Emerson Ramos

The Hartford Insurance

• Providing assistance to policyholders by answering inquiries regarding their policies, coverage options, claims processes, and addressing customer concerns, all while ensuring accurate information and a positive customer experience.
• Answered incoming phone calls from a third party, and connected them to the right department.
• Responded to customer requests for products, services, and company information.

AMEX

• Primarily acts as a customer service representative, assisting business travelers with booking flights and hotel accommodations by answering inquiries, processing reservations, managing changes, and resolving issues.
• De-escalated and resolved customer complaints with punctual, polite, and professional service.

YRC Freight

• Responsible for developing and maintaining relationships with assigned customer accounts, managing their shipping needs by negotiating rates, coordinating logistics, preparing Bill of Lading, ensuring timely deliveries, and proactively addressing any concerns to retain business as a primary point of contact for all customer interactions.
• Successfully resolved escalated issues, preventing potential loss of valuable clients, while maintaining positive relationships with all parties involved.

• Enhanced company reputation through exceptional professional communication, and empathetic listening skills.
• Primarily responsible for handling inbound calls from SiriusXM subscribers, addressing their concerns, providing information about services, troubleshooting technical issues, managing account changes, processing payments, and ensuring customer satisfaction with the radio platform, all while adhering to company policies and procedures.
• Maintained professionalism under pressure when dealing with challenging situations or dissatisfied callers, while working toward resolution in a calm manner.
• Collaborated with cross-functional departments to resolve complex issues for customers, ensuring timely communication and follow-up.
• Demonstrated adaptability by quickly learning new systems and product updates to provide accurate information to customers.

• Worked as a directory assistance operator for Verizon wireless, who looks up and provides phone numbers for residential, business, or government listings upon request from callers.
• Essentially acting as a human phone book by accessing and searching through a database to find the desired contact information.
• Offered special assistance to persons unable to dial or in emergency situations.