Rhoyce Ramos
About Rhoyce Ramos
Rhoyce Ramos serves as the Director of Customer Service at Thomson Reuters, bringing 19 years of experience in the contact center and customer service industry. He emphasizes talent development and process improvement, and holds an ITIL V4 Foundation Certification.
Current Role at Thomson Reuters
Rhoyce Ramos serves as the Director of Customer Service at Thomson Reuters, a position held since 2021. In this role, he oversees customer service operations, focusing on enhancing customer satisfaction and operational efficiency. His leadership emphasizes the importance of hiring and talent development, contributing to the creation of a strong team capable of meeting customer needs effectively.
Previous Experience at Thomson Reuters
Prior to his current role, Rhoyce Ramos held several positions at Thomson Reuters. He worked as a Customer Support Team Manager from 2009 to 2011, followed by his role as Operations Manager - Americas for one year in 2011. He then served as Product Support Manager from 2012 to 2016 and as Group Manager Customer Support Operations from 2016 to 2021. These roles provided him with extensive experience in customer support operations.
Experience at Dell
Before joining Thomson Reuters, Rhoyce Ramos worked at Dell as a Customer Care/Technical Support Team Manager from 2006 to 2009. During this three-year tenure, he managed customer care and technical support teams, further developing his skills in customer service management.
Education and Certifications
Rhoyce Ramos holds an ITIL V4 Foundation Certification, which highlights his expertise in IT service management. This certification supports his focus on process improvement and business analysis, contributing to operational efficiency in customer service environments.
Leadership and Team Development
With 19 years of experience in contact center and customer service environments, Rhoyce Ramos has developed strong leadership capabilities. He has 17 years of experience leading teams, including 10 years managing managers. His approach includes building strong relationships, demonstrating emotional intelligence, and fostering a culture of learning and growth through experimentation.