Yesenia Ramos
Hialeah,FL
Summary
Proven track record in enhancing customer loyalty and streamlining operations, evidenced by roles at Satco and Medcare Infusion Services. Expert in Microsoft Excel and adept at problem-solving, I've significantly improved service delivery and operational efficiency. Achievements include developing strategies that increased repeat business and optimized billing processes, demonstrating a strong blend of analytical and interpersonal skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Satco
12.2023 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, Billing and finding satisfactory resolutions for both customers and the company alike.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Administrative Assistant
A Better Blind
02.2017 - 11.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Developed filing system for historical documents, preserving important company records and improving access to information.
Medical Collections Specialist
Medcare Infusion Services
09.2009 - 01.2017
- Conducted comprehensive audits of patient accounts periodically, identifying discrepancies requiring correction or further investigation.
- Prevented potential legal issues by adhering to federal and state regulations governing medical collections activities.
- Worked closely with clinical staff to verify services rendered, enabling accurate coding and billing procedures.
- Negotiated payment plans with patients, ensuring timely payments and reducing financial strain on the practice.
- Updated patient records accurately to ensure seamless coordination between departments and minimize delays in treatment or billing.
- Maintained thorough knowledge of billing regulations, keeping the practice compliant with industry best practices.
- Enhanced revenue recovery through diligent follow-up on delinquent accounts.
- Reviewed aging reports regularly to prioritize collection efforts strategically based on account status and risk level.
- Assisted in reconciling deposit and patient collections.
- Logged charges and payments within [Software].
- Analyzed customer financial records to determine appropriate payment plan.
Education
High School Diploma -
Hialeah High School
Hialeah, FLSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Money handling abilities
- Microsoft Excel
- Customer satisfaction measurement
- Product Knowledge
- Administrative Support
- Building rapport
Certification
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
Satco
12.2023 - 08.2024
Administrative Assistant
A Better Blind
02.2017 - 11.2023
Medical Collections Specialist
Medcare Infusion Services
09.2009 - 01.2017
High School Diploma -
Hialeah High School
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