Ryanne Vinal
Saint Augustine,FL
Summary
Highly accomplished recent graduate with a proven ability to drive operational improvements and solve complex issues. Skilled at building strong partnerships with clients and colleagues to achieve organizational goals. Equipped with extensive training and hands-on experience, ready to embrace new professional opportunities and create a significant impact.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Mass General Brigham
02.2024 - Current
- Adhered to HIPAA, company policies, and confidentiality agreements
- Researched claims to verify they paid correctly using plan documents and company systems
- Navigated resources efficiently to provide members information on benefits, cost-sharing, and other health insurance inquiries
- Redirected incoming calls to the appropriate departments
- Maintained average of 7 minutes and 5 seconds handle time
- Resolved over 50 calls per day
- De-escalated calls and resolved issues efficiently, escalated to appropriate team when needed.
Call Center Representative
Campus Door
08.2022 - Current
- Coach trainees by dialing into calls and providing real-time feedback and guidance where needed
- Produce evaluation reports for upper management and evaluate progress of trainees
- Develop training materials to be used as mock processing documents
- Nominated for 2 different customer service awards
- Coordinate with 21+ lenders to provide accurate information and exemplary customer service to clients
- Navigate OneNote resources in a timely manner to provide first-call solutions to all clients
- Maintain high quality assurance scores of 98%+ through a fast-paced environment and heavy call volume, up to 50 calls per day
- Follow security protocols to protect proprietary information belonging to each application and client
- Troubleshoot technical difficulties in a timely fashion using clear communication
- Utilize data entry skills to document all communication and processing on client applications.
Event Ambassador & Marketing Associate
Topgolf
06.2019 - 02.2022
- Coordinated with supervisors to help manage recruitment and new hire events
- Managed new hire performance and led on the job training
- Created comprehensive marketing plan to drive membership sales for events
- Managed execution of events exceeding $50,000
- Represented company in major B2C networking events showcasing services
- Coordinated between 5 departments venue-wide to ensure logistical success of event
- Delegated tasks to 5-10 event ambassador staff ensuring smooth event execution
- Communicated with outside vendors to coordinate successful corporate events and fundraisers
- Prepared event space and greeted clients at the door, escorted point of contact to event space
- Processed and maintained individual tabs for over 150 customers at a time
- Advised safety guidelines at the start of each event and responsibly served alcohol to clients
- Built rapport with clients by following up with point-of-contact at the end of the event, completed event evaluations.
Education
Bachelor of Science in Business Management -
Western Governors University
Salt Lake City, UT03.2022
Skills
- Spanish
- Training and mentoring
- Training development
- Customer Relations
- HR policies and procedures
- Diversity and Inclusion
- Recruiting
- Onboarding and Orientation
- Training and mentoring
- Training development
- Performance Management
- Customer service
- Help desk
- Events management
- Digital marketing
- Quality assurance
- Organizational skills
- Leadership
- Time management
- Relationship management
- Phone etiquette
- Problem Resolution
- Microsoft Office Programs
- Amazon Workspace
- Canva
- BlueHost
- CXONE (1 year)
- QNXT (1 year)
Timeline
Customer Service Representative
Mass General Brigham
02.2024 - Current
Call Center Representative
Campus Door
08.2022 - Current
Event Ambassador & Marketing Associate
Topgolf
06.2019 - 02.2022
Bachelor of Science in Business Management -
Western Governors University
Similar Profiles
ANGELA KELLYANGELA KELLY
Senior Director, Performance Improvement & Outcomes - Perioperative and Procedural at Mass General Brigham, Brigham & Women's HospitalSenior Director, Performance Improvement & Outcomes - Perioperative and Procedural at Mass General Brigham, Brigham & Women's Hospital
Jon FullertonJon Fullerton
Director, Operations & Process Improvement at Brigham & Women's Hospital | Mass General BrighamDirector, Operations & Process Improvement at Brigham & Women's Hospital | Mass General Brigham
Scott AllawayScott Allaway
PEOPLESOFT FINANCE SYSTEM ANALYST II at Mass General BrighamPEOPLESOFT FINANCE SYSTEM ANALYST II at Mass General Brigham