Rebekah Ramos
Phoenix
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.Adept at processing high-volume transactions while maintaining compliance and accuracy, ensuring seamless service delivery.
Overview
11
11
years of professional experience
Work History
Federal Marketplace CSR Tier 1
Maximus Federal Services
Phoenix, AZ
11.2025 - Current
- Responded to consumer inquiries, ensuring compliance with confidentiality and privacy policies to maintain trust and support enrollee assistance.
- Track and document all inquiries using the applicable systems.
- Complete associated tasks according to the established guidelines.
- Meet Quality Assurance (QA) and other key performance metrics.
- Streamlined the fulfillment process for caller requests, providing materials through preferred channels such as mail, email, or download.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Facilitate translation services for non-English speaking callers according to procedures.
- Maintained current knowledge of all programs and systems through active participation in meetings and training opportunities.
Premium Payment Processor/Data Entry Clerk
Lincoln Heritage Life Insurance
Phoenix, AZ
01.2017 - 03.2020
- Process physical payments and update policies
- Process physical payments through Wells Fargo
- Check and maintain daily, weekly and monthly reports
- Organize and maintain physical payment records
- Process new payment information and update payment options
- Research payment inquiries from other departments, agents, and policy holders.
- Answer questions about payments, procedures, or policy provisions from other departments, agents, and policy holders.
- All payments received must be processed within 3 business days.
- Processed high-volume payment transactions with accuracy and efficiency.
- Maintained detailed records of all financial transactions to ensure compliance.
Policy Services Representative
Lincoln Heritage Life Insurance
Phoenix, AZ
10.2015 - 01.2017
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Documented conversations with customers to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Reviewed account and service histories to identify trends and issues.
- Resolved customer inquiries and provided exceptional service to enhance client satisfaction.
- Upheld privacy and security requirements established by HIPAA.
- Assisted clients in understanding coverage options and benefits to facilitate informed decisions.
- Achieved high levels of accuracy in policy documentation by diligently reviewing and correcting errors before submission.
Education
High School Diploma -
Yosemite Independent High School
Merced, CA06-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Customer relations
- Payment processing
- Microsoft outlook
- Customer satisfaction measurement
Timeline
Federal Marketplace CSR Tier 1
Maximus Federal Services
11.2025 - Current
Premium Payment Processor/Data Entry Clerk
Lincoln Heritage Life Insurance
01.2017 - 03.2020
Policy Services Representative
Lincoln Heritage Life Insurance
10.2015 - 01.2017
High School Diploma -
Yosemite Independent High School