Madelynn Ramirez

• Directed operations for a group of 25 recently trained agents.
• Achieved targeted turnaround times for UHG member charts.
• Schedule regular one-on-one reviews to monitor call count efficiency with team members.

hourly/daily including quality.

• Aid agents by addressing questions in a shared channel with 5 different teams.
• Produced comprehensive productivity assessments for the department.

• Supervised a dedicated Prior AUTH Coordinators team, ensuring compliance with quality standards
• Implemented a robust training program for new hires, emphasizing UHG's policies and best practices
• Optimized staff schedules, enhancing productivity and call volume management
• Executed disciplinary actions and terminations in accordance with company policy

• Led team in promptly addressing support requests via phone, email, and chat
• Spearheaded resolution of escalated issues and complex provider requests
• Implemented a system to monitor call volume and review team member performance
• Provided constructive feedback to enhance team productivity and efficiency

• Coordinated Prior Authorizations, ensuring timely processing
• Implemented empathetic communication strategies for provider satisfaction
• Maintained high-performance metrics in AHT, Quality, and overall performance

• Managed the unloading and loading of vehicle parts for Toyota Manufacturer
• Implemented proper bin placement of parts to optimize workflow
• Conducted quality checks on parts, ensuring high standards before dispatch to the next manufacturer
• Troubleshot any issues with part quality or placement, maintaining seamless operations
• Contributed to the efficiency of the manufacturing process, ensuring timely delivery of quality parts

• Handled high volume Calls for Grande Communications
• Answered billing question's and resolved and conflict customers were having
• Excelled in performance metrics and over performed goals
• Assisted in chats
• Supported as a SME for a new hire class