Joanna Ramirez
Methuen,MA
Summary
Dedicated Customer Service Professionals providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Utilizes communication and empathy to build strong customer relationships.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
NEw England Ears Nose and Throat
North Andover, MA
09.2024 - Current
- Provided support in navigating healthcare services, ensuring clarity and accessibility for patients.
- Assisted in training new staff on customer service protocols and best practices for patient interaction.
- Conducted follow-ups with patients to ensure satisfaction and address any outstanding concerns.
- Collaborated with healthcare teams to streamline processes, improving overall patient experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Greater Lawrence Family Health Center
Methuen, MA
01.2024 - 06.2024
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Responded quickly to customer inquiries, needs and problems.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed appointment scheduling using electronic health record systems to enhance patient flow.
Accounts Payable Clerk
Vaco
Andover, MA
07.2023 - 09.2023
- Handled high-volume invoice processing with minimal supervision.
- Reconciled monthly statements and transactions to keep records accurate and current.
- Verified vendor accounts by reconciling monthly statements and related transactions.
- Kept detailed records of accounts payable by creating reports and updating vendor balance sheets.
- Problem-solved accounts payable questions on behalf of internal team members, management and vendors.
Sr. Supervisor, Commercial and Financial Services
The CCS Companies
Salem
01.2009 - 06.2023
- Supervisor of route customer service agents team team of 15 or more
- Responsible to spin new business on audit findings
- Responsible to evaluate route/collectors for audit compliance
- Continue to met and exceed Banking goals
- Service escalated calls
- Payroll/ scheduling
- Monthly monitoring on calls and goals
- Insurance policy recovery
- Continue to monitor calls to assure we are in compliance following all state laws
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed successful customer relationships to boost sales opportunities.
- Negotiated contracts and closed agreements to maximize profits.
- De-escalated customer interactions by providing alternative solutions to issues.
- Resolved customer complaints in a timely manner.
- Utilized problem-solving skills when dealing with difficult customers.
- Provided training and guidance to new Account Managers.
- Greeted and assisted customers to foster positive experiences.
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Trained and mentored agents, enhancing team performance and productivity.
- Coordinated cross-functional teams to achieve strategic objectives and project milestones.
Collection Account Manager
Zwickers and Associates PC
Andover
01.2004 - 03.2008
- Resolve debt collection files, focusing on meeting the goals
- Service Outbound/Inbound calls for resolutions and assist on resolving debt.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved customer complaints promptly and efficiently.
- Resolved customer service issues quickly and effectively.
- Identified areas of improvement in current collection processes and procedures.
- Performed skip tracing activities when necessary to locate customers who had moved without notifying the company.
- Managed the collection process from initial contact through resolution of outstanding balances.
- Reviewed past due accounts, contacted customers, and processed adjustments as needed.
- Ensured compliance with federal, state, and local regulations governing collections practices.
- Negotiated payment plans with customers to ensure timely payments on delinquent accounts.
- Adhered to all applicable laws concerning debt collection practices.
- Contacted customers with delinquent accounts to solicit payment.
- Recorded information about status of collection efforts.
- Managed high-volume inbound and outbound calls related to collections efforts.
- Accepted and processed customer payments and applied toward account balances.
- Improved overall recovery rates through strategic negotiation tactics.
Education
Associate of Science - Medical Assisting
Hesser College (Previous Name)
Manchester, NH05.1995
High School Diploma -
Greater Lawrence Techincal High School
Andover, MA06.1993
Skills
- Microsoft Office: Word, excel, prior certified nurses aide (10 years), Bilingual, Supervision (10 years) Communication (10 years), Team Building, Computer Skills and Account Management, Team Leadership (5years), Team development, Prioritization, De-escalation techniques, Staff training, Negotiation, Financial Services Banking, Presentation Skills, Relationship Management, Customer Relationship Management, Operations Management, Business Development, Project Management, Quality Assurance, Strategic Planning, Data Entry, Inbound and Outbound Calling, Scheduling, Complaint resolution, Call Management, Paperwork Processing and Report Generation, Data Collection, De-Escalation Techniques
- Quality Control, Positive and professional, Courteous demeanor
Accomplishments
- Supervised team of 20+ staff members.
- Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Additional Information
Bilingual- speak fluent Spanish and English
Certification
- Certified Nursing Assistant - 05/01/93 to 05/01/10
- Driver's license
- Professional In Human Resources
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
NEw England Ears Nose and Throat
09.2024 - Current
Customer Service Representative
Greater Lawrence Family Health Center
01.2024 - 06.2024
Accounts Payable Clerk
Vaco
07.2023 - 09.2023
Sr. Supervisor, Commercial and Financial Services
The CCS Companies
01.2009 - 06.2023
Collection Account Manager
Zwickers and Associates PC
01.2004 - 03.2008
High School Diploma -
Greater Lawrence Techincal High School
Associate of Science - Medical Assisting
Hesser College (Previous Name)
Work Authorization
Authorized to work in the US for any employer
Awards
- Hall of fame "Olympian" - 06/01/17
- Hall of Fame Celebrate Coach - 04/01/18