Yoselin Yoana Ramirez Ramirez Virtual Administrative Assistant

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Virtual Administrative Assistant

Visa Express

May 2025 - Current (1 year)

As an remote Administrative Assistant at a firm specializing in immigration consulting for Guatemalans, I play a key role in ensuring smooth operations. I handle the management of calendars and coordinate appointments for both embassy visits and for the CEO. In addition, I am responsible for accurately completing and managing various forms, ensuring all documentation is precise and timely. My role also involves supporting the team and ensuring effective communication and organization within the office. I utilize WhatsApp for customer support, efficiently communicating with clients to schedule appointments with the CEO, which enhances timely coordination and ensures smooth communication for all parties involved.

Medical Video Remote Interpreter

IntouchCX

Dec 2024 - Nov 2025 (1 year)

As a dedicated Medical Video Remote Interpreter, I specialize in facilitating accurate and empathetic communication between healthcare providers and patients with limited English proficiency. My role involves interpreting complex medical terminology, ensuring clarity and cultural sensitivity in high-stakes environments, such as consultations, diagnoses, and emergency care. I am committed to bridging language barriers to promote equitable access to healthcare, patient empowerment, and understanding. With a strong foundation in medical terminology and confidentiality standards, I thrive in fast-paced situations that demand precision, adaptability, and professionalism. Additionally, I effectively manage data entry tasks by collecting essential

Medical Interpreter

LanguageLine Solutions

Oct 2024 - Dec 2024 (3 months)

As a Medical Interpreter, I provided essential language interpretation services to Limited English Proficient (LEP) patients, ensuring clear communication between patients and healthcare providers. My role involved not only interpreting medical information but also assisting patients with call handling for scheduling appointments, including follow-ups and new patient visits, which enhanced overall customer service and support. I utilized my skills in medical translation and communicative competence to facilitate effective interactions, while also drawing on my experience in mental health care to address sensitive topics with empathy and professionalism. Additionally, I maintained accurate records and documentation, which, while not my prima

Customer Support and Appointment Setter- Pearson VUE

HCLTech

May 2023 - Sep 2024 (1 year 5 months)

Appointment setter for both online and in-person test-takers for Pearson VUE. Trained to assist test-takers that need special accommodations. Offering technical assistance for online test-takers. Trained as a Help desk agent with the ability to override policies on unforeseen circumstances or to apply One-Time courtesy, as well handling escalation calls.

Chatter

HCL Technologies

Apr 2020 - May 2023 (3 years 2 months)

Excelled in a fast-paced customer service environment by effectively managing high chat volumes, sharing knowledge and best practices with new team members • Providing technical assistance to test-takers in real time by providing troubleshooting steps • Resolving scheduling conflicts for both online and in-person testing for Pearson • Greeting and Proctoring online test-takers for different programs and certifications

Tax Analyst - Xerox Corporation

HCLTech

Nov 2018 - Apr 2020 (1 year 6 months)

As a Tax Analyst at Xerox Corporation, I was responsible for revising invoices to ensure accurate tax calculations in compliance with state laws and handling tax inquiries via e-mail. Additionally, I scheduled weekly meetings with my supervisor to provide updates on the latest changes in Sales Tax calculations for key clients, ensuring that our team remained informed and responsive to any necessary adjustments. This proactive communication helped maintain clarity and alignment within the department, ultimately enhancing our service delivery to clients. I also utilized my productivity management skills to identify and resolve tax calculation issues, ensuring accuracy and compliance. By managing these corrections while adhering to a strict bi

Customer Support Agent - Xerox Corporation

HCLTech

Jul 2017 - Nov 2018 (1 year 5 months)

Inbound call handling, resolving billing inquiries, payment processing. Part of the E-support Pilot (technical support for Xerox Website) Part of the fun @ Work committee to increase employees engagement Collaboration with Invoice and Contract BCI department, e-mailing customers their invoices or contracts when requested.

Team Leader - T-Mobile

Alorica

Nov 2015 - Dec 2016 (1 year 2 months)

As a Customer Care Team Lead at T-Mobile, I handled escalated calls by applying strong negotiation and problem-solving skills to reach satisfactory agreements with customers. I used AVAYA CMS to efficiently generate real-time Average Handle Time (AHT) reports, supporting informed decision-making. Additionally, I monitored calls to identify areas of improvement and provided feedback through one-on-one coaching sessions. I also coordinated individual meetings with other team leaders, during which the manager shared KPI performance insights and feedback, fostering team-building activities and strengthening overall team cohesion. Furthermore, I utilized WhatsApp for conducting one-on-one feedback sessions with my agents, reviewing their weekly

Customer Support Agent - T-Mobile

Alorica

May 2015 - Nov 2015 (7 months)

As a Customer Support Agent at T-Mobile, I provided exceptional assistance through technical support, billing inquiries, and account management, ensuring a seamless experience for customers. I effectively handled calls, utilizing my skills in call handling and technical support to resolve issues promptly. In addition to my primary responsibilities, I took on temporary roles as a trainer, production floor support, and team leader, which ultimately led to my promotion. My experience also included coordinating package deliveries and handoffs, which enhanced my organizational skills and attention to detail, further contributing to efficient customer service operations.

Yoselin Yoana Ramirez Ramirez

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