Elvis Ruiz | Freelancer Resume

-| - | Statesboro, GA | https://www.linkedin.com/in/elvis-ruiz/ ELVIS RUIZ CUSTOMER SERVICE SUPERVISOR & TRAINING SPECIALIST Summary With 22 years of experience in customer service, I'm a dedicated leader and trainer known for my empathetic, relatable, and transparent approach. I thrive in organized environments where constructive feedback is valued and organizational values are executed. I love using my creativity and humor to create a positive work atmosphere. Committed to kindness and development, I ensure success for the organization, employees, and customers. Skills ● Technical: Microsoft Word/Excel/Powerpoint/Outlook, Microsoft Teams/Slack, Quality Assurance Tools ● Interpersonal: Emotional Intelligence, Communication, Employee Development, Curious, Creative, Flexible, Customer Service, Detail-Oriented, Time Management ● Analytical: Strategic Critical Thinking, In-Depth Metric/KPI/Data Analysis, Problem-Solving ● Leadership: Facilitation, Training, Coaching, Managing Remotely, Compliance Management, Reporting, Team-Building ● Languages: English (native), Spanish (fluent) Work Experience Florida Blue (Blue Cross Blue Shield of Florida) Medicare Member Services Supervisor • July 2023 - Present ● 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. ● Researched and tracked customer surveys, quality audits, hold time, wrap time, and ATT (average talk time), adherence, AHT (average handle time), and FCR (first call resolution) using dashboards, SharePoints, and reports to identify opportunistic trends or behaviors and prepare for leadership meetings and coaching sessions. ● Analyzed member voicemails and survey feedback to recognize team members for their successes and identify improvement opportunities. ● Through collaboration with partners and other lines of business, I obtained information regarding calls and worked with peers to conduct in-depth analysis, enabling me to coach advocates for more effective peer and customer interactions.. ● Utilized Microsoft Teams Planner to effectively multitask and prioritize tasks, ensuring timely completion of all deadlines. ● Directed weekly team meetings using PowerPoint to discuss recent calls, provide organizational and team-impacting news and communications, recognize accomplishments, review team performance month-to-date, and utilize SMEs (subject matter experts) and auditors to address departmental trends. ● Prioritized professional development through online learning systems, shadowing, meetings, and teaching presentations. Verizon Wireless Customer Service Advocate • Aug 2018 - Sept 2021 • Acting Supervisor • Sept 2021 - Mar 2023 ● 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. ● Suggested process improvements to increase KPIs (key performance indicators) such as revenue generation, survey scores, and 7-day resolution. ● Trained team members on self-service solutions during team meetings by guiding them through each step, utilizing available resources, and ensuring they had no additional questions, improving the customer experience and satisfaction ratings. ● Researched and tracked key metrics, including AHT, ATT, 7-day resolution, survey scores, close rate, and revenue generation to identify trends. ● Managed and motivated a remote team to exceed service and sales goals by creating creative incentives based on areas of opportunity for the team, which promotes teamwork. ● Analyzed data, behaviors of the advocates, and agent and customer feedback to contribute to the messaging ticket pilot's successful global implementation. United Healthcare Medicare Provider Relations Advocate • Mar 2013 - Jan 2015 • Sr. Operational Trainer • Jan 2015 - June 2018 ● 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 and behavioral issues, and delivering terminations as needed. ● Conducted onboarding, process, and compliance training sessions on-site, off-site (domestic travel), and remotely. ● Contributed to the professional development of trainees by including them as SMEs, which resulted in career progression. ● Analyzed key metrics, including AHT, hold time, ACW (after-call work), and surveys, using the data to identify trends. ● Presented performance outcomes using Excel to senior leadership and provided recommendations for agents who required additional training and those ready to transition to the floor. ● Assessed feedback from advocates, using surveys, to refine training programs and address knowledge gaps. ● Crafted training materials (e.g., intake/authorization SOPs (standard operating procedures)) by collaborating with agents and peers. ● Supported Spanish-speaking customers, providing translation to improve service accessibility. Education Bachelor of Business Administration Strayer University • Dec 2018 - May 2021 ● Graduated Summa Cum Laude ● GPA: 4.0