Alexandra Ortiz
Buffalo,NY
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
BestSelf Behavioral Health
10.2023 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Faxing medical record to facilities authorized to receive patient information.
- Revenue Cycle and Powerchart system
- Answering phone to respond to all inquiries made by patients.
Certified Nursing Assistant
Elderwood Senior Living
10.2022 - 06.2023
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Documented patient information and care activities in electronic health record.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Contributed positively towards patient satisfaction scores by consistently providing exceptional care and addressing their concerns.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Supported needs of [Number]+ residents under long-term care.
Material Control Clerk
Materion
02.2018 - 10.2022
- Reduced stock shortages by monitoring inventory levels closely and initiating replenishment orders as needed.
- Aided in the preparation of accurate budget forecasts based on historical data analysis and future material needs assessments.
- Utilized forklift or pallet truck to load, unload, transport and store goods.
- Partnered with representatives from different carriers to arrange materials shipments.
- Assisted with the development of standard operating procedures for Material Control Clerk duties, enhancing overall operational efficiency and consistency.
- Enhanced inventory accuracy by conducting regular audits and reconciling discrepancies in a timely manner.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Processed required paperwork to expedite handling of shipped and received goods.
- Assisted with the training of new Material Control Clerks, sharing best practices for navigating warehouse management systems and executing daily tasks efficiently.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Promoted a clean work environment by adhering to housekeeping standards, disposing of waste materials properly and keeping work areas free of clutter.
Teacher Aid
Buffalo Public School District
09.2012 - 02.2018
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Facilitated activities in small groups to reinforce concepts taught by class teacher.
- Completed daily reports on attendance and disciplinary performance.
- Worked with teacher to optimize learning plans based on student test grades and evaluations.
- Handled class records for attendance, assignment grades and course participation scores.
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
- Monitored student behavior in classes, laboratories and on field trips for unsafe or rule-breaking concerns.
- Maintained safety and security by overseeing students in recess environments.
- Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
- Promoted a positive learning environment by establishing clear classroom expectations and maintaining consistent routines.
School Cafeteria Chef
Buffalo Public School District
09.2011 - 09.2012
- Collaborated with staff members to create meals for large banquets.
- Monitored line processes to maintain consistency in quality, quantity, and presentation.
- Utilized culinary techniques to create visually appealing dishes.
- Boosted employee morale through constructive feedback sessions and recognition of exceptional performance.
- Checked freezer and refrigerator prior to each shift to verify correct temperatures.
- Trained and managed kitchen personnel and supervised related culinary activity.
- Maintained well-organized mise en place to keep work consistent.
- Coordinated with team members to prepare orders on time.
- Worked closely with front-of-house staff to facilitate excellent customer service.
- Placed orders to restock items before supplies ran out.
- Utilized proper cleaning techniques to sanitize counters and utensils used in preparation of raw meat, poultry, fish, and eggs.
Education
High School Diploma -
Grover Cleveland High School
Buffalo, NY06.2006
Skills
- Microsoft PowerPoint
- Customer Service
- Customer satisfaction measurement
- Customer Account Management
- Spreadsheets
- Call Management
- Microsoft Office Suite
- Dispute Resolution
- Project management abilities
- Call Documentation
- Payment Processing
- Call center experience
- Building rapport
- Delivery Scheduling
- LiveChat Messaging
- Paperwork Processing
- MS Office
- Staff education and training
- Database Management
- Office equipment proficiency
- Microsoft Exchange
- Quality Control
- Shipping procedures understanding
- Billing Adjustments and Refunds
- Clerical Support
- Data Management
- Critical Thinking
- Record preparation
- Relationship Building
- Report Preparation
- Team Development
- Spanish Fluency
- Conflict Resolution
- Microsoft Outlook
- Data Entry
- Revenue Cycle
- Power Chart
- Word
- Excel
Certification
- Certified CNA
- Mental Health Fist Aid
- New York 15 hours Life and Health Insurance
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
BestSelf Behavioral Health
10.2023 - Current
Certified Nursing Assistant
Elderwood Senior Living
10.2022 - 06.2023
Material Control Clerk
Materion
02.2018 - 10.2022
Teacher Aid
Buffalo Public School District
09.2012 - 02.2018
School Cafeteria Chef
Buffalo Public School District
09.2011 - 09.2012
High School Diploma -
Grover Cleveland High School