ELYCHARANET RAMOS
Lakeland,FL
Summary
Customer Service Representative with 5+ years of experience, adept at providing top-notch customer support in high-paced environments. Proven track record in customer retention and satisfaction, with strong skills in data analysis and targeted marketing. Proficient in negotiation, credit card payment processing, and customer relations. Experienced in developing and delivering effective training programs, enhancing the performance and skills of customer service representatives. Detail-focused with a commitment to continuous improvement and excellence.
Overview
4
4
years of professional experience
Work History
Retention Specialist
Spectrum
12.2023 - 02.2024
- Identify customer pain points and provide solutions to improve customer retention rates.
- Analyze customer data to identify trends and patterns that could impact customer retention
- Develop and implement targeted marketing campaigns to improve customer retention rates
Customer Service Representative
Southwest Airlines
04.2022 - 06.2023
- Answered customer inquiries and provided accurate information regarding products and services
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Associate Trainer
Results CX
02.2021 - 04.2022
- Develop and deliver training programs to improve the performance and skills of customer service representatives, with a focus on enhancing customer satisfaction and loyalty
- Develop and deliver training programs to enhance the skills and knowledge of customer service representatives, focusing on improving customer satisfaction and retention
- Evaluate the effectiveness of training programs through testing and assessments to identify areas for improvement and make necessary adjustments.
Front Desk Receptionist
Dr Enrique Gutierrez
11.2020 - 01.2021
- Front Desk Receptionist Assisted with scheduling appointments for clients and visitors
- Handled cash transactions accurately, balancing the register at the end of each shift
- Verified patient eligibility and benefits for insurance coverage
- Processed incoming requests, inquiries, and authorizations from health care providers
- Assisted in the coordination of patient referrals to other medical providers
- Provided timely follow up on all outstanding referrals ensuring they are completed within required timelines
- Drafted letters to referring physicians notifying them of referral status or changes in care plans
- Collaborated with internal departments such as clinical staff, billing department and health insurance companies to ensure efficient processing of referrals.
Patient Referral Coordinator
VIP Family Practice
04.2020 - 11.2020
- Assisted with scheduling appointments for clients and visitors
- Handled cash transactions accurately, balancing the register at the end of each shift
- Verified patient eligibility and benefits for insurance coverage
- Processed incoming requests, inquiries, and authorizations from health care providers
- Assisted in the coordination of patient referrals to other medical providers
- Provided timely follow up on all outstanding referrals ensuring they are completed within required timelines
- Drafted letters to referring physicians notifying them of referral status or changes in care plans
- Collaborated with internal departments such as clinical staff, billing department and health insurance companies to ensure efficient processing of referrals.
Education
High School Diploma -
Universidad Interamericana De PR
01.2016
Skills
- Communication skills
- Data Entry
- Customer Relations
- Active listening
- Negotiation
- Computer Skills
- Interpersonal Skills
- Leadership Skills
- Time Management Skills
- Problem-Solving Skills
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Retention Specialist
Spectrum
12.2023 - 02.2024
Customer Service Representative
Southwest Airlines
04.2022 - 06.2023
Associate Trainer
Results CX
02.2021 - 04.2022
Front Desk Receptionist
Dr Enrique Gutierrez
11.2020 - 01.2021
Patient Referral Coordinator
VIP Family Practice
04.2020 - 11.2020
High School Diploma -
Universidad Interamericana De PR
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