Javier Ramos
Customer Service
Miami,FL
Overview
23
23
years of professional experience
1
1
A+ Certificate
Summary
Detail-oriented and experienced team leader with 16 years of experience in leading high-performing teams and implementing process improvements. Proven track record of increasing customer satisfaction, improving team productivity, and driving efficiency. Skilled in customer service, team coordination, and data analysis. Possesses certifications in CPR, First Aid, and AED.
Work History
Call Center Team Leader
State Of Florida - DCF
09.2020 - 07.2024
- Managed team of 25 call center agents, providing guidance and support to ensure high-quality customer service
- Developed and implemented performance metrics to track individual and team performance, leading to a 60% improvement in average handle time.
Economic Self Sufficiency Specialist I
State Of Florida - DCF
09.2016 - 09.2020
- Determined eligibility for assistance and benefit levels using automated systems or manual methods
- Compiled and analyzed information to determine initial and/or ongoing eligibility of individuals for financial, Medical and/or other governmental programs.
Patient Service Representative
Infectious Disease Associates
01.2008 - 08.2016
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Reduced billing errors by 45% through meticulous verification processes.
Computer Repair Technician
Self Employment Specialists
Miami, FL
06.2001 - 12.2020
- Diagnosed and repaired hardware and software issues on a wide range of computer systems and peripherals
- Performed routine maintenance and preventive care on computers to ensure optimal performance and longevity
- Assembled, configured, and upgraded computer systems according to client specifications and industry standards
- Installed, configured, and maintained operating systems, software applications, and drivers
- Conducted thorough hardware and software testing to identify and address system vulnerabilities and errors
- Collaborated with customers to assess their technology needs and recommend appropriate solutions
- Maintained a detailed record of all service and repair activities, ensuring accurate billing and client history
- Provided comprehensive training and guidance to clients on using computer hardware and software effectively
- Developed and implemented data backup and recovery plans to safeguard critical information
- Resolved complex technical issues involving network connectivity, viruses, malware, and data loss
- Collaborated with team members to troubleshoot and resolve challenging technical problems
Education
Associate of Applied Science - Pharmacology
Everest Institute
Miami, FL12-2012
Associate of Applied Science - Computer Science
Florida Career College
Miami, FL06.2007
Skills
- Medical Records Management
- Microsoft Suite
- Organizational skills & Time management
- Meticulous attention to detail
- Team coordination
- Cost-benefit analysis
- Reporting skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Quote
The real test is not whether you avoid this failure, because you won't.It's whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Call Center Team Leader
State Of Florida - DCF
09.2020 - 07.2024
Economic Self Sufficiency Specialist I
State Of Florida - DCF
09.2016 - 09.2020
Patient Service Representative
Infectious Disease Associates
01.2008 - 08.2016
Computer Repair Technician
Self Employment Specialists
06.2001 - 12.2020
- First Aid, CPR, AED
- Covid-19 Full Vaccinated
Associate of Applied Science - Pharmacology
Everest Institute
Associate of Applied Science - Computer Science
Florida Career College
Certification
- First Aid, CPR, AED
- Covid-19 Full Vaccinated
Additional Information
- Reduced document errors by 65% by implementing quality assurance procedures.,
- Improved department efficiency by 90% by revamping the computerized filing system.,
- Took over 300 calls daily.,
- Increased customer retention rate by 90%.
Assessments
- Call center customer service, Proficient,
- Food service: Customer situations, Proficient,
- Work style: Reliability, Proficient,
- Sales skills, Proficient,
- Attention to detail, Proficient,
- Customer focus & orientation, Proficient,
- Protecting patient privacy, Proficient,
- Customer service, Proficient,
- Case management & social work, Proficient,
- Recruiting, Proficient,
- Retail customer service, Proficient,
- Medical receptionist skills, Proficient,
- Work style: Reliability, Proficient,
- Delivery driver, Proficient,
Personal Information
Work Permit: Authorized to work in the US for any employer
Interests
Youth Football Coach
Cubmaster
Youth Basketball Coach
Career Assessments
- Call center customer service, Proficient.
- Food service: Customer situations, Proficient.
- Work style: Reliability, Proficient.
- Sales skills, Proficient.
- Attention to detail, Proficient.
- Customer Focus & Retention, Proficient.
- Protecting patient privacy, Proficient.
- Case management & Social Work, Proficient.
- Recruiting, Proficient.
- Medical receptionist skills, Proficient.
- Work style: Reliability, Proficient.
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