MICHELLE RAMIREZ
Bryan,TX
Summary
More than 10 years experience in supervision and management.
Over 20 years experience in customer service.
Fluent in English and Spanish.
Knowledgeable in the application of Patterson Eaglesoft and Dentrix Software.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Customer Service III
Texas A&M Agrilife
College Station, TX
12.2020 - 02.2024
- Take incoming calls (10-15 / day) , Work all incoming tickets, Help customers with their accounts, Help customers orders
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Implemented process improvements that led to reduced hold times and higher first-call resolution rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Actively contributed ideas during team meetings focused on enhancing internal processes and workflows for superior support outcomes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Participated in cross-functional projects aimed at improving overall business operations and service delivery.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Assisted customers in navigating company website or mobile app for self-service options when applicable.
- Enhanced customer experiences by providing timely and accurate information on products and services.
Sales Agent
Wayfair
Bryan, TX
11.2019 - 08.2020
- Take all inbound calls (20-30 / day), Help customers with making purchases, Help customers to apply for Wayfair credit card, Answer customer questions about products and services
- Increased sales and customer satisfaction through personalized servicing.
- Handled administrative aspects of sales by completing customer contracts and warranties and accepting and processing payments.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating deep understanding of business and industry.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Stayed current on company offerings and industry trends.
- Set and achieved company defined sales goals.
- Boosted referral rates by cultivating positive relationships with satisfied customers who were eager to recommend our products/services to others.
Benefits Coordinator
College Station Modern Dentistry
College Station, TX
07.2015 - 09.2018
- Answer telephones and direct calls to appropriate staff, Schedule and confirm patients, Answer and return all emails and voicemails, Forward patient records, Correct and resolve any claim problems, Verify patient Insurance, Go over patient treatment plans and financial agreement, Call in medication per Dr
- Instructions, Maintain schedule, Schedule and maintain Specialty schedule
- Served as primary point of contact for employee benefits inquiries, resolving issues promptly and accurately.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked employees' benefits enrollment for accuracy and inputted all data into (Eaglesoft).
- Worked effectively in fast-paced environments.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Self-motivated, with strong sense of personal responsibility.
Office Manager
Safari Dental
Bryan, TX
10.2013 - 12.2014
- Enforce safety regulations, Keep records of employees' attendance and hours worked, Read and analyze charts, work orders, production schedules, and other records and reports to determine production requirements and to evaluate current production estimates and outputs, Conduct employee training in equipment operations or work and safety procedures, or assign employee training to experienced workers, Plan and establish work schedules, assignments, and production sequences to meet production goals, Answer telephones and direct calls to appropriate staff
Education
High School Diploma -
Travis B Bryan High School
Bryan, TX05.1988
Skills
- Account Management
- Customer Data Confidentiality
- Report creation
- Employee Coaching
- Multi-Line Phone Systems
- Professional telephone demeanor
- Teamwork and Collaboration
- Account updating
- Relationship Building
- Problem Resolution
- MS Office
- Call center experience
- Administrative and Office Support
- Call Center Operations
- Remote Office Availability
- Empathy Display
- Conflict Mediation
- Multi-line phone talent
- Calm Under Pressure
- Customer Account Management
- Work Prioritization
- Account Updates
- Customer Service
- Calm and Professional Under Pressure
- Data Entry
- (Spanish ) Fluency
- Microsoft Office
Timeline
Customer Service III
Texas A&M Agrilife
12.2020 - 02.2024
Sales Agent
Wayfair
11.2019 - 08.2020
Benefits Coordinator
College Station Modern Dentistry
07.2015 - 09.2018
Office Manager
Safari Dental
10.2013 - 12.2014
High School Diploma -
Travis B Bryan High School