Customer Service Quality Assurance
Resume:
Amona Ramadan
737-***-**** ️ **************@*****.***
Austin, TX
Professional Summary
Dedicated and adaptable professional with experience across customer service, healthcare operations, public transportation, and retail environments. Proven ability to provide exceptional client support, uphold quality standards, and operate effectively in fast-paced, compliance-driven settings. Currently pursuing a Bachelor’s degree in Business Management, bringing a strong foundation in organizational effectiveness and team collaboration. Professional Experience
CapMetro — Bus Operator
Austin, TX April 2024 – Present
● Ensure safe, timely transportation of passengers while maintaining a courteous and professional demeanor.
● Operate vehicles in accordance with traffic laws and agency regulations.
● Assist passengers with special needs and provide route information to riders.
● Maintain accurate trip logs and incident reports. Superior HealthPlan — Quality Improvement Specialist Austin, TX Sep 2023 – Apr 2024
● Supported the execution of quality improvement initiatives to ensure compliance with regulatory and accreditation standards.
● Conducted data analysis and prepared reports to identify trends and performance gaps.
● Collaborated with internal departments to implement action plans for service improvement.
● Participated in audits and facilitated provider and member engagement efforts. Texas Medicaid & Healthcare Partnership (TMHP) — Customer Service Representative Austin, TX Nov 2021 – Aug 2023
● Responded to Medicaid-related inquiries from providers and beneficiaries with professionalism and efficiency.
● Navigated multiple systems to provide accurate information and resolve complex issues.
● Ensured confidentiality and compliance with HIPAA and state regulations.
● Assisted in training new team members and participated in quality assurance reviews. H E B Grocery — Cashier
Round Rock, TX Jan 2017 – Nov 2019
● Delivered friendly and efficient checkout service to a high volume of customers.
● Handled cash, credit, and digital payments with accuracy.
● Provided product information and assisted with customer concerns.
● Maintained a clean and organized work area, contributing to store presentation and safety.
Education
University of Phoenix
Bachelor of Science in Business Management
Expected Graduation: January 2026
Skills
● Customer Service & Communication
● Healthcare Claims & Medicaid Knowledge
● Data Entry & Documentation
● Quality Assurance & Process Improvement
● Conflict Resolution
● HIPAA Compliance
● Public Safety & Transportation Regulations
● Multitasking in High-Volume Environments
● Microsoft Office Suite & CRM Software
● Bilingual Support (if applicable – you can clarify) Cover Letter
Dear Hiring Manager,
I am writing to express my interest in opportunities within your organization that align with my diverse background in customer service, healthcare support, and public service operations. With a demonstrated history of providing outstanding client care in both clinical and non-clinical environments, I bring a well-rounded perspective and strong commitment to service excellence. My experience spans from supporting Medicaid providers at Texas Medicaid & Healthcare Partnership, to improving healthcare processes at Superior HealthPlan, and currently serving the community as a bus operator for CapMetro. These roles have strengthened my ability to communicate effectively, maintain compliance in regulated settings, and deliver consistent results under pressure.
I am currently pursuing a Bachelor of Science in Business Management at the University of Phoenix, with expected graduation in January 2026. My education complements my hands-on experience and enhances my strategic thinking and leadership capabilities. I am confident that my work ethic, adaptability, and customer-focused approach make me a strong candidate for your team. I would welcome the opportunity to further discuss how my background aligns with your organization’s needs.
Thank you for your time and consideration.
Sincerely,
Amona Ramadan
️ **************@*****.***
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