DALIA M BORGES-RAMOS
Reading,PA
Summary
Impactful leader with 30 years of success in designing customer-oriented programs and developing high performing service and sales-oriented teams. Devised strategies driving revenue generation and business growth. Extensive process management and quality training experience. A strong solid history of creating, implementing and delivering solutions that produce results and make an impact. Excellent communicator in English and Spanish with the ability to influence others. Analytical with unique strengths in Insurance sales, compliance, and persistency. Licensed in Health and Life covering 50 states.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Life Customer Care Supervisor
Reading, PA
- Current
- Prepared variety of different written communications, reports and documents.
- Provided guidance, advice and training to improve business' understanding of related laws and regulatory requirements.
- Monitored data export from internal and external systems, identifying and reporting potential risks.
- Created policies and programs to encourage managers and employees to report suspected fraud and other improprieties without fear of retaliation.
Life Customer Care Experience Lead
Assurance IQ
Reading, PA
03.2021 - Current
- Train new hires regarding company operations, policies, products and position expectations.
- Provide regular feedback to team on quality metrics.
- Address High Risk escalated customer compliance issues.
- Partner with management to create, develop and implement quality initiatives.
- Coach team members in quality techniques necessary to complete job tasks successfully.
Senior Account Manager
Assurance IQ
Bellevue, WA
12.2017 - 03.2021
- Accountable for successful Life policy management, Health policy renewals with 99 % persistency.
- Provide Spanish translations, input of health sales materials, sales process to better serve the Spanish speaking customer.
- Provide health insurance domain expertise.
- Address escalated customer complaints providing feedback while leveraging personal expertise to find appropriate solutions.
Director of Client Services
Sales Persistency, National Brokers Of America
Reading, PA
01.2017 - 12.2017
- Applied domain expertise in identifying operational strengths, weaknesses, and opportunities for business improvements.
- Monitored sales agents to ensure compliance framework and identified any activities that involved significant regulatory risk.
- Designed powerful metrics to support customer and market-driven culture.
- Handled compliance complaints, provided appropriate solutions, alternatives within appropriate timeframes, and followed up to achieve resolution.
Customer Service Manager/CS Analyst
National Brokers of America
Reading, PA
11.2015 - 01.2017
- Spearheaded project creation and implementation of Elite sales support team with superior health Insurance knowledge that successfully educated customers requesting to cancel to keep their health policy increasing retention by 44%.
- Trained sales agents to ensure consistent sales quality/compliance .
- Partnered with compliance manager to mitigate risk while compliantly achieving business goals.
- Developed successful policies, procedures, training programs for business.
- Evaluated account service histories to identify trends, using data to mitigate future issues.
- Fully accountable for success of Customer Service and Billing Management’s organizational performance.
Business Systems Analyst
Reading Health System
West Reading, PA
10.2014 - 02.2015
- Assessed business needs and problem areas to create focused solutions such as successfully automating implant inventory for operating rooms and clinical departments.
- Successfully managed over $1 Billion in implant inventory annually for leading clinical departments such as interventional radiology, Cath lab, operating rooms, and electrophysiology providing monthly reports on reduced waste, expense, cost containment and contract violation providing recommendations to Finance.
- Project coordinator on Material Management systems projects, defining priorities, coordinating testing, and implementing training.
Consignment Inventory Manager
Reading Health System
West Reading, PA
06.2012 - 10.2014
- Ensured 100% accuracy of consigned/owned implant inventory and inventory systems.
- Measured, analyzed, monitored implant life process to ensure compliance with JCAHO -The Joint Commission on Accreditation of Healthcare Organizations/The PA Department of Health.
- Provide monthly financial/analytical reports to Finance and Fiscal to provide advice and challenge status quo.
- Precisely managed chain of custody for human tissue & implants.
- Cost contained by ensuring adequate inventory turns, minimizing obsolete inventory, product expirations and reducing overall inventory values.
Central Sterile Processing Supervisor
Reading Health System
West Reading, PA
03.2012 - 07.2012
- Fostered adherence in workflow throughout Perioperative operations.
- Managed performance improvement/employee adherence to strict hospital policies and practices.
- Monitored Performance of environmental maintenance duties for sterile processing, for operating room equipment storage areas.
- Ensured 100% compliance of all sterile processing regulatory accreditation requirements with JCAHO -The Joint Commission on Accreditation of Healthcare Organizations/The PA Board of Health.
Customer Service Inside Sales Manager
Ammeraal Beltech Modular Inc
Reading, PA
01.2010 - 01.2011
- Strategically restructured customer service/sales operations departments boosting client satisfaction from low 70% to 98%.
- Profitably opened sales relationships with top Caribbean companies such as Baxter PR, Coca Cola, Wyeth Pharmaceuticals expanding business relationships within Hispanic footprint.
- Conferred with sales teams to communicate targets, boost revenue improving promotional strategies.
Corporate Administrative Office Manager
Janney Montgomery Scott LLC
Philadelphia, PA
01.2007 - 04.2009
- Developed highly efficient administrative team of 40+ private client assistants through ongoing coaching and professional development opportunities for Corporate (sales office) /New Hope PA office.
- Monitored Private Client Assistant's workflow to ensure compliance with Financial Industry Regulatory Authority-FINRA/Securities Regulations.
- Analyzed and solved multi-faceted problems that affected executive leaders and business initiatives.
Commercial Lines Processing Services Manager
Harleysville Insurance
Nashville TN, ATL GA, Greensboro NC, Harleysville, PA
01.2005 - 01.2007
- Expertly managed Commercial Lines Raters to efficiently complete 100% of quoting, rating, pricing revisions, policy issuance, endorsements, premium audits, cancellations, reinstatement for multiple commercial lines of business.
- Successfully managed South-East branch operations profitably reaching and exceeding monthly company renewal/new business goals.
Education
BA - Secondary Education
Interamerican University of Puerto Rico
San Juan Puerto Rico1987
Skills
- Training
- Compliance
- Licensed in Health and Life in 50 states
- Responsible for daily performance metrics
- Analytical problem-solving ability
- Planning with project management skills
- Persistence ability to influence others
- Ability to lead by example motivating teams
- Ability to facilitate change
- Strategic planning
- Build technical and soft skills through coaching
- Drive adherence to company and role requirements
Licenses
Health Insurance License
Life Insurance License
Issuing authority Pennsylvania Insurance Department
Issued Date: Oct 2016 Expires: Aug 2023
Credential ID: 3000036609 NPN: 18155835
Certification
Federally-Facilitated Marketplace Privacy and Security Standards (FFM) Certified
Timeline
Life Customer Care Experience Lead
Assurance IQ
03.2021 - Current
Senior Account Manager
Assurance IQ
12.2017 - 03.2021
Director of Client Services
Sales Persistency, National Brokers Of America
01.2017 - 12.2017
Customer Service Manager/CS Analyst
National Brokers of America
11.2015 - 01.2017
Business Systems Analyst
Reading Health System
10.2014 - 02.2015
Consignment Inventory Manager
Reading Health System
06.2012 - 10.2014
Central Sterile Processing Supervisor
Reading Health System
03.2012 - 07.2012
Customer Service Inside Sales Manager
Ammeraal Beltech Modular Inc
01.2010 - 01.2011
Corporate Administrative Office Manager
Janney Montgomery Scott LLC
01.2007 - 04.2009
Commercial Lines Processing Services Manager
Harleysville Insurance
01.2005 - 01.2007
Life Customer Care Supervisor
- Current
BA - Secondary Education
Interamerican University of Puerto Rico