Juvy Ramirez
TARLAC CITY
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Led teams with focus on achieving goals and improving processes. Demonstrated leadership in project management and team collaboration. Utilized problem-solving and communication skills to drive success.
Overview
8
8
years of professional experience
Work History
Team Leader
Sutherland Global Service
01.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Customer Resolution Specialist
Sutherland Global Service
01.2023 - 12.2023
- Conducted comprehensive analysis of recurring issues, implementing preventive measures to minimize future occurrences.
- Built strong relationships with clients through excellent communication skills, fostering loyalty and repeat business.
- Streamlined complaint resolution processes for improved efficiency and faster response times.
- Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
- Participated in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
Team Member
Sutherland Global Service
06.2021 - 12.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Team Leader
Sitel
10.2018 - 04.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Assistant Queue
Sitel
03.2018 - 09.2018
- Worked with customer service representatives to handle escalated customer issues.
- Monitored team productivity and provided regular progress reports to senior management, highlighting areas for improvement.
- Worked with customer service to handle escalated customer issues.
Customer Service Representative
Sitel
09.2016 - 02.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
No Degree - Caregiver
MMMS-DTCC
Baguio06-2012
Hotel And Restaurant Services
Philippine Women's University03-2010
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- People management
- Complex Problem-solving
- Documentation and reporting
- Performance improvement
- Goal setting
Timeline
Team Leader
Sutherland Global Service
01.2024 - Current
Customer Resolution Specialist
Sutherland Global Service
01.2023 - 12.2023
Team Member
Sutherland Global Service
06.2021 - 12.2022
Team Leader
Sitel
10.2018 - 04.2021
Assistant Queue
Sitel
03.2018 - 09.2018
Customer Service Representative
Sitel
09.2016 - 02.2018
No Degree - Caregiver
MMMS-DTCC
Hotel And Restaurant Services
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