Customer Service Quality Assurance

Rams Keyni Céthoute

**** ****** *, ********, ** *1210

Cell: 631-***-**** Email: ************@*****.***

Summary of Qualifications:

- Detail oriented and organized.

- Successful background in achievement of goals.

- Flexible and willing to initiate changes.

- Quick to grasp and assimilate new ideas and concepts while demonstrating a logical and analytical approach

Experience:

07/2012-Present Well Care/Through Solomon page New York, NY

MLTC program Clerk

• Assure accuracy of incoming and outgoing information.

• Data processing and sorting to facilitate proper assessment of members

• Coordination of process to eliminate loopholes

• Elaborate monthly assessment schedules and coordinate processes along with Care Managers and Supervisors until completion.

09/2011-04/2012 Suny Downstate Medical Center Brooklyn, NY

Administrative Assistant

• Administrate front desk and support office operations.

• Ensure customer service and satisfaction.

• Analyze operating practices, recordkeeping systems, forms control.

• Understand the goals of the team and how to delegate duties to meet these goals in the most efficient manner.

• Billing and Event preparation.

• Reconciliation of events and billing reports.

• Resolve administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.

• Preparing billing invoices.

• Contribute to team effort by accomplishing results as needed.

• Planning, scheduling appointments and meetings.

• Organizing and maintaining files.

• Coordinate and maintain records for staff office.

• Support staff in assigned project based work.

10/2010-04/2011 Polaris Inc. New York, NY

Account Executive and Customer Service Rep

• Field Marketing and customer service.

• Business acquisition.

• Customer retention, closing contracts and agreements.

09/2004-07/2010 United Nearshore Operations (Call Center) Santiago, R.D.

Performance and Workforce Manager

(Started as Sales Rep and Customer service Rep for Sprint, Parago and At&t)

• Personnel recruitment orientation and development.

• Motivational coaching and interviewing

• Quality assurance ensuring adherence to regulations.

• Audits and developmental feedbacks.

• Development of objectives and creation of Strategies.

• Understand the goals and how to delegate duties to meet these goals in the most efficient manner.

• Complete revenue reports, budget and invoices monthly by project.

• Fulfillment of all legal regulations for an appropriate progress of labor.

• Preparing billing invoices.

• Resolve administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.

• Perform reconciliations.

• Monitor, track, document and analyze Performance.

• Investigate product behavior.

• Manage the different programs and campaigns ensuring the accomplishment of set goals.

• Lead management; monitoring detailed performance of inbound and outbound calls by state and time zone.

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Languages:

Spanish – Read and write fluently

French – Read and write fluently

Creole – Read and write fluently

EDUCATION:

2011 Medgar Evars - Certification in Bookkeeping and Accounting.

2008 PUCMM (Ponctificia Universidad Madre y Maestra) – BS in Business Administration,

Accounting major – 3 years, not completed.

2007 InfoTep – Advanced Customer Service and Relations.

2005 UNO - Production Management Certification.

2004 Customer service and relations.

Computer Skills: Microsoft Office, QuickBooks, Athena, EMMA, DELTA, AVAYA PDS

Web Research, Picture Presentation

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