Open to opportunities

Ramiro Lay

@ramirolay

Message

Experienced customer service and risk investigator skilled in fraud prevention and case management.

Nicaragua

Message

What I'm looking for

I seek a role leveraging investigative skills and customer service in a collaborative environment, focused on fraud prevention, accurate documentation, and growth.

I am an experienced customer service and risk investigator with over three years protecting data, mitigating fraud, and resolving complex customer issues. I have a proven record in case investigation, claims coordination, medical records management, and training new team members to follow documentation and communication standards.

I thrive on solving problems, analyzing patterns to prevent scams, and delivering empathetic customer support in English and Spanish. I bring strong organization, research, and communication skills and seek opportunities where I can apply investigative rigor and customer-focused service to drive outcomes.

Experience

Work history, roles, and key accomplishments

Case Investigator

Bader Law

Sep 2023 - Aug 2025 (1 year 11 months)

Organized and maintained client files, coordinated with the state workers' compensation board, and drafted Letters of Representation to drive case outcomes and ensure timely claims processing.

Case Management Medical Records Workers’ Compensation)Insurance Claims Documentation Client Communication Training

Recalls Scheduling Specialist

OClinicals

Feb 2023 - Jul 2024 (1 year 5 months)

Managed patient recall lists, scheduled appointments, handled medical data entry and invoicing for records, and trained new hires to ensure accurate patient file handling and timely follow-ups.

Patient Scheduling Medical Data Entry Records Management Invoicing Training

Risk Investigator

Remitly

Oct 2020 - Nov 2022 (2 years 1 month)

Analyzed large datasets to detect fraud patterns, gathered evidence and mitigated scams to protect company integrity and reduce fraudulent activity.

Fraud Investigation Data Analysis Evidence gathering Risk Mitigation Case Documentation Communication Cross Functional Collaboration

Customer Service Advocate

Sitel Nicaragua

Feb 2019 - Sep 2020 (1 year 7 months)

Resolved customer inquiries and updated account information using troubleshooting trees, tested new tools and processes, and contributed data for team meetings to improve service delivery.