Valerie Ramirez

ad2ps6@r.postjobfree.com

United States – Remote

PROFESSIONAL SUMMARY

Experienced customer service advisor with over five years of experience in processing systems, reporting, and virtual support. Excited to bring my proven skills and customer enthusiasm to the organization and team.

Knowledge & Skills Areas

• Call Centers

• Virtual Support

• Written and verbal communication skills

• Knowledge Base

• Customer Experience

• Negotiation / Sales

PROFESSIONAL EXPERIENCE

CALL CENTER CR ADVISOR, INLAND SOCAL UNITED WAY 10/2022 – Present

• Greet incoming callers upon answering and thank callers for utilizing the resources with the company.

• Maintained an average of 93% Q&A (quality and assurance) proactivity rate goal each quarter for the department and maintained a 93% customer satisfaction survey rating.

• Serve as point of contact and provide knowledge base articles to educate callers on statuses related to specific resources.

• Follow all company standards regarding resources, HUD guidelines, management, and revenue.

• Review, audit, and electronically sensitive information using specialized handling instructions.

• Identify areas of opportunity and success by analyzing user conversation.

• Triage 100+ inbound calls and email inquiries from callers to assist with community resources.

• Calmly manage and resolve callers’ situations from calls made prior, including disorderly callers.

• Document caller’s interactions and resolution paths, building documentation for proactive and reactive resolution. HR WORKER'S COMPENSATION COORDINATOR TNG RETAIL SERVICES 01/2018-03/2020

• Compliance Reporting & Auditing including risk identification.

• Communicate with insureds, injured workers, agents, brokers, witnesses, attorneys, loss prevention, and underwriters to obtain and relate necessary information to determine coverage/compensability, facts of loss, and degree of liability/exposure.

• Review and evaluate all work-related accident reports for completeness and clarity.

• Resolve payroll discrepancies by collecting and analyzing information and responding to payroll inquiries.

• HRIS; Accurate reporting, documenting, and processing of all WC claims within state and federal policies.

• Revamp rehabilitation efforts to provide injured employees with work opportunities (when applicable.)

• HRIS; Designing, analyzing, and distributing recurring monthly reports on Worker’s Compensation data.

• Ensured accounting activities, including journal entries, reconciliations, and month-end close processes of payroll on a bi-weekly basis from the ADP software, for those participating in the Return-to-work program. OFFICE SUPERVISOR FORTRESS HOLDING GROUP LLC 0404/2012-04/2017 HR COMPENSATION PROCESSOR:

• HRIS Processed Payroll/ Invoices for 35 clients over 400 employees. Ensure compliance with accounting policies, procedures, and relevant regulatory requirements by requesting approval from the client regarding any changes in hours or rates.

• Audit payroll information for in-depth analysis of financial data, identifying trends, discrepancies, and opportunities for improvement.

• Ensure compliance with accounting policies, procedures, and relevant regulatory requirements with federal and state payroll regulations.

Valerie Ramirez

ad2ps6@r.postjobfree.com

United States – Remote

HR GENERALIST:

• Full Onboarding Cycle: I-9 verification forms, W4, checked for proper In-take documentation.

• Processed In-house screens and Background Checks.

• Monthly reports on labor laws for staffing employees.

• Stay up to date with accounting standards and best practices and provide guidance to the finance team.

• Tracks and prepares reports on employee status changes.

• Maintained a confidential relationship with clients, employees, and staff.

• Managed Heavy Data Entry, phone calls, comments, concerns, and complaints in a professional manner. HR RECRUITING SPECIALIST

• Prioritized immediate requests. Revised & and replied to all emails in a timely manner.

• HRIS Database: Data Entry for New/ Existing Associates. Process interviews, intakes, and prescreen associates.

• Slashed sales costs by 30% by negotiating pricing and fees while ensuring the continuation and enhancements of services. Scheduled client meetings to improve turnover, policies, procedures, and safety.

• Regroup with the team, regarding any feedback, updates, ideas, etc.

• Experience working with recruiting and people-related tools and systems, including applicant tracking systems, resume databases, internet sourcing tools, and complex spreadsheets. Utilize search engines; Indeed, Zip Recruiter, CareerBuilder, and Facebook.

EDUCATION + CERTIFICATIONS

Business Associates HIPAA Awareness

Date of Issue: 9/11/2023

Expiry Date: 9/11/2025

California Department of Social Services

Mandated Reported CERT-01121088

Certificate of Completion October 2022

Southwest High School

High School Diploma of Completion June 2005

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