Customer Service Quality Assurance
Resume:
Yailin Ramirez
Austin, TX 78744
***********@*****.***
OBJECTIVE
I am an M.A. in Industrial/Organizational Psychology candidate with
excellent verbal and written fluency in English and Spanish, as well as
supervisory experience, seeking to hone my organizational skills by
contributing to your company's recruitment, promotion, and retention
practices.
PROFESSIONAL EXPERIENCE
EB/THS Call Center Supervisor
6/2008 - 12/2008, MAXIMUS, Austin, Texas
. Supervised Customer Service Representatives
. Interviewed prospective Customer Service Representatives
. Provided staff training on a continuous and ongoing basis
. Recorded and graded Customer Service Representatives weekly to ensure
complete Quality Assurance
. Supervised and helped Customer Service Representatives while assisting
beneficiaries
. Directed research activities, including investigations of reported
errors, and examination of recipient and client problem resolutions
. Attended supervisor meetings and conducted unit meetings
. Followed up on complaints on a daily basis
. Evaluated staff performance and conducted weekly, 90-day, and yearly
evaluations
. Kept and maintained employee records
Technician III
3/2008 - 6/2008, MAXIMUS, Austin, Texas
. Coordinated with Operations and Quality Assurance to develop or modify
quality-monitoring tools to meet operational and client needs
. Performed audits on Customer Care Representatives
. Carried out quality call monitoring
. Provided unit supervisors and call center managers with updates on all
issues regarding quality
. Worked closely with the Supervisor regarding research and resolutions of
complex cases and inquires requiring expert program knowledge
. Helped Customer Service Representatives to assist beneficiaries in
choosing a managed care plan and accurately respond to all recipient
questions
. Prepared weekly performance evaluations
Bilingual Customer Service Representative
1/ 2008 - 3/ 2008, MAXIMUS, Austin Texas
. Assisted a large demographic with inquiries concerning Texas Health
Steps, the STAR/STAR PLUS Program, and/or Medicaid in general
. Maintained Quality Assurance scores above 90%, and met KPR goals
. Provided excellent customer service
. Researched TIERS effectively to locate information to answer client's
concerns Performed research using all resource materials to be better
assist clients
Research Assistant for the Female Sexual Psychophysiology Laboratory
8/2006 - 5/2007, The University of Texas, Austin Texas
. Administer procedures and measures to participants for 3 studies:
Nicotine Study, Image Study, and Birth Control Study
. Set up data base for data entry
. Data Entry
. Administrative work
EDUCATION
The Chicago School of Professional Psychology, Los Angeles, California USA
2009 ( Present
Degree Goal: M.A. Industrial Organizational Psychology
Specialization: Organizational Diversity
Advisor: Albert Edwards III, Ph.D., SPHR
Activities and Societies:
Founding member of ConCISE Consulting: A student-run consulting firm
in Los Angeles, California that specializes in Organizational
Effectiveness, Workforce Diversity and Leadership training.
University of Texas, Austin, Texas USA
2004 ( 2007
Degree Achieved: B.A. Psychology
Minor: Spanish
SKILLS
Communication Skills
. Bilingual: Fluently speak, read, and write English and Spanish
. Exceptional listener and effective conveyor of verbal and written
information
Analytical/Research Skills
. Outstanding eye for detail
. Demonstrated talent analyzing and streamlining extensive processes
. Intermediate experience entering and analyzing statistical data
. Ability to assess organizational needs
Leadership Skills
. Goal-oriented attitude towards the attainment of a highly effective work
environment
. Intrinsically motivated
. Exemplarily reliable and responsible
. Highly innovative in the motivation and promotion of employee development
. Proven success training and developing employees
Interpersonal Skills
. Excellent, demonstrated, ability to interact with and lead a wide range
of demographics
. Remarkable performance working independently and as a member of a team
Computer Skills
. Microsoft Office on Windows and Macintosh
. Lotus Notes
. Large databases such as MAXSTAR, KIDS
. Navigation of statistical packages such as SPSS
Contact this candidate