Alicia Ortiz
Summary
Passionate, creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing interactions in remote and local work settings by applying strong organizational, research and time management skills. Solid history of success in fast-paced environments. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Detail-oriented team player willing to take on added responsibilities to meet goals.
Overview
12
12
years of professional experience
Work History
Senior Customer Care Advocate I
Alcon Vision
09.2020 - Current
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Enhanced company reputation through exceptional customer service and follow-up on inquiries.
- Streamlined communication channels for quicker problem-solving and increased customer loyalty.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and provided backup support for organizational leadership.
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
Student Teacher/AVID Tutor
FWISD
09.2015 - 05.2019
- Enhanced student comprehension by incorporating visual aids and interactive activities into lessons.
- Promoted a positive learning environment by establishing clear expectations, enforcing classroom rules, and fostering open communication.
- Provided constructive feedback on student work, guiding them toward improvement while building their confidence in their abilities.
- Incorporated real-world applications into lessons, making content relevant and relatable for students.
- Developed lesson plans that incorporated mandated topics and included immersive activities for student engagement.
- Cultivated positive relationships with administration, teaching staff, and students.
- Utilized various teaching techniques and strategies to engage students in learning.
Cashier
Walmart
02.2013 - 01.2014
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
Sales Associate
Payless Shoe Source
11.2011 - 11.2012
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Prepared merchandise for sales floor by pricing or tagging.
Education
Bachelor of Science - Interdisciplinary Studies (Mid-Level Math/Science)
The University of Texas At Arlington
Arlington, TX05.2019
Associate of Arts -
Tarrant County College District
Fort Worth, TX05.2015
High School Diploma -
Trimble Technical High School
Fort Worth, TX06.2012
Skills
- Microsoft Office
- Task Prioritization
- Adaptability
- Problem Solving
- Attention to Detail
- Coaching Abilities
- Organizational Skills
- Conflict Resolution
- Cross-functional Collaboration
- Data Entry
- Effective Communication
- Customer Service
Volunteer Experience
- Alcon's Children's Vision Center Exam Event for World Sight Day: FWISD (2023)
- Alcon in Action: Habitat for Humanity (2023)
- LEADS: Cinco De Mayo (2023)
- Earth Day: SAVE Volunteer (2023)
- Avid Chaperone/School Chaperone (2015 - 2019)
- The Big Event: Community Service (2018)
Timeline
Senior Customer Care Advocate I
Alcon Vision
09.2020 - Current
Student Teacher/AVID Tutor
FWISD
09.2015 - 05.2019
Cashier
Walmart
02.2013 - 01.2014
Sales Associate
Payless Shoe Source
11.2011 - 11.2012
Bachelor of Science - Interdisciplinary Studies (Mid-Level Math/Science)
The University of Texas At Arlington
Associate of Arts -
Tarrant County College District
High School Diploma -
Trimble Technical High School
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