Ramos Andy M

Andy Ramos 174 San Pedro West Rosales, Pangasinan Phone: - Email:-Professional Summary: Experienced Customer Service Professional with over 15 years in various customer-facing roles, specializing in quality assurance, technical support, and billing inquiries. Proven track record in enhancing customer satisfaction, compliance, and operational efficiency. Professional History: Mar 2021-Nov 2024: Beehive Adaptive Global Solutions Corp, Quality Analyst, Santiago City, Isabela • Monitored and analyzed call interactions to ensure adherence to quality standards, scripts, and compliance guidelines. • Evaluated agent performance by scoring calls on professionalism, resolution accuracy, and empathy. • Provided actionable feedback to agents, enhancing skill development and call handling proficiency. • Identified operational improvements through data analysis, reducing recurring issues. Skills: Quality Assurance, Process Improvement, Data Analysis, Compliance Monitoring, Customer Service, Audit, Training & Development, Project Management Jun 2019-Mar 2021: Alorica Clark Phils Inc, Account Expert, Clark Angeles City • Resolved customer complaints efficiently, ensuring customer satisfaction. • Managed customer inquiries across multiple platforms including phone, email, and chat for mobile, internet. • Utilized CRM software to track customer interactions, improving service delivery and customer follow-up. • Educated clients on product usage and new services, boosting customer engagement. • Collaborated with technical support to resolve network issues, reducing resolution time. • Troubleshoot technical issues related to phones. Skills: Customer Service, Telecommunications, Problem Solving, CRM Systems, Communication, Conflict Resolution, Customer Retention Aug 2017-Jan 2018: GrowMyTeam, Transcriptionist, Prahran, Victoria AU • Transcribed a wide range of audio files including medical, legal, and general business recordings, maintaining accuracy. • Managed multiple transcription projects simultaneously. • Utilized transcription software and tools to enhance efficiency, reducing transcription time. • Edited and proofread transcripts for clarity, grammar, and punctuation, ensuring professional quality output. • Skills: Transcription, Audio Typing, Proofreading, Attention to Detail, Time Management, Confidentiality, Research, Microsoft Office May 2015-Jun 2017: 24/7 Customer Phils Inc, Customer Care Representative Makati City 1213 • Managed customer accounts, ensuring accurate billing and service updates for cable TV subscribers. • Fielded high volumes of calls, providing swift solutions to service disruptions, increasing customer retention. • Educated customers on using cable TV features, enhancing user experience and reducing future inquiries. • Skills: Technical Support, Customer Service, Cable TV Systems, Troubleshooting, Customer Education, Problem Resolution, Communication, CRM & Ticketing Systems Dec 2013- Jan 2015: Sutherland Global Services, VOIP TS/Customer Representative BGC Taguig • Troubleshot and resolved intricate VoIP issues for business clients. • Managed high-value accounts, providing tailored VoIP solutions and support. • Conducted detailed training sessions for B2B clients on VoIP system usage and optimization, enhancing their operational efficiency. • Utilized advanced VoIP diagnostic tools and CRM systems to track and manage client interactions effectively. • Handled inbound customer calls, providing support for VoIP services, including troubleshooting and account management. • Assisted in the onboarding of new VoIP clients, ensuring smooth transitions to using the service. • Skills: VoIP Support, Customer Service, Troubleshooting, Network Configuration, Customer Education, CRM Systems, Communication, Problem Solving April 2010- Oct 2013: Brady Corporation, Senior Commercial Receivables Specialists Mandaluyong 1552 • Managed a portfolio of over 100 high-value commercial accounts, reducing Days Sales Outstanding (DSO) through strategic collection practices. • Negotiated payment plans and settlements. • Analyzed credit risks for new and existing customers, enhancing credit policies to minimize bad debt exposure. • Implemented automated receivables solutions, improving efficiency and accuracy in account reconciliation. • Led a team of receivables specialists, providing training and mentoring to achieve departmental goals. • Skills: Commercial Receivables Management, Credit Analysis, Cash Flow Optimization, Debt Collection, Accounting Software, Financial Forecasting, Team Leadership, Negotiation Mar 2008-Feb 2010: 24/7 Customer Phils Inc, TELCO Customer Care Representative Makati City 1213 • Resolved customer complaints efficiently, ensuring customer satisfaction. • Managed customer inquiries across multiple platforms including phone, email, and chat for mobile, internet. • Utilized CRM software to track customer interactions, improving service delivery and customer follow-up. • Educated clients on product usage and new services, boosting customer engagement. • Collaborated with technical support to resolve network issues, reducing resolution time. Skills: Customer Service, Telecommunications, Problem Solving, CRM Systems, Communication, Conflict Resolution, Customer Retention Mar 2007-Feb 2008: HSBC, Customer Service Representative Quezon City 1104 • Managed customer accounts, addressing inquiries related to banking products, loans, and credit cards with a focus on customer satisfaction. • Resolved client issues swiftly, maintaining a resolution rate of 90% for banking service queries. • Utilized CRM systems to document customer interactions, ensuring accurate follow-up and data privacy compliance. • Educated customers on HSBC's digital banking platforms, increasing digital adoption. • Skills: Customer Service, Banking Operations, Compliance, CRM Software, Problem Solving, Communication, Digital Banking, Client Relationship Management Education: Truckee Meadows Community College, 1997-99 Medical Assistant Reno, NV USA Galena High School, 1994-97 Reno, NV USA Al Tahoe Elementary School South Lake Tahoe, CA USA Character References available upon request ______________________________________________________________________________ _____