Andres Chavez Ramirez
Bilingual Call Center Supervisor
San Antonio,TX
Summary
Bilingual call center leader with 6+ years’ experience on Texas Health & Human Services Commission (HHSC) programs at Maximus and prior management in retail operations. Demonstrated success supervising up to 70 agents through onboarding and OJT during the pandemic, later leading CHIP/CMA and Reconciliation projects. Expert at driving CCR gains, QA standards, AHT adherence and de‑escalation. Proficient in state systems (TIERS, Enterprise State Portal, EMWS Management), analytics (KPR dashboards, trend reporting and root‑cause analysis), and MS Excel & 365/SharePoint tools. Recognized coach fluent in English & Spanish who develops high‑performing teams through mentoring, training and new‑hire ramp. Completed advanced leadership and communication courses (Front‑Line Leadership, Coaching to Action, Effective Communication & Professional Email Writing) and annual ethics, cybersecurity and HIPAA compliance training, demonstrating commitment to continuous learning and U.S. corporate standards.
Overview
12
12
years of professional experience
2
2
Certificates
2
2
Languages
Work History
Supervisor – Call Center Bilingual
Maximus Services LLC – Health Texas Projects
01.2019 - Current
- - Lead 18+ bilingual agents for Medicaid/CHIP/SNAP; run daily huddles and QA checkpoints to meet KPRs.
- - Drive CCR improvements via targeted coaching on scripts, policy, and TIERS workflows; reduce rework and escalations.
- - Use TIERS and Enterprise State Portal to verify eligibility and ensure privacy-compliant documentation.
- - Recognized by leadership for a smooth transition back into ES Supervisory role (Lisa Lopez, Jul 2024).
Data Entry Supervisor – CHIP/CMA & Reconciliation
Maximus Services LLC – Health Texas Projects
San Antonio, Texas
04.2023 - 05.2024
- - Led CHIP/CMA backlog-clearance project: reviewed applications left behind and advanced them to the eligibility screen window or discarded per policy.
- - Project extension into Reconciliation (Keep/Discard): verified HHSC case-worker updates, validated client changes, and decided which system tasks to keep or discard.
- - Built quality checks, documented findings, and escalated discrepancies; aligned processing with HHSC completion standards.
- - Maintained security and confidentiality: adhered to HIPAA and cybersecurity practices across all data handling.
- - Received public recognition from Manager Ebony McQueen for leadership, adaptability, knowledge-sharing, and collaborative problem-solving (April 2024).
- Implemented time-saving automation tools into the daily workflow which increased overall department output.
- Established an open-door policy to foster a positive work environment where team members felt comfortable discussing concerns or suggestions for process improvements.
- Audited production reports, tracking data entry and processing errors.
- Provided daily supervision, feedback and oversight to direct reports.
- Improved data entry accuracy by implementing strict quality control measures and providing regular feedback to team members.
Bilingual Call Center Supervisor
Maximus Services LLC – Health Texas Projects
San Antonio, Texas
02.2020 - 04.2023
- - Directed teams handling Medicaid, SNAP, and CHIP inquiries; monitored AHT, QA, and adherence to protect service levels.
- - Pandemic OJT leadership (2020–2022): supervised up to 70 new agents (agency pre-hire and newly hired) with floor support, chat escalation coverage, and shift coordination.
- - Managed onsite COVID protocols: seat assignments for distancing, sanitizer station upkeep, and pre-screenings for building access.
- - Partnered with HHSC contacts to troubleshoot TIERS and Enterprise State Portal issues and minimize rework.
- - Recognized by Recruitment for trusted onsite guidance and first point of contact (Tracy Slaymaker).
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Created team rotations to man center effectively during peak hours.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
Call Center Representative
Maximus Services LLC – Health Texas Projects
01.2019 - 02.2020
- - Assisted Texas residents with benefits; authenticated callers and updated TIERS case data in accordance with privacy policy.
- - Selected for leadership track and promoted to Supervisor in 13 months for strong QA and reliability.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Customer Service Manager (promoted From Cashier After 6 Months)
Walmart
San Antonio, Texas
01.2014 - 01.2016
- - Supervised cashiers and front-end operations; managed Customer Service Desk and Walmart MoneyCenter.
- - Handled returns/exchanges and complex issues per policy with accurate documentation.
- - Processed money services (transfers, check cashing, bill pay, money orders) with cash controls, ID verification, and AML compliance.
- - Trained cashiers on POS/customer care; coordinated coverage to reduce wait times; supported loss-prevention basics.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Followed through with client requests to resolve problems.
Education
Professional Development & Training - Leadership & Communication
Maximus & Corporate Training Programs
San Antonio, TX 05.2001 -
Skills
- State Systems: TIERS; Enterprise State Portal; HHSC Portals; EWMS Management
undefinedAccomplishments
Recognized by leadership for outstanding customer satisfaction and CCR gains across multiple HHSC programs.
Led OJT training for up to 70 new hires during the pandemic, resulting in high retention and seamless transitions.
Spearheaded CHIP/CMA and Reconciliation projects, ensuring adherence to HHSC standards and on‑time deliverables.
Earned consistent praise from colleagues and supervisors for coaching, mentorship and team morale improvement.
Certification
Annual Ethics & Compliance (Cybersecurity/HIPAA) Training, U.S. ManagersCorporate Compliance Training, U.S. Managers
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Annual Ethics & Compliance (Cybersecurity/HIPAA) Training, U.S. ManagersCorporate Compliance Training, U.S. Managers
10-2025
Data Entry Supervisor – CHIP/CMA & Reconciliation
Maximus Services LLC – Health Texas Projects
04.2023 - 05.2024
Corporate Compliance Training, U.S. Managers
10-2022
Bilingual Call Center Supervisor
Maximus Services LLC – Health Texas Projects
02.2020 - 04.2023
Supervisor – Call Center Bilingual
Maximus Services LLC – Health Texas Projects
01.2019 - Current
Call Center Representative
Maximus Services LLC – Health Texas Projects
01.2019 - 02.2020
Customer Service Manager (promoted From Cashier After 6 Months)
Walmart
01.2014 - 01.2016
Professional Development & Training - Leadership & Communication
Maximus & Corporate Training Programs
05.2001 -
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
RECOGNITION & FEEDBACK
- Manager Ebony McQueen (Apr 2024): Praised for leadership, adaptability, knowledge-sharing, and collaborative problem-solving on the Keep/Discard project., - Lisa Lopez (Jul 2024): Commended for a smooth transition back into ES Supervisor role and strong early results., - Recruiter Tracy Slaymaker: Recognized as a trusted onsite guide and first point of contact for check-ins; supportive of HR/Recruitment operations.
SELECTED TRAINING & DEVELOPMENT
- - Leadership Lessons from the Front Line
- - (COURSE) Coaching Techniques That Inspire Coachees to Action
- - ES CCR Sup ILT Coaching to Success
- - (COURSE) Enhancing Communication through Listening
- - PD Communication for Leaders
- - 4 Communication Styles - Activity Video
- - ES PD ETMT Writing Professional Emails
- - 2025 Annual Global Ethics & Compliance Training: U.S. Managers Below Director Level
- - 2024 Annual Global Ethics & Compliance Training: U.S. Managers below Director Level
- - 2022 Annual Corporate Compliance Training: U.S. Managers
- - Microsoft Excel & Office 365/SharePoint Training
ADDITIONAL INFORMATION
- Work Authorization: U.S. Permanent Resident
Professional Development
Leadership Lessons from the Front Line
Coaching Techniques That Inspire Coachees to Action
ES CCR Sup ILT Coaching to Success
Enhancing Communication through Listening
PD Communication for Leaders
4 Communication Styles – Activity Video
ES PD ETMT Writing Professional Emails
Annual Global Ethics & Compliance Training: U.S. Managers (2025, 2024)
Annual Corporate Compliance Training: U.S. Managers (2022)