Natalie Ramos
Garden Grove,CA
Summary
Innovative Call Center Supervisor who drives process improvements to enhance operational efficiency. Strengthens client retention through effective team training, a deep understanding of customer needs, and strong attention to detail.
Overview
15
15
years of professional experience
Work History
Call Center Supervisor
Liberty Dental Plan
Irvine, CA
03.2021 - 04.2026
- Supervised call center operations, ensuring the team achieved a 90% adherence rate and 80% QA target, while consistently meeting SLA, ABA, and FCR requirements in line with contractual agreements.
- Mentored 20+ remote Member Service Representatives (MSRs), enhancing performance, engagement, and overall team productivity.
- Designed and implemented monthly incentive programs to boost team performance and engagement.
- Developed and delivered monthly PowerPoint presentations highlighting key performance metrics and areas for departmental improvement.
- Developed training programs for new hires, enhancing onboarding efficiency and team performance.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Resolved escalated customer issues, driving resolution through effective communication and problem-solving techniques.
- Monitored call quality and delivered targeted, constructive feedback to improve individual performance, ensuring the team consistently met and exceeded the 89% departmental goal.
- Led full-cycle recruitment, including sourcing, interviewing, and onboarding, to support team growth and achieve performance targets. Conducted interviews and candidate evaluations to build and maintain a high-performing, customer-focused team.
- Collaborated with management to onboard the outsourced team in the Philippines, ensuring a smooth and seamless transition.
Supervisor
RIA Financial
Buena Park, CA
11.2015 - 02.2020
- Recruited, managed and mentored a team of 24 new hired representative in Buena Park, El Salvador, Malaysia, Senegal and Mexico
- Mentored 2 leads one in Buena Park and the other in El Salvador
- Recruitment with Tulio system , interview and train
- Set clear expectations, coaching and motivate to continue improvement
- Meet and exceed monthly goals by monitoring and developing team members
- Created the Training Manual for the US site and Canada site
- Assist with escalated calls from customers
- Handled high volume of incoming email inquiries
- Managed approved days off and time card corrections
- One on One meetings with CSR’s to discuss performance and provide feedback
- Generate monthly KPI reports and presented quarterly results to managers and VP
- Quality Assurance overall scores as a team of 85%
- Traveled to El Salvador to meet with the team and Human Resources to review country policies
Inbound Call Center Supervisor
Western Dental Corporate
Orange, CA
04.2012 - 07.2015
- Recruited, managed and mentored a team of 17-20 new hired representative
- Top Show to Marketing (70%) within the first month of production
- Effectively communicated with team members to maintain clearly defined expectations.
- Ranked Top two highest producing team for 2013
- C.O.R.E President
- Implemented Go Paperless
- Improved First Call Resolution (FCR) within all departments going from 40% to 10% resulting on a ROI of $500,000.00
New Patient Representative
Western Dental
Santa Ana, Ca
03.2011 - 04.2012
- Assisting high volume call center.
- Providing patients with first appointment expectations.
- Assisted with incoming inquires in regards to Western Dental.
- Up sold services offered by Western Dental.
- Fore taking the role of Team trainer.
- Performing and exceeding quality assurance guidelines. Consecutively maintaining a QA average of 90% or above.
Education
AA - Business Management
Santa Ana College
Santa Ana, CA08.2004
Skills
- Microsoft Office
- Computer proficient
- Critical thinking
- Communication
- Training and development
- Self-motivated
- Dedicated to process improvement
- Strong problem solving
Languages
Spanish
Native or Bilingual
Timeline
Call Center Supervisor
Liberty Dental Plan
03.2021 - 04.2026
Supervisor
RIA Financial
11.2015 - 02.2020
Inbound Call Center Supervisor
Western Dental Corporate
04.2012 - 07.2015
New Patient Representative
Western Dental
03.2011 - 04.2012
AA - Business Management
Santa Ana College