Jessica Ramirez Fragoso

Experienced Customer Service Specialist with more than 8 years of success in enhancing customer satisfaction and building strong client relationships. Demonstrates excellent problem-solving abilities, initiative, and a collaborative approach to achieving team objectives

Operations and Payments Specialist at Cargosprint (2021-09 – Present)

• Process optimization by identifying workflow inefficiencies and implementing improvements to enhance productivity and operational efficiency.
• Ensured compliance with company policies, procedures, and industry regulations while maintaining high-quality service standards.
• Provided customer support through phone and email channels, delivering timely and effective resolutions.
• Delivered technical support through remote assistance, troubleshooting account-related issues on the company portal and guiding customers through payment processes.
• Trained and onboarded new team members within the Payments and Customer Service departments.
• Utilized CRM and communication platforms, including Salesforce, Service Cloud, Front, and 8x8, to manage customer interactions and case resolution.
• Directed customers to the appropriate departments to ensure personalized and specialized assistance.
• Served as a Department Culture Ambassador, promoting employee engagement, collaboration, and a positive workplace environment.

Customer Service Representative at TATA (2020-01 – 2021-12)

• Assisted customers with inquiries, complaints, and service requests, ensuring timely and satisfactory resolutions.
• Provided detailed information about products and services to help customers make informed decisions.
• Responded to customer questions and concerns with professionalism, empathy, and accuracy.
• Built positive customer relationships by delivering exceptional service and maintaining a customer-focused approach.
• Resolved issues efficiently while ensuring high levels of customer satisfaction and retention.

Trainer at Alorica (2017-01 – 2019-12)

• Designed and delivered training programs for new employees, ensuring successful onboarding and proficiency in company processes, tools, and procedures.

On Job Training (OJT) at Alorica (2017-01 – 2017-12)

I was responsible to assist and do floor support for the new hires while on training.

Customer Service Representative at Alorica (2016-01 – 2017-12)

• Provided exceptional customer service by answering questions, addressing concerns, and resolving complaints in a timely and professional manner.
• Identified customer needs and implemented appropriate solutions to ensure customer satisfaction.

Gastronomy – Universidad Tecnologica de Nayarit (2011-01 – 2015-12)