Isabel Jaramillo

Experience

• 

  Aegis Communications

  Jan 1997 - Jan 2002

  Customer Service Supervisor

  •Maintain an 80% Occupancy and a 92% Service Level throughout the day•Counsel, coach, and evaluate all the representatives in my team•Monitor employees’ daily activity and productivity

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  Liberty Medical Supply

  Jan 2002 - Jan 2008

  Application Developer/ Data Analyst

  •Develop and program new inbound and outbound IVR applications•Program all inbound and outbound IVR programs through Edify. These programs are responsible for 20% of all business revenue•Automate IVR orders that generate over $1m in monthly revenue•Develop and maintain IVR program databases as well as provide business reporting on all calls dialed through the IVR.•Create all departmental SOP’s.•Maintain over 2,000 toll free numbers and routing strategies•Create routing strategies and work with Genesys Engineer to translate Avaya routing into a Genesys Routing Strategy for toll free numbers•Work with business units to develop and enhance new and current routing and provide them with a full understanding of how Genesys / Avaya would handle the call routing Show less

• 

  Express Scripts

  Aug 2008 - Sept 2019

  • Develop, track and monitor employee’s compliance to quality, service and production standards• Conduct interviewing, hiring, and on-boarding of staff• Address staff concerns and day to day operational, system, customer service, quality, and professional issues •Arrange travel plans, meetings, and agendas •Audit and approve expense reports for six Sr. Directors and ten administrative assistants throughout the Customer Service organization•Coordinate site activities such as monthly employee recognition events, monthly appreciation week events, and yearly customer service week•Established community involvement campaigns for the Port St Lucie site which brought in more than $6,000 for local charities

  • Supervisor

    Sept 2015 - Sept 2019

  • Executive Assistant

    Aug 2008 - Sept 2015
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  Change Healthcare

  Sept 2019 - Feb 2023

  • Director

    Jun 2021 - Feb 2023

  • Sr. Manager

    Sept 2019 - Jun 2021
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  Optum

  Feb 2023 - now

  Director