Betsy Ramos
Utica
Summary
Dynamic customer service professional with a strong track record in high-volume call centers. Bilingual communication skills enhance customer interactions, ensuring effective problem resolution and satisfaction. Recognized for maintaining professionalism and courtesy while delivering accurate information and support.
Overview
22
22
years of professional experience
Work History
Specialty Service
Bank of America, NA
Utica
06.2021 - Current
- call center- Handled high call volume of inbound customer service calls, averaging 60-70 calls per day.
- Provided exceptional customer service by addressing inquiries,resolving issues, and providing accurate information
- Provided exceptional customer service by addressing inquiries, resolving issues, and providing accurate information.
- Maintained a high level of professionalism and courtesy with all interactions with customers.
- Demonstrated strong product knowledge to effectively answer questions and provide recommendations to customers.
- Guided clients through bill payment services, ensuring smooth transactions and addressing any concerns.
- Supported customers in troubleshooting technical issues for online and mobile banking, enhancing their user experience.
Customer Service Representative
Alorica
Utica
09.2019 - 06.2021
- Handled inbound calls, collected personal information, and processed credit card applications for Bank of America customers.
- Managed inbound customer inquiries, gathered personal information, and facilitated credit card application processing for Bank of America clients.
- Assisted customers with inquiries and resolved issues promptly.
- Managed customer accounts and updated information accurately.
- Collaborated with team members to enhance service quality.
Insurance Sales Agent
AAA
Dearborn
05.2007 - 03.2019
- Managed inbound calls, quoted and processed insurance applications to fulfill customer needs.
- Provided coverage counseling, processed payments, and managed underwriting actions and internet sales leads.
- Inbound call center. Answered calls. Quoted and processed insurance applications.
Customer Service Representative
Kelly Services, Inc. Verizon Wireless Loyalty Dept.
Southfield
09.2006 - 04.2007
- Handled all loyalty-related calls, providing timely assistance and resolution for customers at MINACS Worldwide, Inc.
- Addressed customer inquiries about loyalty programs, ensuring clear understanding and satisfaction at MINACS Worldwide, Inc.
- Added loyalty credits, upgraded pricing plans, processed equipment orders, processed contracts, educated customers on benefits of their wireless service, general billing, outbound calls for promotional offers, added features on customers accounts and answered all bilingual calls.
Personal Lines Insurance Agent
Barrett & Associates
Bloomfield Hills
03.2005 - 08.2006
- Managed personal line accounts, processed new business applications, followed up on underwriting actions, explained policy overages, and handled claims to ensure smooth operations and customer satisfaction.
- Provided exceptional customer service for personal line accounts, addressing inquiries and resolving issues to enhance client relationships.
- Advised clients on personal insurance products and coverage options.
- Evaluated client needs to recommend appropriate policies and plans.
- Processed policy applications and ensured compliance with regulations.
Administrative Assistant
Farm Bureau Insurance
Farmington Hills
09.2004 - 02.2005
- Answered telephones, scheduled appointments, processed insurance quotes and claims, followed up on underwriting actions and billing, filed documents and sorted mail.
- Answered incoming calls and scheduled client appointments to enhance customer service experience.
- Managed scheduling and calendar coordination for multiple executives.
- Assisted in preparing insurance documents and client correspondence.
- Maintained accurate filing systems for client records and policies.
Customer Service Representative
Allegra Direct
Clinton Township
10.2003 - 05.2004
- Managed high-volume inbound and outbound calls for Blue Cross Blue Shield of Michigan and Blue Care Network in fast-paced call center environment.
- Verified member benefit information and physician details, assigned primary care physicians, explained HMO referral and PPO processes, and handled all Spanish calls for home pregnancy test hotline.
- Inbound/outbound call center.
Education
High school or equivalent -
New Rochelle HS
New Rochelle, NY06-1997
Skills
- Microsoft Word
- Attention to detail
- Time management
- Problem solving
- Technical support
- Auto Insurance
- Health Insurance
- Customer Service
- Customer Care
- Customer Support
- Call Center
- CSR
- Bilingual
Additional Information
Works well with others, responsible, dependable and very patient. Team player and a dedicated hard worker. Member of the National Honors Society.
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Languages
Spanish
Native/ Bilingual
Accomplishments
Received a Client Ambassador award
Timeline
Specialty Service
Bank of America, NA
06.2021 - Current
Customer Service Representative
Alorica
09.2019 - 06.2021
Insurance Sales Agent
AAA
05.2007 - 03.2019
Customer Service Representative
Kelly Services, Inc. Verizon Wireless Loyalty Dept.
09.2006 - 04.2007
Personal Lines Insurance Agent
Barrett & Associates
03.2005 - 08.2006
Administrative Assistant
Farm Bureau Insurance
09.2004 - 02.2005
Customer Service Representative
Allegra Direct
10.2003 - 05.2004
High school or equivalent -
New Rochelle HS