Daniella Pena Ramos
Peoria
Summary
Results-driven bilingual professional with over 7 years of supervisory experience. Committed to enhancing customer service processes and ensuring compliance with quality standards and deadlines. Leverages expertise to lead teams effectively and address operational challenges, fostering a collaborative environment that meets service level requirements.
Overview
15
15
years of professional experience
Work History
Supervisor
General Dynamics/Maximus
01.2019 - Current
- Managed a team of 32 employees and aided other supervisors' teams while they were out of the office for an extended period of time.
- Accountable for aiding employees on their calls as well as ensuring all workplace rules and expectations were adhered to.
- Maintained a positive work environment with my team to ensure all required fields and goals were met and maintained for both Medicare and Marketplace CSRs.
- Sustained a positive rapport with my employees as well as ensuring they understood all new communications and requirements set forth to them through weekly meetings, one on one coachings, group discussions and floor walking.
- Took control over supervisor escalated phone calls, hosted team meetings on a weekly basis to go over information, and answered any questions that agents may have had.
- Facilitated and discussed trainings with employees, and coached agents to assure productivity and quality.
Quality Monitor CSR
General Dynamics/Maximus
01.2018 - 01.2019
- Ensure quality standards and proper procedures as needed and assist with direct reports to support and enforce contact center expectations.
- Applied scoring guidelines to ensure adherence to quality standards.
- Evaluate trending call types and provide coaching on a regular basis for both Medicare and Marketplace.
- Exceeded production numbers and ensured Quality Metrics were met by the end of each month.
- Work effectively on special projects and report trends with a set deadline as required by CMS.
Dual CSR Medicare A1/B1/Marketplace CSR
General Dynamics/Maximus
01.2014 - 01.2018
- Responding to numerous phone inquiries documenting all call information navigating through resources available.
- Provided complete and accurate information.
- Participated in the Nesting program providing first level supervision and leadership to customer service representatives for both Medicare and Marketplace.
- Received Top CSAT performer award.
- Participated in the Dual ambassador program.
Supervisor
Law Office of Ruben Reyes Immigration Attorney
01.2011 - 01.2014
- Supervised subordinates, adapting to diverse learning styles while providing weekly performance assessments to support individual development.
- Tasked with maintaining quotas for all of my team members, along with effectively communicating when necessary with upper management about departmental goals.
- Delivered disciplinary action to employees when needed and enforced workplace expectations and policies.
- Maintained quotas for all team members and communicated with upper management about departmental goals as necessary.
Education
Highschool diploma -
North High school
medical assistant -
Everest college
Skills
- Team management
- Coaching
- Action planning
- Corrective actions
- Medicare knowledge
- Telecommunications management
- Real-time analytics
- Report review
- Microsoft Office
- Excel
- Multitasking
- Team collaboration
- Independent work
- Feedback provision
Timeline
Supervisor
General Dynamics/Maximus
01.2019 - Current
Quality Monitor CSR
General Dynamics/Maximus
01.2018 - 01.2019
Dual CSR Medicare A1/B1/Marketplace CSR
General Dynamics/Maximus
01.2014 - 01.2018
Supervisor
Law Office of Ruben Reyes Immigration Attorney
01.2011 - 01.2014
Highschool diploma -
North High school
medical assistant -
Everest college