Bethzy ramirez

Experience

1. Customer Experience Manager

   Managed first-contact interactions with prospective patients, assessed qualifications, and scheduled consultations. Prepared weekly and monthly reports tracking conversion rates and monitored KPIs to improve intake workflows.

   Customer ExperiencePatient IntakeAppointment SchedulingConversion Rate AnalysisKPI MonitoringReporting

2. QA / Training Specialist

   Delivered training sessions for new-hire classes and tenured agents, created monthly QA reports, and contributed to QA guidelines and SOPs. Mentored new QA team members and collaborated with cross-functional teams.

   TrainingQuality AssuranceReportingSOPsMentorshipCross Functional Collaboration

3. Quality Analyst

   Evaluated customer interactions across calls, emails, and chats to assess service quality and policy compliance. Provided coaching and feedback based on evaluation results and analyzed performance metrics to identify quality gaps.

   Quality AssuranceCustomer Interaction EvaluationCoachingPerformance MetricsPolicy Compliance

4. Team Lead

   Led and mentored team members, communicated expectations, and allocated tasks based on strengths and workload. Supported conflict resolution, performance management, and employee development.

   Team LeadershipMentorshipTask AssignmentConflict ResolutionPerformance Management