Megan Ramirez

• Provided technical assistance to agents experiencing desktop virtualization issues
• Utilization of Microsoft Azure, VMware Horizon Client, and
  Amazon Workspaces on Windows 10 and 11
• Supported agents with troubleshooting audio problems, connection latency, login issues, and general technical performance concerns, escalating to IT when needed

Specialty RS Representative/Ford CAC

• Handled inbound calls for setting up roadside service requests, following up with customers about resolved issues to maintain high standards of customer service
• Trained and certified in intake, dispatch, follow-up procedures, and policy requirements for multiple insurance partners, including Ford Customer Assistance Center, State Farm, Progressive, and Liberty Mutual
• Actively listened to customers, addressing customer concerns, demonstrating empathy, and resolving problems swiftly
• Answered constant flow of customer calls with minimal wait times
• Maintained customer satisfaction with forward-thinking strategies
• Offered advice and assistance to customers, paying attention to special needs or wants
• Provided primary customer support to internal and external customers.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity
• Educated customers about billing, payment processing and support policies and procedures
• Dispatched service providers by phone, confirmed ETA, negotiated pricing, and ensured timely service

Operations RS Rep Coach

• Mentoring agents, providing real-time support during calls, offering constructive feedback, and helping improve customer satisfaction scores and call efficiency
• Handled supervisor escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

• Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
• Used computer programs and registration systems to schedule patients for routine and complex procedures.
• Obtained payments from patients and scanned identification and insurance cards.
• Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
• Adhered to strict HIPAA guidelines at all times to protect patient privacy.
• Managed master calendar and scheduled appointments for nine providers based on optimal patient loads and clinician availability.
• Responded to correspondence from insurance companies to verify patient's coverage.
• Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
• Scheduled, rescheduled and handled cancelled appointments for patients.
• Organized paperwork such as charts and reports for office and patient needs.
• Promptly answered multi-line phone system and greeted callers enthusiastically.
• Checked patient data including insurance, demographic and health history to keep information current.

• Engaged with customers to effectively build rapport and lasting relationships.
• Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
• Maintained organized, presentable merchandise to drive continuous sales.
• Processed product returns and assisted customers with other selections.
• Prepared merchandise for sales floor by pricing or tagging.
• Provided positive first impressions to welcome existing, new and potential customers.
• Tracked stock using company inventory management software.
• Prepared cash deposits up to $5000 with zero discrepancies.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Monitored security and handled incidents calmly.
• Troubleshooting theatre projectors.
• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Earned management trust by serving as a key holder, responsibly opening and closing theatre.
• Assisted patrons in person and via telephone.
• Trained new employees by providing knowledge of specific store tasks, and policies.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Responsible for nightly deposits, and large cash deposits over $9000 on the weekends.
• Consistently received positive feedback from patrons and created repeat business by developing long-term relationships with customers.
• Handled guest complaints, maintaining a positive movie viewing experience for all patrons.