Open to opportunities

Earl Ramirez

@earlramirez

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Customer-success focused BPO specialist driving adoption and retention.

Philippines

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What I'm looking for

I seek a customer-focused role where I can drive adoption, improve retention, solve complex technical issues, and contribute to revenue growth within a collaborative, growth-oriented team.

I am a dedicated BPO professional with over 8 years of experience supporting customers across SaaS, telecom, and e-commerce environments. I have built trusted relationships to drive product adoption, retention, and renewals while handling escalations and technical issues.

At Sutherland Global Services I supported Cisco Webex as a Customer Success Manager focused on proactive adoption and renewals, provided Tier 2 technical support for Windstream Enterprise, assisted SMBs with QuickBooks at Intuit, and delivered e-commerce support for Digital River. I consistently aligned product usage with business goals to increase retention and resolved complex technical and billing issues for mid-market and enterprise customers.

I combine technical troubleshooting, sales enablement, and strong multi-channel communication (phone, email, chat) with diligent administrative and data-management practices. I am motivated to help teams improve customer satisfaction, drive adoption, and support scalable renewal strategies.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Sutherland Global Services

Jan 2021 - Present (5 years)

Managed proactive adoption and renewals for Cisco Webex, building trusted customer relationships and increasing retention by aligning product usage with business goals.

Customer Success Management Renewals Customer Relationship Management Email Support Phone Support Salesforce Lightning Webex

Tier 2 Technical Support

Sutherland Global Services

Jan 2019 - Jan 2021 (2 years)

Provided advanced troubleshooting and ticket management for telecom and networking services, resolving escalated issues for mid-market and enterprise U.S. customers.

Troubleshooting Ticketing Networking Unified Communications Phone Support Email Support

Customer Service & Sales Specialist

Sutherland Global Services

Jan 2018 - Jan 2019 (1 year)

Supported SMB customers on QuickBooks via phone and chat and contributed to sales growth through product recommendations and upgrades.

Customer Support Sales Quickbooks Chat Support Phone Support SMB Product Recommendations Upselling

Customer Service Representative

Sutherland Global Services

Jan 2017 - Jan 2018 (1 year)

Delivered e-commerce transaction support including payments, subscriptions, and renewals, ensuring timely resolution of billing and account concerns for global customers.