Carla Ramirez
Lima,Peru
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
3
3
years of professional experience
Work History
UnitedHealth Group (Teleperformance)
Customer Service Supervisor
Lima, Peru
11.2025 - 03.2026
- Led a team of bilingual agents, delivering real-time support and performance coaching to enhance productivity.
- Monitored KPIs, including average handling time, customer satisfaction score, and adherence, identifying trends to drive actionable improvements.
- Ensured regular attainment of targets and quality requirements, driving strong team results.
- Managed escalated inquiries regarding healthcare services and insurance, ensuring timely and accurate resolutions to enhance customer satisfaction.
- Facilitated communication between agents and management, clarifying procedures and implementing updates to ensure alignment and operational efficiency.
UnitedHealth Group (Teleperformance)
Customer Service Trainer
Lima, Peru
09.2025 - 11.2025
- Trained bilingual agents in customer service processes and healthcare system navigation through engaging classes.
- Delivered interactive training sessions to enhance communication, product knowledge, and call handling skills.
- Provided guidance and personalized support, ensuring all trainees completed required courses successfully.
- Fostered a positive learning environment that encouraged participation, teamwork, and continuous improvement.
- Evaluated trainee progress using quizzes, role plays, and performance reviews; offered constructive feedback for development.
- Collaborated with management to update training materials, ensuring content aligned with campaign needs and compliance standards.
UnitedHealth Group (Teleperformance)
Customer Service Representative
Lima, Peru
10.2024 - 08.2025
- Managed 90–100 inbound calls daily in English and Spanish, facilitating appointment scheduling, addressing insurance inquiries, and conducting post-care follow-ups to enhance patient experience.
- Delivered empathetic service, improving customer satisfaction and first-call resolution rates.
- Entered and updated patient information meticulously, ensuring compliance with privacy and confidentiality regulations.
- Provided peer coaching to new agents on best practices for handling healthcare-related calls.
- Supported team objectives through consistent productivity, effective communication, and collaboration with supervisors.
IntelixPro S.A.C
Sales Supervisor
Lima, Peru
03.2023 - 06.2024
- Led and inspired team of sales agents to achieve strong daily performance.
- Guided team to consistently meet monthly sales targets while fostering a positive, high-performance environment.
- Applied dynamic sales strategies to increase conversions and improve customer engagement.
- Supported agents during difficult calls by providing persuasion techniques and real time coaching.
- Used company software to manage leads, update client information, and track sales results.
Education
Bachelor’s in Methodology For EFL Teachers (MET) -
Instituto Cultural Peruano Norteamericano (ICPNA)
Lima, Peru01-2024
English Language Program - Basic, Intermediate, And Advanced Levels
Instituto Cultural Peruano Norteamericano (ICPNA)
Lima, Peru01-2022
Skills
- Healthcare navigation
- Customer support
- KPI analysis
- Effective communication
- Client relationship
- Problem solving
- Time management
- Team leadership
- Multitasking
- Employee training
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
UnitedHealth Group (Teleperformance)
Customer Service Supervisor
11.2025 - 03.2026
UnitedHealth Group (Teleperformance)
Customer Service Trainer
09.2025 - 11.2025
UnitedHealth Group (Teleperformance)
Customer Service Representative
10.2024 - 08.2025
IntelixPro S.A.C
Sales Supervisor
03.2023 - 06.2024
Bachelor’s in Methodology For EFL Teachers (MET) -
Instituto Cultural Peruano Norteamericano (ICPNA)
English Language Program - Basic, Intermediate, And Advanced Levels
Instituto Cultural Peruano Norteamericano (ICPNA)