Keyla Ramirez
Tijuana, Baja California,BCN
Summary
Customer Service Representative bringing top-notch skills in active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions for caller's needs.
Overview
5
5
years of professional experience
Work History
Customer Service Phone Agent
Messaging
02.2021 - 08.2023
- Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
- Relayed and transcribed written and verbal messages to personnel.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Received incoming calls and paged individuals
Over the Phone Interpreter
AMN
01.2020 - 02.2021
- Interpreted not only language but also emotions and nuances, empathetically conveying the caller's concerns and needs.
- Verified understood medical information for patients by simplifying any jargon.
- Developed and maintained glossary of medical terms.
- Followed ethical codes to protect confidentiality of patient medical information.
- Explained hospital policies and procedures to provide assistance to patients with limited English proficiency.
Emergency Dispatcher
California Highway Patrol
03.2018 - 01.2020
- Responded to high-pressure emergency situations, providing calm and professional support to stranded motorists.
- Utilized strong problem-solving skills to quickly assess and resolve complex issues.
- Collaborated with emergency services teams to coordinate responses to critical situations.
- Answered and processed emergency calls, prioritizing situations based on severity and urgency.
- Provided clear and concise instructions to callers in crisis, ensuring safety and well-being.
Education
High School Diploma -
CET Industrial Y De Servicios #25
Tecate, Baja California, Mexico07.2017
Skills
- Call Control
- Customer Service
- Verbal and Written Communication
- Problem-Solving Skills
- Gathering Information
- English and Spanish Fluency
- Calm Disposition
- Manage and optimize systems effectively
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Phone Agent
Messaging
02.2021 - 08.2023
Over the Phone Interpreter
AMN
01.2020 - 02.2021
Emergency Dispatcher
California Highway Patrol
03.2018 - 01.2020
High School Diploma -
CET Industrial Y De Servicios #25
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