ERElvis Ruiz
@elvisruiz
Detail-oriented professional with 22 years in customer service.
United StatesWhat I'm looking for
I am an experienced administrative specialist with over 22 years in customer service, now seeking a remote role in data entry or administration. My strong skills in data accuracy and information management have allowed me to excel in organizing records and processing data efficiently. I am committed to exceeding expectations and optimizing processes to enhance organizational success through innovation and efficiency.
Throughout my career, I have led teams and utilized performance management techniques to meet and exceed personal, team, and organizational goals. My experience includes supervising agents, analyzing customer feedback, and conducting training programs that have resulted in high satisfaction rates and successful team performance. I pride myself on my analytical and problem-solving abilities, which I apply to identify trends and improve processes.
I am passionate about professional development and have prioritized it through online learning and coaching. My bilingual skills in English and Spanish enable me to support a diverse customer base effectively. I am eager to bring my expertise in data management and customer service to a new opportunity where I can contribute to team success.
Experience
Work history, roles, and key accomplishments
Medicare Member Services Supervisor
Florida Blue (Blue Cross Blue Shield of Florida)
Jul 2023 - May 2025 (1 year 10 months)
Led a team of 27 employees, utilizing performance management techniques to meet or exceed personal, team, and organizational goals. Supervised agents handling inbound calls from Medicare members using quality control software (NICE) to identify behaviors to reinforce, refine, or redirect, ensuring a high-quality customer service experience.
Customer Service Advocate/Acting Supervisor
Verizon Wireless
Aug 2018 - Mar 2023 (4 years 7 months)
Assisted customers with inquiries regarding billing, accounts, troubleshooting, upgrades, and plans using call center software and soft skills such as empathy, active listening, and problem-solving, resulting in high customer satisfaction surveys. Led weekly skill-building sessions and team meetings to ensure representatives understood updated procedures, new devices, and promotions.
Medicare Provider Relations Advocate/Sr. Operational Trainer
United Healthcare
Mar 2013 - Jun 2018 (5 years 3 months)
Facilitated 3-week training programs on Medicare intake, benefits, and claims that included self-paced and instructor-led material and assessments, aligning with adult learning principles, resulting in 90% or more advocates graduating training. Supervised a team of up to 25 employees, conducting and overseeing coaching sessions, approving timesheets, applying corrective action plans for attendance
Education
Degrees, certifications, and relevant coursework
Strayer University
Bachelor of Business Administration, Business Administration
Grade: 4.0
Graduated Summa Cum Laude with a perfect 4.0 GPA. Focused on core business principles and administrative practices.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
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