Customer Service Representative

Nathaly Ramirez

Washington, DC ***** ad5wob@r.postjobfree.com 240-***-****

People-oriented and dependable professional with over four years of experience in customer service. Specializing in quality and efficiency, I am able to address several customer concerns and build meaningful relationships with consumers while speaking with them over the phone. I am interested in a customer service representative role to lend diverse product knowledge and grow the business using interpersonal communication skills.

Skills

Customer Service

Interpretation and Translation Services for Spanish speaking Customers

Issue and Complaint Resolution

High Volume Calls

MS Office Suite

Front Desk Management

OSHA

Work Experience

Bilingual Customer Service Representative

The Midtown Group - Washington, DC

November 2023 to January 2024

Managed a high volume of calls from both English and Spanish-speaking customers

Verified Personal Protected Information (PPI) for customer accounts

Recorded comprehensive notes on each customer’s account

Directed customers to the appropriate departments as needed

Offered information Medicaid eligibility dates to consumers

Guided consumers through the selection of insurance plans, aided in documentation submission, completed applications, entered income information, and reviewed agreements

Conducted screenings to assess customer hardships and determine subsidy needs

Bilingual Call Center Representative/Customer Service

Belcan

October 2022 to October 2023

Received incoming calls and inquiries regarding vehicle safety recalls, child safety seats, vehicle equipment, publications, and other matters under the jurisdiction of NHTSA for both English and Spanish speaking customers.

Managed telephone calls with courtesy and efficiency, adhering to proper telephone etiquette protocols, including preparing for incoming calls, speaking clearly, listening attentively, demonstrating sensitivity to callers' needs and moods, managing irate callers, effectively screening calls, and transferring calls as needed.

Ensure the timely resolution of issues

Identified issues or problems and conducted follow-up research to help find resolutions

Upheld confidentiality of sensitive information and documentation in accordance with both customer and organizational policies and procedures

Recorded accurate and detailed information, including vehicle safety complaints in NHTSA’s Artemis database

Bilingual Member Service Representative

Copart, Inc

October 2021 to June 2022

Processed payments and updated vehicle notes in the lot

Answered multi-line telephones professionally, catering to both English and Spanish-speaking customers

Utilized company resources to gather information and provide solutions to meet customers’ needs

Contacted clients to obtain vehicle pick-up details

Organized documents based on specified criteria and managed incoming and outgoing mail accordingly

Read an interpreted a variety of reports and documents

Ensured proper completion of sales documents and fulfilled other duties as assigned

Medical Receptionist Technician

CSL Plasma

January 2020 to October 2021

Administered vital sign assessments and recorded temperatures

Performed registration procedures to confirm donor suitability for plasma pheresis

Managed incoming calls, addressing inquiries, or transferring them to the appropriate staff member

Conducted finger sticks to collect samples for hematocrit and total protein level assessments

Educated new donors on therapeutic products derived from donated plasma, explaining the screening process, health tests, appointment scheduling, fees, and center policies

Remained vigilant for donor reactions during or after the pheresis process, promptly notifying appropriate staff of any issues

Accurately input donor data into the electronic information system as outlined in the SOPs

Maintained a clean, efficient work environment and ensured sufficient operating supplies were available

Followed all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.

Maintained confidentiality of all personnel, donors, and center information.

Cross-trained in other areas to meet the needs of the business.

Education

Crossland High School Graduated May 2019

Certified Nursing Assistant Completed May 2020

Geriatric Nursing Assistant Completed January 2020

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