Ruben D Garcia Ramirez
Austin
Summary
Multi-talented Associate Director that applies several years of experience in operations. Manages diverse business areas with eye for efficiency and quality. Excellent team leader and analytical problem-solver. Trusted by leadership to deliver under tight timelines.
Overview
9
9
years of professional experience
4042
4042
years of post-secondary education
Work History
Sales Support & PI, Associate director
Humana
11.2024 - Current
- Operational coordination: Successfully coordinate all operations for over +90 senior DMS sales agents, ensuring seamless workflow and high productivity.
- Continuous improvement: Consistently analyzing activities to identify optimization opportunities, leading to consistently better results vs previous years of testing (+20% AVG Improvement).
- Action planning: Developed and implemented action plans to enhance agent experience by improving it, tech, and operational processes, resulting in a 20% reduction in process & IT related issues. Help implement +10 different activations out of the 25 planned within our proposals to lead STARS to success.
- Training and Development: Oversee comprehensive training programs to up-skill agents and accurately track results leading to a 25% improvement in performance metrics as it comes to internal testing.
- Quality Assurance: Conduct daily audits for med52 calls and leader call reviews with actionable feedback to drive continuous improvement.
- Product Testing & Development: Developed and conducted over 800 product testing certifying operational readiness on all systems for BY28 ramp up.
- Queuing & Skilling: Designed and owned the MED52 queuing & skilling strategy, delivering an alternative to threshold routing that improved call distribution and service levels.
- Auditing: Primary point of contact for CMS test call monitoring and complex escalations (auditing, process, call handling, & agent/leader coaching).
- Built the DMS reintegration plan (post BY27) to help MED52 agents balance dual role in STARS with sales + mp360, driving +15% avg improvement across 8 DMS KPIs; within two months, stars moved from underperforming on 6/8 KPIs to above goal on 7/8.
- Supported training efforts for new team members on internal processes and tools.
- Facilitated meetings to discuss project updates and align team objectives regularly.
- Led process optimization initiatives across multiple departments to streamline operations.
DMS Sales Manager
Humana
05.2022 - 11.2024
- Led a 20+ agent team; mentored leaders; delivered consistent MoM performance improvements.
- Conducted 300+ interviews in two years; coordinated site recertification three consecutive years.
- Point of contact for cross-functional initiatives: MEDSUPs, cross-sell, Case Report, Digital Post-Acquisition, Linguistic Report & NLP, Compliance, CECP Transition, MED52, ACE AI proof-of-tech, Sunfire, 2024 DMS hiring/onboarding, and 2025 AEP readiness.
- Collaborated with cross-functional teams to align sales initiatives with corporate goals.
- Developed sales strategies to enhance market penetration and client engagement.
- Analyzed market trends to identify new business opportunities and customer needs.
- Conducted regular team meetings to review sales targets and share feedback.
DMS SALES AGENT
Humana
03.2020 - 05.2022
- Achieved aep goals 144% and 100% in consecutive years with outstanding kpis.
- Peer mentor; change champions ambassador (team pandas); POC for Path, Cogito, Watson, PCP personalization tool.
RETAIL SALES AGENT
SIXT RENT A CAR, INC.
09.2019 - 03.2020
- Top sales (Jan & Feb 2020); 45% upselling rate. Telesales, CX, complaint management, training, floor coordination, fleet planning.
FINE JEWERLY & WATCHES SALES SPECIALIST
MACY’S INC
12.2017 - 09.2019
- Sales, financing, floor ops, inventory, team lead. Achieved a peak holiday week at 142% to goal ($30K sales).
WAREHOUSE OPERATOR & ADMIN
GARKAN IMPORT EXPORT LLC
11.2016 - 12.2017
- Inventory & operations, fleet planning, telesales, customer service, bookkeeping.
Education
Certificate - Senior Executive Leadership Program
E-Cornell
Undergraduate Education - Mechanical Engineering
UNIVERSIDAD DE LOS ANDES
VZLA 01.2015 - 09.2016
Undergraduate Education - Chemical Engineering
SANTIAGO DE MARIÑO COLLEGE
VZLA 01.2014 - 09.2016
High School Education -
COLEGIO NUESTRA SEÑORA DEL CARMEN
VZLASkills
- Training & Onboarding
- Inside Sales & People Management
- Coaching & Compliance
- CAP resolution
- Product Development & Testing
- Process Optimization & CI
- Team efficiency
- Sales Operations & Enablement
- KPIs & Performance Analysis
- Motivational Salesmanship & Engagement
- Program/Project Management
- Quality Assurance & Compliance
- Cross-Functional Leadership
- Action Planning & Execution
- Sales Technology & Systems
- Bilingual Communication
- Data-Driven Decision Making
Awards
- Silver & Bronze Star Awards (DMS & STARS Leadership) for training, onboarding, linguistic reports, compliance, CAP resolution, BY27 STARS results, product testing, and center enablement.
- Team Spartans: Most efficient team at site for two consecutive years; sustained top-3 ranking in DMS. Grew team from #15 to #2 in DMS Sales goals AEP 2023 → AEP 2024.
- Presented in 2024 & 2025 during G&D Week to MarketPoint leadership (motivational feedback, STARS); top engagement in pulse surveys for G&D Presentations.
- Early partner in Salesforce Tech Development (MP360); supported creation of the Timesheet Report, improving leader time approvals and efficiency.
Languages
- English
- Spanish
Timeline
Sales Support & PI, Associate director
Humana
11.2024 - Current
DMS Sales Manager
Humana
05.2022 - 11.2024
DMS SALES AGENT
Humana
03.2020 - 05.2022
RETAIL SALES AGENT
SIXT RENT A CAR, INC.
09.2019 - 03.2020
FINE JEWERLY & WATCHES SALES SPECIALIST
MACY’S INC
12.2017 - 09.2019
WAREHOUSE OPERATOR & ADMIN
GARKAN IMPORT EXPORT LLC
11.2016 - 12.2017
Undergraduate Education - Mechanical Engineering
UNIVERSIDAD DE LOS ANDES
01.2015 - 09.2016
Undergraduate Education - Chemical Engineering
SANTIAGO DE MARIÑO COLLEGE
01.2014 - 09.2016
Certificate - Senior Executive Leadership Program
E-Cornell
High School Education -
COLEGIO NUESTRA SEÑORA DEL CARMEN