Viktoria Ramirez Customer Support Representative at ReMar Review

Founder

PrioShift

Dec 2025 - Current (9 months)

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CS Ops Manager | CSM

Shethriveco

Aug 2025 - Jul 2026 (1 year)

Served as an embedded leader and consultant focused on driving customer success, operational efficiency, and performance stabilization for the client’s support team. Directly addressed critical communication delays and implemented sustainable process improvements. Key Responsibilities & Achievements: • Critical Backlog Resolution: Led the rapid diagnosis, execution, and recovery plan to eliminate a severe customer messaging backlog (5,000+ unresolved messages accumulated from the previous months before joining the team), successfully returning the support inbox to operational stability and ensuring timely communication in a matter of weeks. • Operational Consulting: Conducted a comprehensive analysis of existing customer support processes

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Head of Customer Support

Cloggs US

Jul 2025 - Current (1 year 2 months)

Led a complete operational turnaround for the customer support department, transforming performance, scaling the team, and implementing strategic processes that directly impacted key financial metrics like chargeback and refund rates. Key Responsibilities & Achievements: • Operational Turnaround and Scalability: Grew the customer support team from 3 to 7 agents while simultaneously eliminating a consistent messaging backlog of 1,500 to 2,000+ tickets, achieving and maintaining daily on-track performance for the first time. • Financial Impact & Risk Mitigation: Established critical Standard Operating Procedures (SOPs) and implemented communication guidelines that reduced the company's chargeback rate from 3% to 1% within the first month, an

Coach | Team Lead

Aventus

Sep 2024 - Oct 2025 (1 year 2 months)

• Oversee campaign operations, team management, and performance monitoring to ensure that all operational aspects are efficient and effective. • Analyze data to provide clients with actionable insights and implement initiatives to optimize business processes. • Conduct detailed performance reports and calibrations and share strategic plans and findings with clients to drive improvement. • Coach agents to meet and exceed KPIs, such as Customer Satisfaction (CSAT) ratings, First Response Time, Average Handling Time, and Average Resolution Time, across a variety of channels. • Investigate trends in customer dissatisfaction and manage escalation communications effectively and promptly. • Facilitate customer outreach efforts to improve ratings a

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Owner

Fluffeteria

Feb 2024 - Current (2 years 7 months)

Founded a pet supplies shop providing essential products to pet owners. Currently transitioned to one hero product, wood pellet cat litter, and promoting a more environmentally friendly litter option locally for cat owners.

Team Lead | Account Manager

VIDA Select

Oct 2022 - Sep 2024 (2 years)

Oversee team operations, client accounts, performance monitoring, quality assurance, and collaboration with internal departments to enhance team performance and processes. Develop strategies and support customer success by addressing low-performing accounts, providing Matchmakers with actionable next steps, conducting account reviews, and ensuring escalated cases are on schedule. Train new team members during onboarding. Work with the Leadership team on process updates, create Standard Operating Procedures (SOPs) and training materials, and launch new processes and workflow updates to enhance team productivity and efficiency. Interview potential new hires and participate in final candidate evaluations. Coach team members, gather perfor

Customer Support Representative

ReMar Review

Oct 2021 - Current (4 years 11 months)

Account Manager

VIDA Select

Oct 2021 - Sep 2024 (3 years)

Manage client accounts while serving as the liaison between clients and internal teams to ensure a smooth and satisfactory client experience. Ensure efficiency in the team’s hour usage and that monthly goals are achieved for each client account. Strategize for success based on available client data, ensuring the team meets monthly package targets and projections. Onboard clients, interview on video or call, facilitate account and profile set up with departments involved, going live and coordinating with all team members to execute discussed strategies for success Ensure clients' regular monthly renewals, client retention

Real Estate VA

STARTVIRTUAL

May 2021 - Oct 2021 (6 months)

Brokerage Service Associate

Sykes

Apr 2020 - Mar 2021 (1 year)

• Assisting Financial Advisors and their staff for money movement transactions, general inquiries, case escalations and other client requests • Submit escalations to appropriate back office team through case and keeping track of progress to ensure they are met within deadline • Follow up with Advisors and staff through e-mail, call back or chat • Coordinate with other departments when necessary

Captioning Specialist

Sykes

Apr 2019 - Apr 2020 (1 year 1 month)

• Real-time voice captioning for live US programs including local news, sportscasts, and shopping networks • Transcribing events to text following style guide • Research on assigned event prior to scheduled live captioning • Training AI system used for speech-to-text recognition ensuring high accuracy output (97% and up target)

Customer Care and Sales Associate

Ibex

Nov 2015 - Apr 2019 (3 years 6 months)

Front line for a US Telco company. Worked in different LOBs such as billing, promotions, high frequency callers, and sales. Subject Matter Expert • Support for agents in training and production for product knowledge and process • Taking supervisory/escalation calls • Did coaching, side by side, and skills transfer with focus agents • IBEX VIP 2016 Qualifier • IBEX VIP 2018 Qualifier

Viktoria Ramirez

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