Ariel Ramos

Experience

• 

  Sitel

  Mar 2012 - Sept 2017

  Customer Service Team Lead
• 

  Foundever

  Sept 2018 - Sept 2023

  With over a decade of experience as a Call Center Team Manager, I've overseen diverse functions, including customer service, technical and sales support, and back-office operations. At the heart of my role is team leadership, where I've cultivated a culture of collaboration and accountability, nurturing the growth of my teams.Customer service excellence has been paramount. I've diligently monitored call quality, resolved escalated issues, and devised strategies to enhance the customer experience.In managing technical and sales support teams, I've ensured they're well-equipped with product knowledge and tools. Staying updated on technology trends has enabled us to address technical challenges swiftly.Leveraging my data analyst background, I've championed data-driven decision-making. Key performance metrics have guided our efforts, identifying trends, bottlenecks, and improvement areas, leading to increased efficiency.Optimizing back-office operations has been a priority. I've streamlined processes, reducing operational costs, and improving workflow efficiency, encompassing documentation management, resource allocation, and compliance.In summary, my tenure as a Call Center Team Manager embodies a commitment to excellence, seen in leadership, customer service, technical support, data-driven strategies, and back-office efficiency. Show less

  • Customer Service Team Manager

    May 2022 - Sept 2023

  • Support Team Lead

    Sept 2018 - Sept 2023