Mchale Ramos
Caloocan City
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
9
9
years of professional experience
Work History
Senior Customer Support Representative
Wheelzy
Florida, C.A
2024.01 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Account Manager
Seller Interactive
11.2022 - 06.2023
- Presenting listing feedback to help increase visibility and SEO. Providing recommendations (e.g., increasing conversion rates, expanding to other marketplaces)
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Providing updates on new programs and policy changes that can affect the business
- Amazon posting to showcase features and functionalities of the product of each sellers
- Manage Amazon issues and cases.
Team Leader
Probe CX, (Formerly Salmat Service Inc.)
01.2019 - 11.2022
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Overseeing and managing a team of agents, which includes training, performance evaluation, and providing regular feedback and coaching
- Quality Assurance: Ensuring the quality of services provided by the team meets the company's standards and client requirements, this may involve conducting quality audits and providing feedback for improvement
- Process Improvement: Identifying areas for process improvement and efficiency enhancements within the team's operations
- Ensuring that team members adhere to company policies, procedures, and guidelines
- Promoting a positive and collaborative team culture, fostering team spirit, and organizing team-building activities
- Addressing and resolving escalated issues from team members or clients to ensure timely and effective resolution
- Motivating and recognizing team members for their achievements and contributions to maintain a high level of morale.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Senior Customer Service Agent
Probe CX, (Formerly Salmat Service Inc)
11.2017 - 12.2018
- Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
- Streamlined Email handling for improved productivity and reduced Average Handling times.
- Mentored junior agents to develop their skills and elevate the team''s overall performance.
- Handling escalations, ensuring quality and promoting process improvement
- Collaborate with other teams, resolve conflicts, and contribute to a positive team culture
- Reduced customer complaints by promptly identifying problems and implementing effective solutions.
Real Time Analyst
Salmat Services Inc.
12.2016 - 11.2017
- Optimized workforce distribution by analyzing historical data and trends in realtime.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Monitoring call queues and agent availability in real-time.
- Ensuring schedule adherence and making adjustments as needed.
- Balancing call distribution and handling escalations.
Customer Service Representative
Salmat Service Inc
03.2015 - 12.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolving toll payment issues and disputes
- Recording customer interactions and maintaining accurate data
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Identifying opportunities for process improvement and compliance with company policies.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Associate of Science - Computer Installation And Repair Technology
ACCESS Computer College
03.2007
Skills
- Revenue Generation
- Account management
- Client Service
- Account Servicing
- Documentation and Reporting
- Performance Analysis
- Coaching and Mentoring
- Customer Service
- Email Management
- Shift Scheduling
- Data Analysis
- Real-Time Monitoring
Timeline
Senior Customer Support Representative
Wheelzy
2024.01 - Current
Account Manager
Seller Interactive
11.2022 - 06.2023
Team Leader
Probe CX, (Formerly Salmat Service Inc.)
01.2019 - 11.2022
Senior Customer Service Agent
Probe CX, (Formerly Salmat Service Inc)
11.2017 - 12.2018
Real Time Analyst
Salmat Services Inc.
12.2016 - 11.2017
Customer Service Representative
Salmat Service Inc
03.2015 - 12.2016
Associate of Science - Computer Installation And Repair Technology
ACCESS Computer College
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