Summary
Overview
Work History
Education
Skills
Timeline
Languages
References
Hi, I’m

Donna J. Ramos

Specialist, Customer And Technical Support Representative
San Jose Montalban
Donna J. Ramos

Summary

Results-driven professional with over five years of experience in customer service, sales, technical support, and specialist roles. Proven track record of resolving complex customer issues, significantly improving retention rates, and enhancing overall client satisfaction. Strong interpersonal and communication skills facilitate effective collaboration and positive interactions with customers. Eager to contribute to a dynamic organization that values skill development and the sharing of best practices.

Overview

13
years of professional experience
2
Languages

Work History

IQOR PH (RMS Collect Philippines Inc.)

Specialist
12.2023 - Current

Job overview

  • Resolved customer inquiries through detailed email correspondence, ensuring prompt and accurate responses. Maintained high customer satisfaction levels by addressing issues effectively. Collaborated with team members to develop case-specific solutions. Documented all customer interactions for future reference and analysis. Managed email queues to streamline response processes and enhance efficiency.

CIGNA

CSR
10.2022 - 11.2023

Job overview

  • Functioned as key point of contact for patients, addressing inquiries through phone communication. Coordinated scheduling of maintenance medication appointments to support treatment continuity. Checked insurance coverage to assist patients in navigating financial responsibilities. Managed billing questions effectively to provide clear resolutions.

AFNI Philippines Inc.

CSR/TSR (VERIZON)
11.2021 - 10.2022

Job overview

  • Facilitated effective communication of product features to sales teams and customers through technical expertise. Acted as main point of contact for customers, resolving technical inquiries and supplying product details. Leveraged deep product knowledge to assist sales teams in showcasing capabilities to potential clients.

Infocom/PLDT

CSR
02.2013 - 08.2019

Job overview

  • As a frontline, I am assisting customers with inquiries, concerns, and complaints regarding products or services. Resolve customer issues promptly and efficiently, exceeding expectations whenever possible. Accurately document customer interactions and maintain detailed records.

Concentrix

TSR (HP Printer)
12.2018 - 02.2019

Job overview

  • Provided technical support and sales assistance primarily to senior citizens and tech-savvy individuals. Utilized effective communication techniques to facilitate one-call resolutions for customer inquiries. Exhibited empathy and patience to build rapport with clients during support interactions. Consistently met sales goals by prioritizing timely response and resolution of customer needs.

Alorica

CSR/TSR (Tmobile&Samsung)
02.2016 - 12.2018

Job overview

  • Demonstrated strong problem-solving abilities to tackle both simple and complex issues. Achieved success in meeting sales quotas through thorough product expertise. Conducted detailed analysis of customer problems, ensuring swift and effective solutions. Prioritized leaving customers with a favorable impression at the conclusion of support.

Education

ICCT (Institute of Creative Computer Technology College)
Cainta, Rizal

BS from Computer Secretarial
03.1998

University Overview

I was not able to finish my degree at that time due to financial and personal reason. I can say it was so fruitful and a lot to learn ahead even though the technology that time is not that bloom since we are just using floppy disk. The course typically covers a range of competencies. Leading workplace communication, managing performance and relationships with clients. These courses aim to equip students with the necessary competencies for various administrative roles in the business environment.

Skills

Efficient data input

Timeline

Specialist
IQOR PH (RMS Collect Philippines Inc.)
12.2023 - Current
CSR
CIGNA
10.2022 - 11.2023
CSR/TSR (VERIZON)
AFNI Philippines Inc.
11.2021 - 10.2022
TSR (HP Printer)
Concentrix
12.2018 - 02.2019
CSR/TSR (Tmobile&Samsung)
Alorica
02.2016 - 12.2018
CSR
Infocom/PLDT
02.2013 - 08.2019
ICCT (Institute of Creative Computer Technology College)
BS from Computer Secretarial

Languages

[Language 1] – Soon
[Language 2] – Soon

References

References
  • Annabelle, Ordona, Supervisor, annabelle.ordona@infocomtech.com.ph, 09231068164, Infocom, 815-1701
  • Gabriel, De Guzman, Team Manager, gabriel.deguzman@concentrix.com, 09173331390, Concentrix
  • Rosemarie, Castillo, Team Leader, rosemarie.castillo@alorica.com, 09358929240, Alorica

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Donna J. RamosSpecialist, Customer And Technical Support Representative