Carlo Ramirez

Dedicated professional with over 13+ yrs of experience in customer service, technical support, and financial advisory roles. Proven ability to lead teams and manage client relationships, demonstrated by experience as a Team Leader and Product Ready Trainer. Holds a passing certification for the Insurance Commission Licensure Exam, highlighting a commitment to professional development.

Eager to Leverage extensive communication and problem solving skills to contribute to client success and organizational goals.

Customer Service/Technical Support Representative at SYNNEX-Concentrix Corp (2008-04 – 2011-01)

• Provided frontline technical support and customer service to a diverse clientele
• Resolved product and service issues through troubleshooting and technical guidance
• Maintained customer satisfaction by addressing inquiries and concerns promptly

Billing and Sales Representative at Sutherland Global Services (2011-03 – 2013-02)

• Managed billing inquiries and processed payment accurately
• Delivered exceptional customer service via inbound phone calls
• Ensured adherence to company policies and service level agreements
• Executed sales strategies to promote products and services, meeting targets
• Assisted customers with account management and billing discrepancies
• Addressed customer issues, providing effective solutions and support

Customer Service Representative at Convergys Davao (2013-09 – 2014-12)

• Delivered exceptional customer service via inbound phone calls
• Addressed customer issues, providing effective solutions and support
• Ensured adherence to company policies and service level agreements

Floor Support at Convergys Davao (2015-01 – 2016-12)

• Provided on-the-floor assistance and guidance to customer service representatives
• Monitored agent performance and workflow, identifying areas for improvement
• facilitated agent development through coaching and real-time support

Product Ready Trainer at Convergys Davao (2017-07 – 2017-12)

• Developed and delivered training programs for new and existing customer service representatives
• Ensured trainees acquired necessary product knowledge and service skills
• assessed trainee performance and provided feedback for development

Team Leader 1800 Flowers at Convergys (2018-02)

• Supervised and guided customer service representative's for the 1800 flowers account
• Coached team members to achieve performance targets and enhance service quality
• Managed team schedules and ensured operational efficiency

Resolutions Specialist at Convergys Davao (2018-05 – 2019-02)

• Investigated and resolved complex customer complaints and issues
• Analyzed root cause of problems to implement lasting solutions
• Collaborated with other departments to address customer concerns effectively

Financial Advisor at Aia Philam Life (2019-02 – 2021-04)

• Provided financial planning and advice to clients, assessing their needs
• Developed and presented customized investment and insurance solutions
• Cultivated client relationships, ensuring long-term financial well- being

Introducing Broker at Sky Alliance Markets (2021-07 – 2023-03)

• Facilitated financial transactions and brokered market opportunities for clients
• Managed client portfolios and provided market insights
• Ensured compliance with financial regulations and company policies

Bachelor of Communication Arts in Communication Arts – University of the Immaculate Conception (2004 – 2008)