MELISSA RAMIREZ
Phoenix,AZ
Summary
A customer service representative with leadership experience. Skilled in training, coaching, and motivating teams to exceed call quality, efficiency, and customer satisfaction. Proven ability to streamline workflows, resolve conflicts, and maintain high standards of customer service representatives. Strong communicator with a track record of improving team productivity.
Overview
4
4
years of professional experience
Work History
Dual CSR/ Tenured CSR
Maximus Federal
Phoenix, AZ, USA
11.2023 - Current
- Subject matter expert in both Medicare and Marketplace.
- Served as a mentor and trainer for new hires as Tenured CSR sharing the best practices.
- Collaborated with peers and supervisors to ensure the success of new hires during their Early Work Life. Encourage professionalism in the workplace and aid in comprehension of rules and guidelines.
- Helping with Side by Sides to raise the site's Quality Now Scores both in the hiring season and all year round.
- Collaborate with fellow tenured CSRs to guarantee that newly hired CSRs receive adequate training.
- Engaging in conversation with customers to understand needs, resolve issues and answer product questions providing professionalism and knowledgeable services.
- Addressing concerns by providing resolution and instructions in detail.
- Promote individual development.
Customer Service Representative
Maximus Remote
05.2023 - 11.2023
- Customer Service representative for the Massachusetts Health Connector
- Facilitated communication between team members regarding project tasks and deadlines.
- Fulfilled deadlines and schedules by ensuring that work was completed efficiently.
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
Front Office Coordinator
Risas Dental and Braces
Phoenix, AZ, USA
02.2023 - 06.2023
- Optimizing schedule efficiency by managing and coordinating appointments and ensuring schedules are accurate and up to date.
- Provided leadership with training new employees to ensure seamless integration into company operations.
- Coached and supervised new hires, ensuring alignment with company policies, service standards, and performance goals.
- Resolving scheduling conflicts by communicating effectively with clients and staff regarding schedule changes.
- Confirming patients insurance eligibility by verifying coverage details with insurance companies.
- Updating patient records effectively with accurate insurance information in the electronic record system.
- Gather accurate patient information by ensuring procedure codes and necessary supporting documents are complete and correct when filing claims to prevent denials.
- Coordinated front office operations, ensuring smooth workflow and effective communication among departments.
Retail Associate Team Lead
Calvin Klein
Glendale
06.2022 - 06.2023
- Implemented inventory management techniques that reduced excess stock and minimized shrinkage risks.
- Interact with customers and maintain friendly and positive relations with all customers.
- Maintained organization and cleanliness of the retail store by restocking shelves, arranging displays, and monitoring inventory levels.
- Trained new team members in cash register operation, stock procedures and customer services.
- Collaborated with team members to achieve daily sales goals, resolve customer issues, and contribute to a positive work environment.
Education
HIGH SCHOOL DIPLOMA GED -
Trevor Browne High School
05.2021
NURSING - undefined
Phoenix College
Skills
- Leadership, Communication, Problem-Solving, Collaboration
- Coaching and mentoring
Timeline
Dual CSR/ Tenured CSR
Maximus Federal
11.2023 - Current
Customer Service Representative
Maximus Remote
05.2023 - 11.2023
Front Office Coordinator
Risas Dental and Braces
02.2023 - 06.2023
Retail Associate Team Lead
Calvin Klein
06.2022 - 06.2023
NURSING - undefined
Phoenix College
HIGH SCHOOL DIPLOMA GED -
Trevor Browne High School