Esteban Ramirez

BACHELOR'S DEGREE IN MODERN LANGUAGES APPLIED ESTEBAN ANTONIO RAMÍREZ MORANTE Mexican, 36 years old 10 Pte 930 x 11 Nte San Pedro Cholula, Puebla. Home:- Cel:--- PROFESSIONAL PROFILE Extensive experience in the Operations and Quality areas supervising personnel, business development, multi-unit supervision and information analysis. SKILLS Management and personnel Supervision Result Oriented Negotiation with suppliers Teamwork and leadership Proactive ACADEMIC STUDIES AUGUST 2003 - JULY 2007 Bachelor's Degree in Modern Languages Applied Universidad Autónoma de Tlaxcala Parcial Certificate (8° Semester) CERTIFICATIONS 2013 INTERNATIONAL CERTIFICATION FOR TRAINING OF TRAINERS (CONSTANCY) 2009 CERTIFICATE OF COACHING FOR QUALITY ANALYSTS (TELVISTA) 2007 TOEFL 620 PTS. (CENTRO UNIVERSITARIO ANGLOAMERICANO PUEBLA). 2007 CERTIFICATE OF INTERPRETER WITH NORTH AMERICAN STAFF "OPHTHALMOLOGICAL DAY" (H. AYUNTAMIENTO CONSTITUCIONAL DE CHIAUTEMPAN) PC SOFTWARE OFFICE SUITE AND G SUITE  TICKETING SYSTEMS (FRESHDESK, ZENDESK, GITLAB) AT THE PROFESSIONAL EXPERIENCE SEPTEMBER 2017- TO DATE REDEAM, Technology Company USA (REMOTE) Area: Operations Position: Customer Success Analyst In charge of making daily, weekly and monthly reports. Customers are updated in Pipedrive and in files in Google Drive. Tablets are remotely programmed for different clients. Information is updated in Zendesk. Freshdesk tickets are reviewed. Tickets are raised in Gitlab. Vouchers are processed for different customers and resellers. The clients´ inboxes are daily checked and their bookings are processed manually in Excel, and from there the tickets are displayed in Gitlab. Constant usage of: Google Docs, Google Sheets, Google Drive, Gmail, Excel, Adobe, Jing. _________________________________ AUGUST 2015- TO DATE BILL GORDON & ASSOC, Law firm USA (REMOTE) Area: QA/Operations Position: Analyst/Mentor QA: QA Analyst. In charge of reviewing daily reports. There are monitoring activities and review of requisitions that are sent to lawyers, suppliers and clients. Operations: Responsible for making medical requisitions, medical records processing, invoices and supplier information. In charge of updating the information of both the Judges and the SSA offices. As a mentor, responsible for training and providing constant feedback to the agents. Various activities to support legal assistants. Constant usage of: Remote Desktop, Excel, Word, Outlook, Jing, Adobe and NITRO. SEPTEMBER 2014-JUNE 2015 FIRST CASH, Pawnshop Puebla, Pue. Phone: - Area: Operations Position: REGIONAL SUPERVISOR Regional Supervisor of branches of American pawnshops. Have been gone through all the positions within the units to understand each of the functions. Appraisals of all types of articles are made, loans are authorized, reports of pawns / purchases, sales / loans, jewelry counts, are analyzed. Daily results are reviewed on average transactions, daily clients, recoveries, average loans, projections, financial statements. Staff is trained in the articles divisions, jewelry review, and electronic items. The weekly schedule is created, the floor areas are assigned to the associates. The payroll is set up based on the hours worked. _________________________________ OCTOBER 2013 – SEPTEMBER 2014 TELEPERFORMANCE, Call Center Puebla, Pue. Phone: - Area: Quality Assurance Job Position: QA SALES VERIFIER Customer care, tech support and billing specialist. Speaking with Comcast customers in the Beltway region. Providing billing explanations, video tech support, arranging tech visits. Being in charge of the sales audits, verifying that all the sales procedures are followed up, also that no agent adds a LOB to a customer that doesn´t want it. Call monitoring to make sure that policies and goals are met. Helping to increase the sales compliance along with the sales supervisor by providing feedbacks to the managers and floor supervisors.