Remote Bilingual Benefits Customer Service

Michelle Ramirez

El Paso, TX ***** +1-915-***-**** ********.**********@******.***

Professional Summary

Bilingual Customer Service, Healthcare Support, and Call Center Specialist with 25+ years of experience across remote support, retention, collections, medical offices, hospital admissions, scheduling, and sales. Certified Customer Service Specialist (6 month program, completed June 17, 2021). Extensive background in both customer service and medical environments, including benefits verification, pre certification, patient intake, front desk operations, and multi specialty office support. Skilled in de escalation, problem resolution, CRM systems, and high volume communication. Fully equipped for remote work with Windows 11, headset, and private workspace. Available 4 PM to 6 AM, including evenings, overnights, and weekends. Seeking remote CSR, call center, healthcare support, scheduling, or retention roles. Work Experience

Remote Bilingual Customer Service Representative

HCLTech El Paso, TX

January 2026 to Present

1. Sell and distribute patient education brochures, pamphlets, and medical resource materials to clinics, specialty practices, and medical offices.

2. Provide offices with educational tools that support diagnosis explanations, treatment plans, medication instructions, imaging prep, pre op preparation, and post op recovery guidance. 3. Help clinics choose the right educational materials to improve patient understanding, compliance, and overall health outcomes.

4. Communicate with office managers, nurses, and physicians to identify patient education needs and recommend appropriate resources.

5. Supply materials that guide patients through next steps in care, including labs, imaging, follow up appointments, and chronic condition management.

6. Maintain accurate documentation of orders, product requests, and follow ups in CRM systems. 7. Build long term relationships with clinics by offering reliable support, product knowledge, and solutions that benefit both the practice and their patients.

8. Deliver high quality customer service during evening and overnight hours, ensuring timely delivery and resolution of clinic needs.

9. High call volume of inbound and outbound calls

Customer Service Representative/Sales Representative Aqua Crystal LLC El Paso, TX

April 2023 to October 2025

• Answered all incoming calls to the office, assisted customers with questions, and scheduled service appointments.

• Performed outbound cold calls to generate new leads and promote water filtration and softener systems.

• Handled inbound sales calls, provided product information, and set appointments for home evaluations.

• Scheduled and coordinated in home water testing to check for pollutants, minerals, chlorine levels, and overall water quality.

• Conducted in home demonstrations showing customers the need for water softeners and filtration systems.

• Educated homeowners on water safety, system benefits, and long term cost savings.

• Set appointments for technicians and ensured customers were prepared for installation or service visits.

• Provided bilingual (English/Spanish) customer support for residential and commercial clients.

• Maintained accurate records of calls, appointments, and customer interactions. CSR-activation specialist /Remote/

DISH Network El Paso, TX

October 2023 to September 2024

• Activated new accounts and devices for DISH Network, Boost Infinite, and Boost Mobile customers.

• Assisted customers with prepaid device support, including recharging prepaid cards, adding minutes/data, and troubleshooting activation issues.

• Handled inbound and outbound sales calls, promoting service plans, upgrades, and special offers.

• Retained customers by identifying issues, offering solutions, and preventing cancellations.

• Processed payments, updated accounts, and resolved billing concerns.

• Provided bilingual (English/Spanish) support across multiple regions.

• Documented all customer interactions accurately in CRM systems.

• Delivered professional, friendly service while de escalating frustrated or upset customers.

• Basic Technical Support

Customer Service Representative

Avantive Solutions Tulsa, OK

January 2023 to April 2023

• Kept members happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.

• Provided a superior customer experience in order to build a loyal customer base.

• Answered customer calls promptly to avoid long wait times on hold.

• Gathered customer feedback and made process changes in order to exceed 100% customer satisfaction goals.

• Was responsible for processing up to [40 plus] customer orders per day.

• Am responsible for resolving customer issues and making recommendations.

• Have excellent listening skills, including the ability to recognize the problem, show empathy and concern for the person's situation, analyze the root cause, and ensure a resolution.

• Provided a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

• Took payments

• Activated insurance cards, card replacements, and cancellation of list and stolen benefit cards Cook

Sunny's Sushi, Steak, & Seafood House El Paso, TX July 2018 to October 2019

• Assisted the head chef with daily kitchen operations and food preparation

• Took a lead role during busy shifts and helped coordinate workflow for the kitchen team

• Prepped ingredients, cut vegetables, portioned proteins, and restocked stations during long 10–12 hour shifts

• Helped prepare sushi, grill items, and specialty dishes following restaurant standards

• Ensured food quality, presentation, and timing met chef expectations

• Maintained a clean and sanitary workstation following health and safety guidelines

• Handled phone orders and to go orders, checking accuracy before pickup

• Supported opening and closing duties including cleaning, restocking, and equipment checks

• Worked efficiently in a fast paced, high volume environment while maintaining consistency and quality Customer Service Collections Representative

GC SERVICES LP El Paso, TX

January 2006 to February 2012

• Sprint Mobile customers regarding billing, payments, and account questions

• Assisted customers with plan changes, upgrades, device support, and service troubleshooting

• Processed payments, set up payment arrangements, and resolved billing discrepancies

• Provided retention support by resolving issues and preventing cancellations when possible

• Documented all customer interactions accurately in Sprint’s internal systems

• Met call center performance metrics including call handling time, quality scores, and customer satisfaction

• Escalated complex issues to supervisors or specialized departments when needed

• Delivered bilingual (English/Spanish) support to assist a wide range of customers

• Worked on site in a fast paced call center environment while maintaining professionalism and accuracy Doctor Assistant

Dr. Ediberto Soto-Cora M.D. (cardiologist) El Paso, TX September 2001 to April 2005

• Assisted the physician with outpatient surgical procedures, including right and left heart catheterizations and stent related prep

• Prepared patients for procedures, explained steps, and provided pre op and post op instructions

• Took vitals, documented medical history, and updated patient charts accurately

• Prepared exam rooms, sterilized instruments, and maintained clinical cleanliness standards

• Verified insurance benefits and obtained pre certifications for exams, treatments, and procedures

• Scheduled patient appointments, follow ups, and coordinated referrals when needed

• Managed front desk operations including check in, check out, and medical records

• Answered high volume phone calls and provided bilingual (English/Spanish) patient support

• Assisted with patient education regarding medications, treatment plans, and recovery care Registered Nurse

Del Sol Medical Center/ Emergency Room/Critical Care Unit El Paso, TX September 1998 to May 2001

• Supported nurses and physicians in the Emergency Room and Critical Care Unit during high volume, fast paced shifts

• Assisted with patient intake, vitals, monitoring, and bedside support for critical and trauma patients

• Communicated clearly with patients and families, providing updates, comfort, and bilingual assistance

• Documented patient information, vitals, and status changes accurately in hospital systems

• Coordinated with ER staff, CCU teams, admissions, and case management to support patient flow

• Prepared rooms, stocked supplies, and maintained a clean, safe clinical environment

• Assisted with patient mobility, safety checks, and comfort measures during extended shifts

• Followed hospital protocols, HIPAA regulations, and emergency care safety standards at all times Emergency Room Registrar

Valley Community Hospital El Paso, TX

September 1989 to May 1994

• Assisted the ER physician directly during patient treatment in a small, fast paced emergency department

• Ordered diagnostic exams (X rays, labs, EKGs) and coordinated results for the physician

• Acted as the doctor’s primary support, managing patient flow and preparing patients for evaluation

• Communicated with patients and families, providing updates, comfort, and bilingual assistance

• Documented patient information, vitals, and treatment details accurately in hospital systems

• Prepared treatment rooms, maintained supplies, and ensured a clean, safe environment

• Supported emergency procedures and stabilized patients until further care was provided

• Collaborated with nurses, admissions, and radiology to ensure efficient patient care Education

Nursing/Specializing in Cardiology (Bachelor's degree) The University of Texas at El Paso El Paso, TX

September 1989 to May 1995

SKILLS

Customer Service & Call Center Expertise

• High volume inbound call handling

• Customer issue resolution & de escalation

• Bilingual communication (English & Spanish)

• Retention, loyalty, and customer satisfaction

• Billing support, payment processing & account troubleshooting

• CRM systems, softphone tools, chat & email support Healthcare & Patient Support (CSR Friendly)

• Patient intake, documentation & chart updates

• Benefits verification & pre certification

• Scheduling, referrals & coordination

• Explaining procedures, instructions & care steps

• ER & CCU patient support in fast paced environments

• Ordering diagnostic exams (labs, X rays, EKGs)

Administrative & Office Skills

• Data entry with high accuracy

• Multi line phone systems

• Appointment scheduling & calendar management

• Insurance verification & authorization

• Medical records & HIPAA compliance

• Front desk operations & check in/out

Sales, Activation & Retention

• Inbound sales (HCLTech, DISH Network)

• Account activation & setup

• Cross selling & upselling

• Meeting and exceeding performance metrics

Technical & Remote Work Skills

• Windows 11, EMR/EHR, CRM platforms

• Remote call center tools & softphone systems

• Email, chat, ticketing & documentation platforms

• Fast typing speed & accurate note taking

Soft Skills

• Empathy & active listening

• Problem solving under pressure

• Multitasking in high stress environments

• Professional communication

• Team collaboration

Skills

Kitchen experience Escalation handling Salesforce ICU experience IVR Loan processing Microsoft Word Live chat Supervising experience Vital signs Basic math Analysis skills Ventilator Triage Interpersonal skills Patient interaction Patient monitoring Achieving sales targets Cash handling Medical scheduling Microsoft Office Financial services Heavy lifting Cooking Objection handling (sales technique) ER Communication skills Laboratory experience Wound care Medical terminology Microsoft Teams Maintaining patient confidentiality Leadership Microsoft Outlook Technical Proficiency CRM systems Cash register Windows Databases Computer literacy Cleaning Patient assessment EKG Specimen collection / processing Health insurance Computer operation Task prioritization Stocking Typing Call center agent experience Outbound calling Medical collection Spanish Microsoft Excel CRM software Computer skills Blood sampling Call center experience Appointment scheduling 5G Microsoft Access Active listening Customer support Negotiation Organizational skills Serving Client interaction via phone calls Inside sales Post-operative care Customer service Pain management Pastry experience Food preparation English Mentoring Multi-line phone talent Conflict resolution Customer service Client assessment and analysis Credit card processing Creative problem solving Data entry Good listening skills Technical support Computer proficient Strong verbal communication Professional telephone demeanor Extremely organized CRM Quick learner Money handling abilities Receiving support Self-motivated Shipping procedures understanding Team Leadership Customer retention Hospital experience Inpatient Continuous improvement Experience administering injections Outpatient Telemarketing Care plans Closing sales Phone communication Bilingual Medication administration Phone etiquette Data entry Caregiving Technical support CRM system proficiency 10 key typing Management Writing skills Time management

Languages

Spanish

English

Bilingual

Certifications and Licenses

National Professional Certification in Customer Service Present

RN License

Additional Information

Authorized to work in the US for any employer

Contact this candidate