Ivan Ramirez

Experience

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  H&M

  Aug 2007 - Feb 2018

  Sales Assistant

  •Engaged with customers in a proactive and approachable manner to understand their needs and provide personalised assistance throughout the shopping experience.•Collaborated with team members to maintain an attractive and organised store layout, including restocking shelves, arranging displays, and ensuring product availability.•Monitored inventory levels and communicated stock requirements to management to ensure optimal product availability for customers.•Actively promoted sales initiatives, including special promotions, discounts, and loyalty programs, to drive customer engagement and increase sales revenue.•Identified upselling and cross-selling opportunities to maximize sales potential and enhance the customer shopping experience.•Contributed to a positive and collaborative team environment by supporting colleagues, sharing knowledge, and working together to achieve sales targets. Show less

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  Inditex

  Mar 2018 - Aug 2018

  Customer Service & Stock Assistant

  •Provided exceptional customer service by greeting and assisting customers in a friendly and professional manner.•Maintained a neat and organised store environment by restocking shelves, arranging displays, and ensuring product availability.•Assisted with inventory management tasks such as receiving, unpacking, and stocking merchandise according to company standards.•Monitored product levels and communicated inventory needs to management to prevent stock shortages.•Conducted regular inventory counts and participated in inventory reconciliation processes to ensure accuracy.•Upheld store policies and procedures regarding the stockroom activities. Show less

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  The Merrion Hotel, Dublin

  Aug 2018 - Feb 2019

  Housekeeping Assistant

  •Responded promptly to any client requests or concerns regarding cleanliness and comfort.•Paid special attention to client preferences and personalised their experience through tailored housekeeping services.•Maintained high standards of cleanliness and organisation in client-facing areas such as lobbies, reception areas, and meeting rooms.•Daily inspected client rooms to ensure they met our standards of cleanliness and comfort.•Anticipated and addressed any potential client needs or concerns before they arose.•Collaborated with other staff members to ensure seamless coordination and exceptional service delivery for our clients.•Upheld confidentiality and discretion when handling client belongings or requests.•Continuously sought feedback from clients to improve our housekeeping services and exceed their expectations. Show less

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  Accenture

  Feb 2019 - Nov 2023

  •Led a team of 40 Spanish-speaking content reviewers/moderators, with occasional coverage for other language teams as needed.•Audited and implemented action plans to enhance quality, including weekly shadowing sessions with the team, set up workstation documentation, and refresh tests.•Generated and presented QA progress reports weekly to the Client, Team Leads, Global Managers, and direct QA manager, highlighting key insights and advising areas for improvement.•Conducted regular 1:1s with Spanish, Portuguese, and English teams to ensure alignment and address concerns with the Team Leads.•Analysed weekly Root Cause Analysis (RCA) to identify and label errors, presenting findings via the internal dashboard to facilitate process improvement discussions.•Assessed quality trends and identified potential risks within SLA-driven to balance with scalability, providing proactive recommendations to project leadership for mitigation strategies. •Played a key role in the Violence Extreme Project, actively identifying urgent daily tasks to ensure efficient and prompt execution.•Provided timely feedback to agents, ensuring adherence to approved guidelines, procedures, and processes to foster consistency in quality output.•Conducted training sessions for team members and new joiners, aligning with client policies for continuous improvement and to achieve monthly targets.•Served as the primary escalation point for process-related queries, issues, and resolutions, handling 2-3 escalations daily and collaborating effectively with Team Leads for problem-solving.Achievements:•Ensured adherence to quality standards and client expectations, achieving and surpassing bi-weekly SLA targets of 95%, with quality increasing to 98%.•Developed a comprehensive Standard Operating Procedure (SOPs), featuring detailed diagrams and streamlined information for increased efficiency. The procedure was later adopted by other teams, enhancing overall operational effectiveness by 30%. Show less •Recognised for outstanding performance and quality, surpassing targets of 125 video reviews to 145 video reviews per day.• Successfully worked in the Violence Extreme project including Hate Speech & Harassment and Child Safety, adhering to urgency and emergency protocols to ensure a swift and efficient response.•Processed incoming requests about workflow procedures (between 25 and 50 accounts and appeals) and meticulously evaluated them in alignment with Policy Compliance guidelines, executing appropriate actions with a focus on high-quality outcomes, speed, compassion, and accuracy.•Audited thorough examinations of accounts to identify policy violations, while also discerning various languages for proper classification and routing to designated language queues.•Reviewed daily flagged accounts suspected of containing potentially sensitive content, meticulously ensuring compliance with the policies and regulations of the respective countries.•Promptly addressed notifications of potentially sensitive information, engaging in validation and conducting in-depth investigations with unwavering accuracy and exceptional attention to detail.•Demonstrated disciplined work ethic by adhering to structured work-break schedules and maintaining active participation in queues until completion, with a commitment to never vacating without coverage.•Prioritised tasks effectively, documenting Team Lead directives for task sequencing, and seamlessly transitioning to alternate queues during downtime to maximise productivity.Achievement:•Improved customer service quality by 20% through the implementation of a comprehensive document containing targeted questions from collaborators for the client, resulting in clarification of ambiguous policy points by the entire team. Show less •Demonstrated cultural savvy and judgement in assessing content appropriateness for the target of different countries’ audiences including Latin America and Europe regions.•Ensured accuracy and meticulous attention to detail in content review processes with over 96% of quality.•Evaluated content based on predefined criteria and guidelines, providing feedback for QAs and Team Leads.•Upheld compliance with legal and ethical standards in content creation and distribution, attending recycling training at least once a month.•Stayed updated on industry regulations and best practices for content moderation.Achievement: •Proactively created a comprehensive document facilitating the seamless and efficient translation of various slurs across multiple languages. This resource significantly enhanced productivity and accuracy by around 60% in our daily tasks, streamlining the process of addressing sensitive language nuances. Show less

  • Quality Assurance Analyst

    Mar 2022 - Nov 2023

  • Content Reviewer

    Jan 2020 - Mar 2022

  • Content Moderator (Provided by Hays)

    Feb 2019 - Jan 2020
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  Covalen

  Jul 2024 - now

  Quality Specialist