Stephanie Ramirez Gutierrez
Customer Care Supervisor
Heredia,
Summary
Qualified Customer Care Supervisor with a proven track record at Experian, enhancing staff accountability and driving performance improvement. Skilled in problem-solving and time management, I effectively resolved escalated customer issues, fostering loyalty and satisfaction. Implemented quality assurance measures that elevated service standards. Committed to employee development and compliance.
Overview
8
8
years of professional experience
Work History
Customer Care Supervisor
Experian
05.2021 - Current
- Established clear performance expectations, resulting in improved staff accountability and consistency with productivity.
- Managed escalated inbound and outbound calls professionally, resolving customer concerns in a timely manner.
- Support employee development to improve their skills, gain knowledge and advance in their careers.
- Implemented quality assurance measures to ensure adherence to compliance standards and internal policies.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans if necessary.
- Monitored compliance risks.
Customer Service Representative
Experian
06.2017 - 2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes and handling complaints
- Enhanced customer satisfaction by addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Agent Resource Team: Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
Education
Business Administration
Universidad San Juan De La Cruz
Heredia, Costa Rica 05.2001 -
High School Diploma -
Liceo Anastacio Alfaro
San José, Costa Rica 05.2001 -
Skills
Time management abilities
Performance improvement
Multitasking and prioritizing
Problem-solving abilities
Analytical skills
Strong leadership
Timeline
Customer Care Supervisor
Experian
05.2021 - Current
Customer Service Representative
Experian
06.2017 - 2021
Business Administration
Universidad San Juan De La Cruz
05.2001 -
High School Diploma -
Liceo Anastacio Alfaro
05.2001 -