Luis Ramos

Experience

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  Scius

  Sept 2007 - Jun 2008

  Vice President - Oncology and Virology Business Development

  Ensured optimal performance of fully functional, dedicated oncology and virology focused medical education provider. Formed partnerships with national and regional thought leaders. Built and maintained relationships with accredited continuing medical education providers, pharmaceutical companies. Extensive account and brand management for numerous projects such as National Grand Rounds Series, National and Regional Satellite Symposiums in therapeutic areas of Breast Cancer, Colorectal Cancer, Lung Cancer, Melanoma, and HIV/AIDS. Show less

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  Veritas Institute for Medical Education

  Jun 2008 - Aug 2010

  Vice President - Education Liaison (Business Development)

  Conceived and launched medical education Communications Company, with a focus on oncology and virology. Uncovered and captured new opportunities in oncology, virology, cardiology, neurosciences, and rheumatology. Project lead for each therapeutic category where duties and responsibilities included developing program concepts, project timelines and milestone reviews, strategy development, tactics implementation, budgets, implementation, and performance outcomes.• Chair of the Communications Committee for the National Association for Medical Education Companies (formerly NAAMECC) which resulted in garnering key stakeholder relationships• Forged advantageous relationships with Johns Hopkins University School of Medicine, Mount Sinai School of Medicine, among other leading academic institutions. Show less

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  Daiichi Sankyo

  Jan 2011 - Dec 2011

  Sales Strategy Oncology Advisor

  Facilitated entrance into Oncology Market through strategic planning and marketing training. Bolstered knowledge of Lung and Melanoma Cancer therapeutic areas via the development of training materials. Identified key community and national issues related to cancer management and treatment strategies by orchestrating field base meetings with national, regional and local KOLs.

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  Weichert, Realtors

  Aug 2011 - Aug 2013

  Licensed Real Estate Salesperson

  Developed hundreds of contacts through interpersonal communications and relationships for the sole purpose of obtaining real estate home listings and selling homes in Rockland and Orange Counties, NY. Began in August of 2011 and was recognized as Rookie of the year for 2012. Held in excess of $1.5 million in new listings throughout both counties. Sold in excess of $2 million in listings throughout both counties.

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  Keller Williams Realty, Inc.

  Aug 2013 - Aug 2015

  Licensed Real Estate Salesperson

  Developed hundreds of contacts through interpersonal communications and relationships for the sole purpose of obtaining real estate home listings and selling homes in Rockland and Orange Counties, NY. Sold in excess of $500,000 in new listings during 2014.

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  CVS Pharmacy

  Apr 2016 - Mar 2018

  Shift Supervisor Rx

  • Led, trained, and coached a team of 10 personnel, including working with a manager to hire new staff members.• Educated and mentored each staff member on best practices of customer acquisition and retention.• Assigned daily tasks and responsibilities to staff members• Ensured that CVS company policies and procedures are adhered to and enforced.• Provided technical assistance to staff members, managers, and supervisors.• Key holder for the Bardonia CVS store which required opening, maintaining, operating, and closing daily.• Managed daily transactions, balance cash drawers (10 in New City) (3 in Bardonia) throughout each shift and ensuring proper balances are maintained.• Provided/Modeled an excellent customer service experience with a warm smile and a cheerful “Hello” to each customer entering, within and exiting each store. Show less

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  Volvo Cars USA

  May 2018 - Oct 2018

  Call Center Customer Service Representative

  • Hired as a Roadside Assistance Agent after successfully completing a 6-week intensive and complex training in call center operations, programs, and software systems specific to Volvo Cars.• Consistently provided a high level of both customer service and support to loyal Volvo Car owners/customers using Omni-Channel Programs/Solutions which includes but not limited to phone calls, email, chat, and text.• Working in the 10 PM – 6 AM shifts, a high level of compassion and empathy as well as handling complex, auto specific complex issues while managing 3 monitors and on average 10 -13 programs was routinely and daily executed successfully.• Constantly used strong interpersonal relationship skill sets to work across multiple teams within Volvo Cars USA to provide top-tier customer care and support in areas such as auto accessories, components and problem solving. Show less

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  GeneID Lab, Advanced Molecular Diagnostics

  Oct 2018 - Sept 2020

  • Recruit, coach, manage and mentor sales representatives and account managers for this molecular testing laboratory.• Responsible for managing direct reports internally consisting of 7 area managers and 30 account managers nationally.• Recruit, Hire, Train, Coach, and Manage national sales teams in R.I., CT, MD, DC, NOVA, WVA, KY, GA, TX, ND, SD, MI, TN, IL• Persuade physicians at medical practices to launch and implement the companies genetic screening technology.• Bring Genetic Screening and Testing Technology into Women’s Health, Primary Care, Urology and G.I. independently owned practices.• Successfully launched product in 2018 and achieved 120% of sales plan in 2019.• Personally, recruited and hired a diverse team of more than 30 new sales Account Managers.• Generated over 1700 tests with 43 Active Account Managers and 73 Active Providers from January 2020 through March 2020.• Managed national sales teams through the beginning of the COVID-19 Pandemic in March of 2020 through September 2020. Show less

  • National Sales Director

    Oct 2018 - Sept 2020

  • Sales Manager

    Oct 2018 - Nov 2019
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  Telecommunications Development Corp

  Mar 2021 - Jan 2022

  • Team Lead for 26 Virtual Call Center Agents and Supervisor for late shift team of 5 Virtual Call Center Agents• Managed and handled a high volume of incoming calls (500+/day) specifically assisting residents of the District of Columbia with inquiries, applications, Q&A, forms and additional resources in providing Rental and Utilities Assistance impacted by COVID-19 pandemic.• Successfully managed daily programs specific to Eligibility, Income Requirements, Application Assistance, and if applicable IT Systems Support.• Scheduled, assisted in organizing team huddles and team engagement activities using Zoom, WhatsApp, and Microsoft Teams.• Selected as a Tier 2 Team Lead / Call Resolutions Agent working closely with Case Managers to resolve issues such as Check Traces, QA, Application Status, Rent and Utility Payments Tracing.• Routinely and consistently exceeded KPIs in areas such as outbound calls and closed tickets. Show less

  • Team Lead / Supervisor

    Jun 2021 - Jan 2022

  • Call Center Agent

    Mar 2021 - Jun 2021
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  Amazon

  Jan 2022 - Aug 2022

  Human Resources Associate

  • Consistently achieved 100% Quality Audit Scores during training period and post “nesting” time frames for both teams which included audits within 10 metrics such as but not limited to empathy, resolution, customer service, knowledge of standard operation procedures, and security.• Top agent within Team 1 (CRC Team) in productivity metrics such as but not limited to call resolutions, ratio of handled calls (100%) vs missed or not answered calls (0), troubleshooting SOP issues missed by either system or agent processes. • Designated Team Engagement Coordinator to lead weekly activities designed to motivate, inspire, and maintain positive, forward thinking, motivated virtual team members. • Consistently received 100% Quality Audit ratings during/post intensive 3-week training.• Routinely ranked in the top 10 out of 55 agents within Contact Tracing (CEM Team) based on “Fair Share” metrics which measures overall weekly productivity vs the number of agents and the Task-oriented calls within the team call queue.• Adept at multi-tasking and managing complex SOPs such as Contact Tracing, and COVID Pay Administration as well as software programs which includes ServiceNow, Panorama, CEM, DALI, ADP Payroll…• Trained on and managed daily systems/program such as ServiceNow, ADP, and VPN. Show less

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  UST HealthProof

  Apr 2023 - May 2024

  • Workforce Management Specialist

    Nov 2023 - May 2024

  • Associate II - BPM

    Apr 2023 - Dec 2023
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  UST

  May 2024 - now

  Workforce Management Analyst