Bryan Vladimir Sideos Ramirez

In this role, I manage a high volume of customer interactions through the Zendesk CRM platform, providing support to residents using Flex to split their rent payments. I assist customers throughout the payment cycle, especially during peak payment weeks, ensuring accurate, empathetic, and timely resolutions while maintaining high service quality and performance standards.

• Managed a high volume of customer inquiries via Zendesk, providing timely and accurate support regarding rent payment status, account activity, and Flex services.
  Assisted customers primarily through email, resolving payment-related questions while delivering clear, professional, and customer-focused communication.
• Provided compassionate support to customers experiencing financial hardship or facing eviction, carefully reviewing each case with attention to detail and empathy.
• Worked to identify and process hardship assistance opportunities, helping eligible customers access available payment support options.
  
• Utilized multiple platforms including Zendesk, Stripe, and Atlassian to investigate accounts, process requests, and deliver comprehensive customer support.
  
• Maintained effective cross-functional communication through Slack, collaborating with internal teams to resolve customer issues efficiently.
  
• Followed and regularly reviewed Standard Operating Procedures (SOPs), staying informed about new application features, policy updates, and operational changes communicated through Slack.
  
• Consistently met and exceeded queue performance KPIs, contributing to customer satisfaction, operational efficiency, and performance incentive goals.
  
• Demonstrated strong attention to detail when handling sensitive financial information while ensuring compliance with company policies and security standards.

In this position I get a high experience in B2B business directly with organizations/organizers. This position was related to an website that provides ticketing services such as events, seminars, conferences and other activities. Also this improved my skills understanding taxes procedures, law requirements related to organization regulations.

• Developed strong B2B and B2C product expertise, delivering customized solutions and enhancing client satisfaction for each organization
• Oversaw the creation of venue map concepts and optimized ticketing type selections to enhance event planning and customer experience.
• Guided organizations in developing effective strategies to successfully meet objectives and optimize outcomes for every event.
• Utilized APIs and web-hooks to monitor sales, attendee reports, and real-time event data, enhancing event tracking and analytics.
• Collaborated with organizations to design visually appealing pages, optimizing layout, user engagement, and payment options across multiple currencies.
• Assisted organizations with Stripe verification to ensure compliance with federal tax requirements.
• Supported non-US organizations in meeting international tax obligations, including HMRC in the UK and processes in island nations and other jurisdictions.
• Strengthened written communication and Salesforce expertise to improve organizational communication, streamline case typification, and manage organizer relationships effectively.
• Gained extensive B2C sales experience by offering services to a diverse portfolio of new and existing organizations.
• Negotiated plans and contracts with organizations, leveraging strong client relationships to secure the most beneficial agreements.
• Led contract negotiations between organizations and the company to secure service fee agreements, strengthening client engagement and leveraging established relationships.
• Managed high-value contract processes with consistently strong renewal rates, while maintaining open negotiation opportunities to support organizational needs.
• Assisted organizations in making strategic decisions to boost sales revenue by providing options to develop ads and advertising campaigns across multiple platforms.
• Gained valuable experience in corporate sales of Microsoft 365 services, applying foundational knowledge of the MS-900 certification.

In this position I get the knowledge of chat support, I worked with clients who had money transfers, guiding they self through the app, and helping others agents in physical stores.

• Gained key knowledge of Genesis and Omni-channel systems to manage all customer interactions.
• Applied KYC procedures and established workflows to ensure all transactions and customer accounts remained compliant with local and federal laws.
• Enhanced typing and grammar proficiency to provide precise, professional, and easily understandable information.
• Gained experience managing a small portfolio of customers in the CRM system, conducting follow-up interactions in Portuguese.
• Developed proficiency in handling international customer interactions during graveyard shifts, improving content delivery, interaction quality, and adherence to QA metrics.
• Enhanced multitasking skills by reviewing documentation in X-Ray systems, managing email interactions, and maintaining real-time communication with customers.
• Handled real-time calls while reviewing legal documentation to inform customers about potentially fraudulent transactions.
• Supported anti-fraud and anti-money laundering initiatives by identifying suspicious activities and taking critical real-time decisions to mitigate risks.

In this position, I started to understand the concerns and terms of the financial position of each client, transactions, communication within companies and third-party entities.

• Acquired valuable knowledge of Salesforce to facilitate communication between companies, third-party entities, and clients through follow-up interactions.
• Adapted to different customer interactions and leveraged product knowledge to improve performance in the customer service role
• Facilitated clear communication between banks and customers, reducing the risk of fraudulent transactions.
• Gained valuable experience using Microsoft 365 for internal communication between agents, supervisors, and managers.
• Maintained a neutral approach to understand customer concerns and provide polite, effective resolutions.Leveraged Atlassian systems to adhere to SOPs and bank policies, ensuring accurate and compliant client communications.
• Gained experience effectively communicating with customers with diverse accents and communication styles.
• Learned QA rubrics and participated in workshops that prepared me for a QA monitor role.

My first call center experience was in the Internet and Cable industry, where I developed a strong foundation in customer service and enhanced my skill set.

• Utilized CRM systems to accurately document and maintain customer profiles
• Leveraged Cisco tools to categorize customer concerns and ensure accurate resolution tracking.
• Followed SOPs in the Atlassian system to take appropriate action in each scenario.
• Introduced and implemented a QA guide to ensure consistent, high-quality customer interactions.
• Developed strategies to de-escalate upset customers and handle stressful situations, improving interaction outcomes.
• Applied product knowledge and technical tools to efficiently troubleshoot and resolve customer issues
• Demonstrated professionalism and proficiency in developing product-related skills to prepare for higher responsibilities within the company.