacks to the managers and floor supervisors. ________________________________ AUGUST 2012 - SEPTEMBER 2013 EDM (GRUPO MODELO) Puebla, Puebla Phone: - Area: Business (Operations/Trade Marketing) Job Position: BUSINESS SR ADVISOR (REGIONAL MANAGER) Supervision of the c-stores´ advisors of Grupo Modelo (SuperYa), monitoring the compliance with operational guidelines, planogram respect, lay-out, attachment to approved products as well as advising on how to improve the sales, promotions creation, daily sales reports, purchases from suppliers, monthly sales projection, filling of the Balance Score Card, collection process, management indicators. Reviewing KPI´S Attendance at meetings and negotiations with suppliers. Responsible for the Business area (Commercial, Operations and Maintenance). In charge of the 57 stores in Puebla. ________________________________ MARCH 2008-AUGUST 2012 TELVISTA (Grupo CARSO), Call Center Tijuana, B.C. Phone: - Area: Quality Assurance Job Position: QA ANALYST At the time worked the QA goal of the account was achieved, which was 95%. Also, the sales increased by performing customer service activities such as call monitoring to verify the quality of the entire account, preparing weekly and monthly reports, training new employees in the quality guidelines and metrics of the account, giving feedback to the agents, as well as doing calibrations and with the agents and the supervisors, individually and in groups, with the U.S. QA specialist, preparing performance reports, providing feedback to approximately 35-54 people and being directly responsible for 3 QA Analysts, contributing to the ISO- certification.