Brian Ramos-Ramirez
Summary
Self-directed, upbeat and friendly Customer Advocate Specialist with 6 years of customer service experience. Prepared to bring leadership, personal expertise, coaching and critical thinking abilities developed over 4-year career to a growth-oriented role.
Overview
5
5
years of professional experience
Work History
Customer Advocate Specialist
HCSC Blue Cross Blue Shield of TX
05.2022 - Current
- Handles difficult escalated customer situations with grace and professionalism from lower level Customer Advocates on a technical level.
- Provides exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Conduct's one on one coaching/training sessions with Customer Advocates, providing feedback on how to improve customer service functions and manage client preauthorization's, appeals, and claims.
- Seeks out small projects to better departmental needs.
- Collaborates with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Reads, researches, and interprets authorization approvals or denials and aids customer advocates in explaining rationale.
Customer Advocate
HCSC BCBS of TX
12.2018 - 05.2022
- Handled around 30+ calls/written inquiries received via fax.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Researched and read clinicals to determine whether a new authorization was necessary or attached clinicals to existing authorization.
- Provided coaching and mentoring to new employees through learning coach program.
- Facilitated in-person learning sessions and assisted with simulated calls.
- Assisted other team members with questions on how to handle certain written inquiries through chat.
Education
Associates of Applied Arts - Acting Performance
KD Conservatory
Associates of Science - HR Management
Collin County Community College
06.2026
Skills
- Conflict Resolution
- Educating Customers
- Customer Service
- Data Entry
- Microsoft Office
- Coaching and Development
- Facilitate Group Discussions
- Providing Feedback
Additional Information
Experience gained as Customer Service Representative (CSR) for 24/7 Intouch, Frisco, TX (03/2014-07/2016)
Languages
Spanish
Native or Bilingual
Timeline
Customer Advocate Specialist
HCSC Blue Cross Blue Shield of TX
05.2022 - Current
Customer Advocate
HCSC BCBS of TX
12.2018 - 05.2022
Associates of Applied Arts - Acting Performance
KD Conservatory
Associates of Science - HR Management
Collin County Community College
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