Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

SHARMEE RAFAEL

Davenport,FL

Summary

Dynamic, bilingual professional with extensive experience in technical support and customer service in the automotive auction industry. Skilled in troubleshooting auction software, supporting dealer clients, and resolving technical issues in high-pressure, real-time environments. Adept at communicating with internal teams and clients to ensure seamless auction operations across digital and in-lane platforms. Proven track record in achieving a 97% satisfaction rating while resolving complex issues. Proficient in Salesforce and technical troubleshooting, with strong communication skills that enhance team productivity and client engagement.

Overview

14
14
years of professional experience

Work History

Bilingual Technical Support

OPENLANE
03.2024 - Current
  • Educate and coach customers on best practices for using OPENLANE products and services.
  • Supported dealers and buyers through auction day check-in, vehicle status updates, and post-sale processes.
  • Handled 60+ support cases weekly via email, chat, and phone with a 97% satisfaction rating.
  • Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability.
  • Serve as a Subject Matter Expert for the design and development of training materials.
  • Resolved title issues, payment concerns, and transport scheduling inquiries.
  • Responsible for providing superior technical support and troubleshooting.

Lead Ophthalmic Technician

Dr Elliot Cooperman M.D
Orlando, FL
10.2020 - 01.2024
  • Obtain accurate and detailed medical, medication and vision history.
  • Performing diagnostic imaging tests, such as fluorescein angiography, optical coherence tomography (OCT), and ultrasound scans.
  • Assist with in-office procedures such as Lasers, Cryo's and ocular injections.
  • Surgery scheduling: Expertly managed planning, scheduling, and coordination of outpatient procedures, explain pre- and postoperative procedures to patients.
  • Front office: Scheduling, Collect co-pays, deductibles, coinsurance and balances on accounts.
  • Collect, verify, and maintain patient insurance information, including authorizations and referrals.
  • Assist with medical coding and billing tasks.
  • Quality and MIPS Assurance Specialist; participate in planning, implementing, and monitoring the continuous quality improvement program, conduct and analyze MIPS/QPP audits, Review Promoting Interoperability measures to discuss workflows, and other duties to meet reporting goals.
  • Create and define content and training curriculum for technical and non-technical audiences, including Elearning modules and webinars.

Ophthalmic Technician

Magruder Eye Institute
Orlando, FL
07.2019 - 10.2020
  • Obtain accurate and detailed medical, medication and vision history.
  • Working up patients (VA, COVER TEST, PUPILS, CVF, Color Vision Test, Broad H/EOM, Near Point Convergence Test, IOP, Dilation).
  • Dry eye assessment (SPEED Questionnaire, Schrimer test, Tear Lab Osmolarity).
  • Instruct patients in inserting and caring for contact lenses.
  • Perform diagnostic tests: Auto refractometer/Keratometry, Auto lensometer, OCT, Topography, Visual Field, FUNDUS PHOTOS (OPTOS).

Lead Technician/Assistant Manager

Alafaya Vision Center
Orlando, FL
04.2019 - 09.2019
  • Working up patients (VA, COVER TEST, PUPILS, CVF, Color Vision Test, IOP, Dilation).
  • Instruct patients in inserting and caring for contact lenses.
  • Auto refractometer/Keratometry, Auto lensometer, HVF, FUNDUS PHOTOS (OPTOS), Ishihara color vision test.
  • Recruited and trained new employees.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Front office: Scheduling, Insurance verification, Submit claims to insurances with the correct diagnosis and procedure codes.

Member and Provider Services (Ambetter)

Centene Corporation
Orlando, FL
09.2018 - 04.2019
  • Handling a high volume of inbound calls and outbound calls, follow ups as required.
  • Help members and/or providers regarding website registration and navigation.
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
  • Educate members and/or providers on health plan initiatives.
  • Provide first call resolution working with appropriate internal/external resources and ensure closure of all inquiries.
  • Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis.
  • Trained and supervised new employees to promote overall team productivity and consistent service.

Bilingual Engagement Expert Mentor

Synchrony Financial
Altamonte Spr, FL
10.2016 - 05.2018
  • Handle inbound calls from many cardholders.
  • Participate in Chat support/Floorwalker and Mentoring during the training period for new hires.
  • Assist in the recruitment process, conduct interviews.
  • Constantly met all process controls and metrics for daily management of the call center.
  • Create 'Did You Know's on trending mistakes to promote awareness and accuracy.
  • Provide technical help for online assistance.
  • Participated in the mentoring program to assist new hires.
  • Monitor and evaluate the quality of inbound calls to achieve the highest level of quality and meet expectations.
  • Providing guidance and coaching to new hires during classroom phone days and throughout the bridge period by floor walking.

Office Manager/Payroll Administrator

HML INC
Orlando, FL
07.2011 - 09.2016
  • Process payroll accurately and on time, following company policies and government regulations.
  • Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
  • Managed continuous enrollment processes, as well as yearly enrollment periods.
  • Processed payroll garnishments such as tax liens and child support.
  • Audit all appraisals of trade-in vehicles.
  • Collaborated with colleagues to improve payroll system, resulting in a 35% decrease in overall administrative expenses.
  • Implement growth strategies that align with automotive group objectives by carefully assessing profit and loss while maintaining vehicle inventory that meets the needs of the local market.
  • Overseeing sales floor, individual deal closings and financing.
  • Preparing monthly feedback reports on payment collections.
  • Process accounts receivable and accounts payable.
  • Manage the payoff of vehicle floor plan and trade payoffs and works with bank representatives.
  • Submitting all legal transfer documents to the DMV.
  • Process paperwork associated with sales may include printing daily reports, maintaining deal jackets, contacting finance companies regarding contracts, obtaining required information regarding registration and/or titling, processing reassignments, and auditing completed paperwork.
  • Process auction sales, dealer registration, and/or appraisal lane purchases to include the collection of titles (calls and follow up).

Education

Bachelor of Science - Business Administration and Management

Herzing University
Winter Park, FL
05-2026

High School Diploma -

Colonial High School
Orlando, FL
05.2011

Skills

Technical proficiencies

  • Microsoft Office products
  • Google Suite
  • CRM: Salesforce
  • Software: Slack, Intercom, Confluence, Jira
  • E-signature and document tools (DocuSign, Adobe Sign)
  • Auction platforms: ADESA, AuctionACCESS, AIA
  • Mondaycom

Languages:

  • Dutch, Papiamento, English, Spanish


Areas of expertise

  • Technical troubleshooting
  • Auction software and platform support
  • Web crawling/search
  • Title and VIN verification systems
  • Registration and account setup assistance
  • Real-time chat and phone support
  • Computer skills
  • Training development

References

Available Upon Request

Timeline

Bilingual Technical Support

OPENLANE
03.2024 - Current

Lead Ophthalmic Technician

Dr Elliot Cooperman M.D
10.2020 - 01.2024

Ophthalmic Technician

Magruder Eye Institute
07.2019 - 10.2020

Lead Technician/Assistant Manager

Alafaya Vision Center
04.2019 - 09.2019

Member and Provider Services (Ambetter)

Centene Corporation
09.2018 - 04.2019

Bilingual Engagement Expert Mentor

Synchrony Financial
10.2016 - 05.2018

Office Manager/Payroll Administrator

HML INC
07.2011 - 09.2016

Bachelor of Science - Business Administration and Management

Herzing University

High School Diploma -

Colonial High School

Similar Profiles

CREATE PROFILE
SHARMEE RAFAEL