Krystal M Ramirez
El Paso,TX
Summary
Seeking opportunity for growth within the company, to grow and expand within the company and further develop my skills and continue to advance in my career . Organized and dependable Seeking a role where I can learn and grow. I have customer service and leadership experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Data Preparation
The Providencia Group
El Paso, Texas
06.2026 - Current
- Transferred important data from one system to another.
- Help train new hires.
- Worked on a training environment, a mimic of the production because I still have not received my clearance.
Consultant
DataMark Inc
El Paso, USA
10.2023 - 03.2026
- Achieved 90% monthly goal
- Reduction in average call handling time through effective time management
- and problem-solving skills
- Excellent Customer Service for employees looking for care for their loved
- ones. Or looking to staff care for our providers.
- Successfully managed and de-escalated high-stress customer interactions,
- decrease in escalated issues, contributing to a more positive customer
- experience.
- Play as a team player, assisting new consultants and mentoring new team
- members, always willing to help with any questions my fellow co-workers
- may have.
- Consistently maintained professional, ensuring that customers received
- prompt assistance and reducing customer frustration.
- Implemented a new call scripting strategy based off coaching's I received
- that improved the consistency of responses and reduced errors.
- Always ready and willing to improve, and learn new knowledge that will
- help myself and my team.
- Respond to emails and chats from employees and providers, with any
- questions or concerns they may have.
- Respond to questions promptly on Teams chat.
Customer Experience Specialist
Teleperformance USA
El Paso, USA
01.2022 - 09.2023
Team Lead/WFO Specialist
Achieved
01.2020 - 12.2021
- Achieved 90% monthly goal
- Reduction in average call handling time through effective time management and problem-solving skills
- Excellent Customer Service for employees looking for care for their loved ones. Or looking to staff care for our providers.
- Successfully managed and de-escalated high-stress customer interactions, decrease in escalated issues, contributing to a more positive customer experience.
- Play as a team player, assisting new consultants and mentoring new team members, always willing to help with any questions my fellow co-workers may have.
- Consistently maintained professional, ensuring that customers received prompt assistance and reducing customer frustration.
- Implemented a new call scripting strategy based off coaching's I received that improved the consistency of responses and reduced errors.
- Always ready and willing to improve, and learn new knowledge that will help myself and my team.
- Respond to emails and chats from employees and providers, with any questions or concerns they may have.
- Respond to questions promptly on Teams chat.
- Assisted in new employee training. Agents struggling with the policies.
- Attend training that helped to make sure that I was updated on policies and procedures
- Attend huddles to go over any mistakes that were made while moderating videos.
- Weekly huddle training.
- Moderate Social Media videos and comments.
Customer Service Lead
HGS-Prudential Insurance
06.2019 - 01.2020
Collections
Robert Half staffing Agency
02.2019 - 05.2019
Billing and Collections/ Front Desk Receptionist
DM Dickason Staffing Agency
11.2017 - 01.2019
- Inbound calls for US 2020 Census, customer service
- Answer any questions about the 2020 Census, complete 2020 questionnaires over the phone
- Assist supervisors with adherence for agents, answer supervisor calls that agents may have
- Assist agents with questions or concerns
- Help Agents understand the job, and any questions that they may have
- Call the service desk to create tickets for any issues regarding agents' logins or technical issues
- Send emails to supervisors to get time sheets for agents corrected
- Send emails to the entire staff after taking a feedback call from the caller to phrase the agent
- Lead production floor, floor walker assisting individuals that ran into system issues or questions with their call.
- Updated different Excel documents regarding agent leaves and time out
- Worked with Calabria, Avaya and Cisco Unified Intelligence portal along with portal for snow Tickets.
- Identified new clients and sought claims on their behalf, with 98% success rate
- Give status of a claim, provide payment information, trouble shoot for the online self-service portal
- Send blank documents to the doctor's office
- Reach out to the claim's manager of a claim and transfer calls if needed
- One on one huddles with new CSR's, helped with any questions or concerns they may have
- Excellent Team work and Customer Service.
- Reported information and feedback from agents to Operations Manager.
- Call mortgagors regarding late payments on their home loan account
- Send out late notices, make payment arrangements with mortgagors if needed with proper documentation
- Report late payments towards their credit score
- Take any incoming calls, help take payments over the phone or schedule automatic withdrawal from checking account to draft the mortgage payment
- Send out mail and certified mail for late notices.
- Bill out claims electronic and by paper if needed
- Customer service, collect patients' payments either copays or deductibles in person and by phone
- Work on the aging report to try and get claims paid
- Work on denials from insurances to try and get the claim paid
- Verify insurance eligibility
- Schedule patients future appointments
- Maintain excel logs for payments collected on a daily base, and a separate excel log for any new referrals from referring physicians
Reimbursement Specialist III
Emergence Health
08.2016 - 06.2017
Registrar
Parallon
10.2010 - 12.2015
- Send reports or any progress notes from the physical therapist, to the patients referring physician.
- Bill out claims electronically and by paper if needed
- Work on any denials for the insurances that pertain to me
- Post payments to consumer's accounts
- Work on The Fiscal Balance Report for accounts that are aging
- Call insurance and find out why a claim was denied and what I can do to get the claim paid
- Verify Insurance eligibility
- Make sure that the doctors progress notes match the code that is being billed out.
- Patient bedside registration
- Verify demographics
- Obtain electronic signatures from patients
- Verify insurance, collect copays, print labels and face sheets for Dr's
- File patient's charts
- Scan important documents to patients account.
Education
Associates Degree - Medical Billing and Coding
Southwest University
Bel Air High School -
Skills
- Advanced computer skills
- Written and verbal skills
- Customer service skills
- WFO job duties
- Team leadership
- Working from home
- Coaching
- Team building
- Decision making
- Eager to learn
- Running daily reports
Timeline
Data Preparation
The Providencia Group
06.2026 - Current
Consultant
DataMark Inc
10.2023 - 03.2026
Customer Experience Specialist
Teleperformance USA
01.2022 - 09.2023
Team Lead/WFO Specialist
Achieved
01.2020 - 12.2021
Customer Service Lead
HGS-Prudential Insurance
06.2019 - 01.2020
Collections
Robert Half staffing Agency
02.2019 - 05.2019
Billing and Collections/ Front Desk Receptionist
DM Dickason Staffing Agency
11.2017 - 01.2019
Reimbursement Specialist III
Emergence Health
08.2016 - 06.2017
Registrar
Parallon
10.2010 - 12.2015
Associates Degree - Medical Billing and Coding
Southwest University