Open To Work
Denisha Ramos
Junction City
Summary
Results driven professional with extensive experience in consumer credit, risk management, and customer service. Successfully led high performing teams, optimizing credit policies and enhancing customer satisfaction through effective training programs and cross functional collaboration.
Overview
8
8
years of professional experience
Work History
Career Navigator
DCF Kansas
Junction City
03.2025 - Current
- Monitored client progress towards achieving career objectives through regular check-ins and follow-up activities.
- Facilitated workshops on resume writing, interviewing skills, and job search strategies.
- Analyzed client needs to create personalized career plans.
- Supported clients who have experienced displacement due to economic restructuring or natural disasters.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Evaluated training materials and provided actionable suggestions to improve instructional quality.
- Collaborated across departments and with stakeholders to design and deliver effective training sessions.
- Devised programs to develop executive potential among employees in lower-level positions.
Case Manager Specialist
Waco Housing Authority
Waco
08.2023 - 01.2025
- Coordinated housing assistance programs, improving access to stable housing for low-income families and individuals.
- Advocated for clients to secure necessary services and benefits effectively.
- Provided crisis intervention support to clients facing housing instability challenges.
- Monitored compliance with housing regulations and policies, ensuring program integrity and protecting client rights.
- Developed and maintained case management plans in accordance with agency policies and procedures.
- Maintained accurate case files and documentation for all client interactions.
- Educated clients on available resources and access methods, empowering them to navigate support systems effectively.
- Participated in team meetings and professional development activities to stay current on best practices in case management.
Apple Card Supervisor
Genpact
Waco
01.2022 - 08.2023
- Led a team of 50+ customer service representatives who handled an average of 130 calls per day.
- Trained new hires on company policies, procedures, and product knowledge, enhancing onboarding experience and team readiness.
- Monitored online transactions for signs of fraudulent activity, identifying and blocking suspicious orders to prevent financial losses.
- Conducted investigations into suspected fraudulent orders, including chargebacks and identity theft cases.
- Assisted in the development of fraud prevention policies and procedures, ensuring compliance with industry regulations and best practices.
- Successfully resolved all escalated issues brought to my attention by customers or employees within 24 hours.
- Managed the implementation and efficacy of credit and fraud policy for Apple Card and other first-party financial products.
- Led the development of policy to support new product features and enhance existing features.
- Created risk management frameworks for new first-party financial products.
- Collaborated with operations teams to ensure exceptional customer service and support.
- Evaluate and forecast business performance for Apple Card and related features/services
- Achieved 100% satisfaction score on quarterly quality assurance audits.
- Compiled monthly reports on KPIs including abandoned calls, hold times, and transfer rates to inform performance improvement strategies.
- Established standard operating procedures for call center, achieving first contact resolution rate of 96.7% or greater.
Psychiatric Nursing Assistant
Waco Center For Youth
Waco
08.2021 - 01.2022
- Monitored and recorded vital signs and behavior of teenage patients aged 13-17, ensuring accurate assessments and timely treatment adjustments.
- Utilized de-escalation techniques to manage patients in crisis, resulting in a 15% reduction in aggressive incidents.
- Collaborated with treatment team to implement personalized treatment plans, enhancing patient compliance by 25%.
- Documented patients' progress and responses to interventions, facilitating data-driven decision-making and improved patient outcomes.
- Participated in restraint reduction initiatives, contributing to a decrease in the use of physical restraints through proactive interventions.
- Assisted in organizing and leading therapeutic group activities, enhancing patients' social interaction and engagement by 30%.
- Advocated for patients' rights and needs, facilitating effective communication between patients and healthcare providers.
Medication Technician
Legend of McKinney
McKinney
09.2020 - 11.2021
- Managed medication administration for a caseload of 50 patients in a residential care setting.
- Monitored and conveyed patient information to healthcare staff to optimize treatment planning and care delivery.
- Documented medication administration into electronic medical records (EMR) to avoid duplication of medication dosages.
- Conducted medication rounds and ensured timely delivery of medications, contributing to a 95% improvement in medication adherence rates.
- Implemented medication monitoring systems to track medication usage and supply, resulting in a 70% decrease in medication stockouts.
- Collaborated with healthcare providers and pharmacy personnel to resolve medication-related issues and obtain necessary refills or clarifications.
- Assisted in training and mentoring new medication technicians, ensuring consistent adherence to medication administration protocols.
- Developed relationships with patients and families, providing support and addressing medication-related concerns.
- Conducted medication audits and quality checks, resulting in an 80% improvement in compliance with medication administration policies
- Supported nursing staff with medication administration tasks and provided medication reminders to patients.
Call Center Supervisor
Support Services Group
Waco
02.2018 - 10.2021
- Monitored and evaluated team performance against established metrics, implementing corrective actions and improvement plans.
- Led and supervised a remote team of 30 customer service representatives, ensuring high-quality service delivery and achievement of performance targets.
- Implemented effective workforce management strategies, including scheduling, forecasting, and real-time monitoring, resulting in a 15% improvement in service level adherence.
- Developed training programs and materials to enhance team members' skills and product knowledge.
- Facilitated team meetings to communicate updates, performance expectations, and best practices.
- Collaborated with cross-functional teams to address operational issues, improve processes, and enhance the customer experience
- Led team meetings and one-on-one coaching sessions to address performance gaps and foster professional development.
Education
High School Diploma -
Waco High School
Waco, TX06-2015
Some College (No Degree) -
Tarleton State University
Stephenville, TXSkills
- EMR Epic, Allscripts, Meditech
- Microsoft Dynamics, Microsoft Windows, Microsoft Outlook, Microsoft SharePoint
- Google Docs
- Medical Terminology
- Computer Skills
- Managed Care
- Tableau, Salesforce, NICE
- Fraud detection
- Active Listening
- HIPAA Guidelines
- Citrix
- Negotiation
- Microsoft Excel
- Financial Counseling
- Fraud analysis
- Communication skills
- Customer Service
- Leadership
- Management
- Technical Support and Troubleshooting
- Complex Problem-Solving
- Critical Thinking
- Time Management and organization
- Call center software
- CRM software
- Interpersonal Skills
- Microsoft Office Suite
- Data entry skills
- Verbal communication
- Dispute Resolution
- Customer account management
- AP/AR management
- Customer Care
- Claims handling
- Research skills
- Problem-solving skills
- Quality Assurance
- Compliance knowledge
- Metrics monitoring
- Career Development Guidance
- Client advocacy
- Case management
- Compliance monitoring
- Performance improvement
- Effective communication
- Problem solving
- Team leadership
- Crisis intervention
- Resume Development
- Stakeholder Engagement
- Diversity Awareness
Accomplishments
• 6+ years of successful experience in customer service, healthcare, consumer credit, fraud, underwriting, risk, and data analysis.
• Developed and optimized credit policy resulting in a 15% reduction in default rates and a 10% increase in portfolio profitability.
• Led cross functional teams to implement fraud detection measures, reducing fraudulent activities by 20%.
• Demonstrated ability to lead and motivate remote teams to achieve performance targets and deliver exceptional customer service.
• Expertise in workforce management, including scheduling, forecasting, and real time monitoring.
• Skilled in coaching and developing team members to enhance their skills and performance.
• Proven track record in improving operational efficiency and implementing process improvements.
• Proficient in call center technologies and customer service software.
• Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels.
• Collaborated with senior executives to devise credit strategies, resulting in a 30% increase in credit card applications.
• Implemented risk management frameworks resulting in a 15% improvement in overall portfolio performance.
• Strong ability to collaborate with diverse teams and effectively communicate with senior level executives.
• Thrives in a fast paced, changing work environment and consistently delivers results.
• Direct experience working with major payments and financial services companies, including partnerships with leading banks and payment networks.
• Upbeat and collaborative team player with a passion for shaping the future of global payments.
• Analytical and creative thinker, adaptable to evolving business needs.
• Proficiency with Apple products and applications is preferred.
• Developed and optimized credit policy resulting in a 15% reduction in default rates and a 10% increase in portfolio profitability.
• Led cross functional teams to implement fraud detection measures, reducing fraudulent activities by 20%.
• Demonstrated ability to lead and motivate remote teams to achieve performance targets and deliver exceptional customer service.
• Expertise in workforce management, including scheduling, forecasting, and real time monitoring.
• Skilled in coaching and developing team members to enhance their skills and performance.
• Proven track record in improving operational efficiency and implementing process improvements.
• Proficient in call center technologies and customer service software.
• Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels.
• Collaborated with senior executives to devise credit strategies, resulting in a 30% increase in credit card applications.
• Implemented risk management frameworks resulting in a 15% improvement in overall portfolio performance.
• Strong ability to collaborate with diverse teams and effectively communicate with senior level executives.
• Thrives in a fast paced, changing work environment and consistently delivers results.
• Direct experience working with major payments and financial services companies, including partnerships with leading banks and payment networks.
• Upbeat and collaborative team player with a passion for shaping the future of global payments.
• Analytical and creative thinker, adaptable to evolving business needs.
• Proficiency with Apple products and applications is preferred.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteHybridSalary Range
$70000/yr - $200000/yrTimeline
Career Navigator
DCF Kansas
03.2025 - Current
Case Manager Specialist
Waco Housing Authority
08.2023 - 01.2025
Apple Card Supervisor
Genpact
01.2022 - 08.2023
Psychiatric Nursing Assistant
Waco Center For Youth
08.2021 - 01.2022
Medication Technician
Legend of McKinney
09.2020 - 11.2021
Call Center Supervisor
Support Services Group
02.2018 - 10.2021
High School Diploma -
Waco High School
Some College (No Degree) -
Tarleton State University