Luis Ramirez
Cleveland
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Contact Center Team Lead
Florida Cancer Specialists
06.2024 - Current
- Assisted team members in daily operations to ensure efficient workflow.
- Supported project coordination by organizing resources and schedules effectively.
- Learned and utilized company software to track project progress and tasks.
- Participated in team meetings to discuss goals, challenges, and solutions collaboratively.
- Collaborated with peers to identify areas for improvement in workflow efficiency.
- Engaged in training sessions to develop skills relevant to team objectives and tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Assisted in recruitment to build team of top performers.
Contact Center Representative
AdventHealth
09.2023 - 06.2024
- Handled inbound and outbound calls to address patient inquiries effectively.
- Provided accurate information regarding services, appointments, and billing procedures.
- Assisted patients in navigating healthcare systems and accessing necessary resources.
- Documented interactions in CRM system to ensure clear communication history.
- Resolved customer issues through active listening and problem-solving techniques.
- Collaborated with healthcare professionals to streamline patient service processes.
- Maintained up-to-date knowledge of organizational policies and procedures for optimal service delivery.
- Trained new representatives on call handling protocols and customer service best practices.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
Medical Receptionist
AdventHealth
08.2022 - 09.2023
- Managed patient scheduling and appointment coordination to optimize clinic workflow.
- Processed patient information and insurance verifications accurately to ensure smooth check-in procedures.
- Assisted in maintaining organized medical records, enhancing retrieval efficiency for healthcare providers.
- Responded to patient inquiries promptly, providing exceptional customer service and support.
- Utilized electronic health record systems to update patient data and track appointments effectively.
- Collaborated with medical staff to streamline communication regarding patient needs and treatment plans.
- Trained new reception staff on office protocols and software usage to improve team performance.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
Education
Associate of Arts -
Queensborough Community College
Oakland Gardens, NYSkills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Quality control
- Schedule management
- Complaint resolution
- Operations management
- Production monitoring
- Employee evaluation
Certification
Cloud Computation Technical Certificate - Seminole State College of Florida
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Contact Center Team Lead
Florida Cancer Specialists
06.2024 - Current
Contact Center Representative
AdventHealth
09.2023 - 06.2024
Medical Receptionist
AdventHealth
08.2022 - 09.2023
Associate of Arts -
Queensborough Community College
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