Customer Service Team Supervisor

Ryan B Ramjit

**** ***** **

Orlando Fl, *****

************@*****.***

321-***-**** (Cell) 407-***-**** (Home)

Objective:

To obtain a position where I can maximize my multilayer of management skills, quality assurance, program development, training experience, and customer service Experience:

ASM Research

April 2021- June 2023

Federal Retirement Thrift Savings Board (ASM Research Trainer/Delivery) Trained PSR’s (Participant Service Representatives) on taking calls from Veterans and Government officials regarding their investments and retirement using the Sales Force Platform.

Conducted quality analysis on agents calls.

TIVOD (Title 4 Origination and Disbursement) ASM Research Trainer/Delivery Trained CSR on taking calls from Students and students family members regarding the Student Aid forgiveness program laid out by the Biden administration. Conducted quality analysis on agents calls.

CalCONNECT Trainer/Delivery Team ASM Research

Trained Case Investigators, Contact Tracers, and Supervisors on multiple courses on the State of CA Public Health “CalCONNECT” platform developed on Salesforce. TTEC (Assurance Healthcare)

June 2020 – Feb 2021

Trainer/Performance Leader

Trained agents on selling Medicare Products, using various programs. Managed a team of 20+ agents

Conducted quality analysis on agents calls

and resolved customer complaints and escalations

Conducted team meetings and helped motivate agents Connextions HCI LLC (October 2004-March 2020)

Caremark (Pharmacy Help desk)

Handled incoming calls from Pharmacies regarding patients’ medications. Handled and resolved complaints and escalations.

Kaiser Permanente (Member Retention Team Supervisor/Trainer) Conducted face to face training on Kaiser Permanente Medicare plans, and Retention of members.

Managed a team of 20 agents

Headed the Retention program in our facility

Conducted quality analysis on agents calls

Handled and resolved customer complaints and escalations Conducted team meetings and helped

motivate agents.

United Healthcare (Licensed Medicare Sales Agent)

Helped potential clients decide what products or services would best suit their needs. Kept records of transactions, updated, and maintained databases of information Prepared reports, maintained records, and sought out new clients United Health Care (Customer Service Representative) Provided information in response to inquiries about products or services. Handled and resolved complaints

Followed up with an individual customer until a question was answered or an issue was resolved

HealthNet (PDP Customer Service and Sales)

Provided information on Prescription Drug Plan to potential client. Sold various PDP plans and retained current clients.

Education

Maynard Evans High School

Valencia Community College

Computer Skills

Proficient with Microsoft Word, Excel, PowerPoint, Salesforce and Seibel

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