Nelson Rivera Ramos

Objective To work for a company that encourages pursue of continual growth and improvement. To work for a company that also recognizes and celebrates team work as well as individual accomplishments. Experience February 2011 – July 2016 Collective Solutions Customer Service Rep. February 2011 – April 2011 Took inbound calls and resolved customers ‘concerns within an expected AHT and QA guidelines Subject Matter Expert April 2011 – March 2012 Assisted new teammates with concerns and doubts to help improve performance. Team Leader March 2012 – March 2015 Managed a collections and customer service campaign. Created schedules Gave group coaching sessions Gave one on one feedback sessions with low performers Followed up on agents’ performance trend Dealt with disciplinary cases with HRD Group Manger March 2015 – July 2016 Managed several accounts Supervised Team Leads assigned to those accounts Coached Team Leads on how to make their teams successful Created action plans to improved performance in the center. Followed up daily on team´s performance Academia Europea August 2016 – January 2018 Taught/Tutor English at all levels Prepared students for TOEFL Achieve Test Prep – Feb2018 – Current Currently working as a Supervisor for 2 teams: the Business Office and Retentions. Trained the team members Structured the department Created QA guidelines Created Performance Evaluation KPIs Provide continued support for all team members Education Jesse O Sanderson High School Raleigh, NC 2009 Piedmont Community College, Piedmont NC 2010 Six Sigma – Yellow Belt Law School at USAP - Unfinished.