Kasia Ramjohn

- Provides exceptional customer service by handling an average of 250-400 calls per month, actively listening to member concerns and ensuring timely and effective resolutions that improve customer satisfaction
- Maintains an 82.4% first-call resolution rate by accurately assessing issues, summarizing concerns back to members for clarity, and walking them through solutions to ensure confidence and understanding
- Ensures customer records are accurate and up to date by verifying HIPAA information on every call, confirming contact details to prevent communication issues and support seamless member engagement
- Collaborates with Operations Experts 3-5 times per week on complex inquiries, leveraging team knowledge to find solutions that reduce delays and improve the overall member experience
- Handles difficult customer interactions with professionalism and empathy by allowing members to fully express concerns without interruption, summarizing key issues, and providing clear guidance to build trust and ease frustrations
- Reduces call handling time by mastering internal systems, quickly locating information, and guiding members efficiently while ensuring they feel heard and valued
- Receives positive customer feedback through surveys and "kudo calls" for professionalism, communication skills, thoroughness, and follow-through, reinforcing the impact of a patient and detail-oriented approach
- Stays ahead of evolving policies and system updates by completing all required training modules and voluntarily engaging in additional learning opportunities to expand expertise and better assist members
- Assisted 3,494 members in 2024, consistently delivering high-quality support, improving workflow efficiency

- Delivers safe and timely transportation services, completing 403 rides over four years while ensuring a positive and comfortable experience for passengers
- Maintains a five-star customer satisfaction rating by delivering courteous service, following preferred routes when requested, and accommodating passenger needs for music, temperature, and comfort
- Optimizes ride efficiency by following GPS navigation, helping passengers feel secure while ensuring adherence to the most direct and time-saving routes
- Follows all traffic laws and safety regulations, prioritizing passenger well-being and smooth ride experiences through defensive driving techniques
- Receives recognition from passengers through generous tips and positive feedback, as well as incentives and bonuses from Lyft for maintaining high ratings and exceptional service
- Handles customer concerns with professionalism by addressing common requests such as temperature or music adjustments, ensuring a personalized and enjoyable experience for each ride
- Maintains a clean, sanitized, and well-functioning vehicle by performing regular interior and exterior cleaning, checking fluid levels, oil, fuel, and tire pressure to ensure a safe and reliable ride for every passenger
- Manages ride schedule flexibly, driving on an as-needed basis to supplement income while balancing personal commitments and market demand for peak earning potential

- Facilitated personalized insurance consultations, using Primerica’s conversational approach to help clients identify their needs and select the best life insurance policies without feeling pressured
- Sold term life insurance policies with an average premium of $75 per client, guiding individuals and families through the process to ensure financial security and peace of mind
- Maintained strong client relationships by establishing open lines of communication, ensuring policyholders felt supported beyond the initial sign-up process
- Educated clients on coverage options, premiums, and payment structures, making complex policy details easy to understand and helping clients make informed financial decisions
- Attended the African American Leadership Conference (AALC) and Primerica Convention to stay informed on industry best practices, product updates, and professional development opportunities
- Collaborated with clients to gather necessary documentation for claims processing and policy management, ensuring smooth administrative support when needed
- Developed expertise in needs analysis and insurance planning by consistently refining product knowledge through training sessions, meetings, and industry seminars

- Managed a team of 3 sales associates and 2 personal trainers, overseeing hiring, training, and performance to ensure a motivated and customer-focused staff
- Brought in new gym members each month by fostering a welcoming environment, engaging with prospective clients, and implementing targeted promotional strategies
- Improved customer retention by building strong relationships with members, creating a positive and safe workout space, and ensuring staff provided exceptional service
- Handled all hiring and termination decisions, ensuring the gym was staffed with high-performing employees who aligned with company values and customer service standards
- Directly addressed customer complaints by assessing concerns, offering reasonable solutions when possible, and clearly explaining policies to maintain transparency and trust
- Organized two promotional events per quarter, including in-gym business showcases with group fitness classes, product sampling, and community outreach efforts at local festivals and marathons
- Ensured a clean and safe environment by maintaining gym facilities, enforcing sanitation protocols, and addressing maintenance needs to provide members with a high-quality workout experience
- Represented the gym at local marathons and 5K races by hosting warm-ups, cool-downs, and group stretches, strengthening brand presence within the fitness community

- Supervised a team of 7 kitchen staff per shift, ensuring smooth operations across grill, food prep, line service, expo, and cashier stations
- Managed inventory by monitoring stock levels, implementing FIFO (First In, First Out) rotation, and ensuring proper portioning to maintain freshness and minimize waste
- Reduced food waste by enforcing portion control, tracking waste through end-of-night weigh-ins, and ensuring accurate order entries at the register, leading to a more cost-efficient operation
- Ensured food safety and quality by maintaining proper storage temperatures, monitoring food handling procedures, and training staff on sanitation and health standards
- Trained and mentored employees on food preparation, equipment use, and portion sizing, improving consistency and efficiency across all kitchen operations
- Scheduled and coordinated shift coverage across three daily shifts, maintaining a well-balanced and adaptable team while cross-training staff for flexible coverage
- Improved customer satisfaction by fostering a welcoming atmosphere, engaging with customers, and ensuring high-quality food and service standards were consistently met
- Maintained a fast-paced kitchen environment in a high-traffic airport location, ensuring efficiency while upholding Chipotle’s standards for fresh and flavorful meals