Gloria Ramirez
2519 Creston Ave, Bronx,NY
Summary
Results-oriented Customer Service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with 9+ years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Overview
15
15
years of professional experience
Work History
Assistant Retirement Benefits Examiner
Teachers Retirement System of the City of New York
01.2024 - Current
- Responded to telephone requests for information from general public, attorneys and other involved parties.Retrieved, prepared, reviewed and sort incoming forms/ documents from Customer Service and Mailroom.
Reviewed related materials for completeness and accuracy.
Researched missing information from forms/ documents.
Performed scanning of prepped documents in correct batch class.
Performed quality control on scanned documents to ensure images are clear and legible.
Ensure all scanned documents are archive
Perform a variety of clerical tasks.
Update check listing for accounting unit.
Member Service Representative
Centene Corporation -Fidelis Care
04.2019 - Current
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Assisted in maintaining accurate records by verifying and updating member account information.
- Managed administrative requirements to keep records up to date and complete timely forms for customer needs.
- Offered exceptional customer service to differentiate and promote company brand.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
Technical Support Representative
Altice - Optimum
07.2011 - 04.2019
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Explained technology-related details in easy-to-understand.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Diligently followed up with customers about existing orders, informing on status and responding to questions.
Inside Sales Associate
Echostar Corp. -Dish Network
06.2009 - 03.2011
- Estimated and quoted prices, credit and contract terms, warranties and delivery dates.
- Answered customers' questions about product prices, availability, uses and credit terms.
- Recommended satellite Tv service to customers based on needs and interests, increased sales revenue.
- Delivered exceptional account service to strengthen customer loyalty.
Education
Certificate - Medical Billing And Coding
ABC Training Center
Bachelor of Architecture - Architecture
Universidad Nacional Pedro Henriquez Urena
Skills
- Customer support
- Organization and efficiency
- Office equipment operations
- Meticulous and organized
- Multi-line telephone skills
- MS Office
Languages
Spanish
Native or Bilingual
Timeline
Assistant Retirement Benefits Examiner
Teachers Retirement System of the City of New York
01.2024 - Current
Member Service Representative
Centene Corporation -Fidelis Care
04.2019 - Current
Technical Support Representative
Altice - Optimum
07.2011 - 04.2019
Inside Sales Associate
Echostar Corp. -Dish Network
06.2009 - 03.2011
Bachelor of Architecture - Architecture
Universidad Nacional Pedro Henriquez Urena
Certificate - Medical Billing And Coding
ABC Training Center
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