Jane Ramirez Email & Phone Number

Canyon Lake, Tx, Us

Portland, Or, Us

Built and managed the quality assurance program: identified service expectations, outlined program requirements, conducted benchmarking analysis, and collaborated with other departments to identify customer requirements.Managed the Quality Assurance team: established metrics, created productivity scale, created new reports, and highlighted training requirements. Operationalized a new process management program: scoped documentation requirements and a created a scalable program. Managed all department operational processes to ensure alignment and standardization for all key stakeholders. Coordinate integrations of new technologies, programs, and services in addition to overseeing change management strategy.

Linthicum Heights, Maryland, Us

Managed a team of Supervisors, team leads, and CS representatives. Utilized metric standards to ensure high service levels for several performance guarantee customers are met.Collaborated on multiple projects, implementing new groups, data base upgrades, process improvements, IVR efficiencies, measured quality assurance requirements, and process improvement initiatives. Responsible for managing health care requirements, Medicare/Medicaid requirements with stringent requirements for call handling, documentation, and reporting. Collaborated with Client Managers and other internal departments to support client administration, review strategy for future support, billing requirements, identify key elements for improvement, reporting requirements, and growing client base.Partnered with Workforce Management team to analysis call center schedule needs, reporting requirements, and business requirements.

Union City, Ca, Us

Managed department call center and metrics to ensure high levels of service including monitoring call metrics, order to cash turnaround time, reduction of errors, customer feedback reports. Incorporated chat capabilities to provide another communication method for both internal and external customers. Created and implemented the Call Quality Program that included establishing the rating scale, call quality worksheet, provided feedback which improved the team’s customer call quality scoring. Project lead for SAP implementation; provided feedback on process improvements, module testing, writing standard procedures. Improved process efficiency and effectiveness. Collaborated with the Finance Team to establish new domestic and international accounts, monitored accounts to ensure compliance with the established sales terms. Order management: order to case- ensure all orders ship, run daily backlog report, review holds, work cross-functionally with Materials, Shipping, Operations, and Finance to achieve business revenue goals.

Ma, 01824, Us

Site manager: Managed Customer Support, Intake verification, Technical Support, Collections and RMA department.Managed insurance intake process: insurance verification (Medicare, Medicaid, VA). Insurance collection process: contacting insurance to collect, direct patient collections, verifying EOB. Effectively collaborated with all internal business partners to maximize productively, optimize technology, and to assure adherence to all functional policies including medical documentation and clinical qualifications. Hold team members accountable to exhibit strong customer service skills, quality reviews, high productivity, and successfully meet all objectives. Used data analysis to uncover new and promising opportunities to exceed unit metrics and business objectives. Ran and analyzed metric reports to measure success. Managed call center environment: improved SLA metrics by 5%, improved answer time to less than 20 seconds, processed medical orders within 2-hour commitment. Ensured all internal guidelines, HIPPA compliance, FDA requirements are met.

Union City, Ca, Us

Managed call center environment: increased end user outbound contacts calls by 61% from year to year by driving the right call metrics. Grew the direct consumable sales 23% year over year, from $6M to $7.5M through focused inside sales development, training, marketing initiatives, successful distributor partnership, and customer satisfaction. Distributor account relations; traveled onsite; presentation of company’s values; maintain relationship and provided product training. Manage all aspects of order management fulfillment processes including order administration, backlog, backorder, inventory allocation, and working closely with manufacturing to supply forecasting details to ensure all revenue products are shipped on time.Responsible for the support of existing installed customer base of 15,000+ customers. Provided support to North American outside sales representatives, including quoting, shipping demo product, contract review, and administrative processes. Lead the design, architecture, and report development of the CRM database. Partnered with sales and marketing to provide data driven insight for business strategy initiatives.

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