Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic
Jhoel Ramirez Sanchez

Jhoel Ramirez Sanchez

Santo Domingo Norte

Summary


Experienced customer service professional with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for flexibility and reliability, adapting to changing needs while maintaining high standards. Proven ability to enhance customer satisfaction and drive positive outcomes.

Overview

10
10
years of professional experience
1
1
year of post-secondary education
3
3
Languages

Work History

Senior Customer Service Advisor

Concentrix
Santo Domingo, Nacional
12.2021 - 12.2024
  • Enhanced customer satisfaction by promptly addressing and resolving complex issues.
  • Introduced innovative solutions that increased first-call resolution rates across the department.
  • Mentored junior advisors, fostering a culture of continuous learning and development.
  • Promoted adoption of new technologies designed to streamline workflows, resulting in shorter wait times for callers seeking assistance.
  • Championed company values by consistently exhibiting excellent interpersonal skills when interacting with colleagues and customers alike.
  • Cross-trained and provided backup support for organizational leadership.
  • Managed approximately 60 plus incoming calls per day from customers.

Customer Service Advisor

Concentrix
02.2021 - 12.2021
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Contributed to team meetings with valuable input, fostering a collaborative work environment.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Collections Supervisor

KM2 Solutions
Santo Domingo, Nacional
09.2017 - 10.2021
  • Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
  • Established performance metrics to evaluate team success and identify areas for improvement.
  • Worked with customers and collections representatives to monitor documentation, reduce customer disputes and collect invoices in timely fashion.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
  • Acted as central point of contact for both employees and customers on routine credit and collection issues.
  • Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
  • Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
  • Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
  • Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.

Collections Agent

KM2 Solutions
Santo Domingo, Nacional
09.2014 - 09.2017
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Counseled debtors on payment options and arranged installment agreements.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Negotiated to collect balance in full.
  • Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
  • Used probing techniques to determine debtors' reasons for delinquency.

Education

No Degree - Coursework

INFOTEP
Santo Domingo, Dominican Republic
09.2019 - 11.2019

English Inmmersion Program -

Universidad Interamericana(UNICA)
Santo Domingo, Dominican Republic
10.2013 - 11.2014

Skills

Complaint Handling

Task Delegation

Call Center Experience

Analytical Thinking

Call Center Operations

Customer Data Confidentiality

Self motivation

Decision-making

Teamwork

Team Monitoring

Floor Supervision

Knowledge of Regulations (FCRA, ECOA, SCRA)R

Software

Microsoft word

Microsooft power point

Microsoft excel

Timeline

Senior Customer Service Advisor

Concentrix
12.2021 - 12.2024

Customer Service Advisor

Concentrix
02.2021 - 12.2021

No Degree - Coursework

INFOTEP
09.2019 - 11.2019

Collections Supervisor

KM2 Solutions
09.2017 - 10.2021

Collections Agent

KM2 Solutions
09.2014 - 09.2017

English Inmmersion Program -

Universidad Interamericana(UNICA)
10.2013 - 11.2014

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Jhoel Ramirez Sanchez