Kerry Ramirez Email & Phone Number

Oversees daily operations of the National non-clinical Team in a remote call center environment.Plans and maintains all daily workflow-related activities for the Stateside and Global partner teams.Facilitates monthly team meetings, one-to-one coaching sessions, and daily operations meetings to drive high-quality results and measure business KPI's.Queue maintenance, quality assurance checks, and maintenance of contractual client performance guarantees, service level agreements and MBO's for 500 plus clients.Works closely with Clinical Management Team and Data Analytics to strategize daily/weekly and monthly workload.Maintains all employee documentation and files utilizing Peoplesoft.Subject Matter Expert for the company-based quality metric system.Oversight of payroll processing and budget analysis.Versed in Healthcare conditions, disease management programs, and benefits.Hiring Manager within the direct business unit.

Oversight of Phoenix non-clinical Team at an onsite call center facility.Side-by-side coaching of team members to help foster productivity and technical accuracy on member calls.Conducted monthly audit reviews for all Call Center/Engagement Specialists.Maintained all metric reporting utilizing call center applications.Conducted new hire interviews and aided in hiring decisions within the business unit.Worked closely with Human Capital Management to address employee situations, including behavior issues, attendance issues, leaves of absence, and FMLA.Maintained all employee records, including coaching sessions, corrective actions, and yearly performance reviews.Site Leader for “Our Voice” committee. Acted as liaison between front-line staff and Executive leadership to listen to and document suggestions and recommendations for improving cultural challenges at the work site.

Phoenix, Arizona, United States

Conducted new hire and refresher training courses focusing on Health and Welfare Benefits, 401 K Benefits and Pension Benefits Maintained class data, summary reports and ongoing support and coaching of Customer Care RepresentativesDeveloped all tests and quizzes as related to material presented in the classroomCoordinated with business unit management to articulate any feedback related to the training as a whole and also to help gauge specific performance objectivesInvolved HR as needed when addressing sensitive employee concerns including attendance and employee behavioral issuesUpdated all ongoing training material and creation of new training material as neededFacilitated Operational Readiness Testing once classroom training completed. Testing for 30 plus students which included sending daily reports and assessing employee readiness and performance

Phoenix, Arizona, United States

Responsible for oversight of daily operations of HR/Benefits Customer Service Representatives in a call center environmentManaged and maintained all employee personnel files and data. Responsible for hiring and training new team members. Special focus on Health Benefits, Pension and 401k Plan for premier clientProcessed payroll within PeoplesoftCoached and motivated team members to help foster productivity and technical accuracy on complex call scenariosWorked closely with HR Team in addressing Leaves, FMLA and performance management issues