Angela Ornelas
Summary
Dedicated customer service professional with strong conflict resolution and bilingual communication skills. Known for maintaining professionalism in high-pressure situations and effectively resolving customer inquiries.
Overview
2
2
years of professional experience
Work History
Counselor II
KECH Co.
El Paso, Texas
10.2023 - 06.2025
- Assisted customers in navigating student loan repayment options, enhancing their understanding and confidence in managing payments.
- Resolved customer complaints through effective communication and problem-solving, ensuring customer satisfaction and loyalty.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Guided customers through billing procedures, processed payments, and set up payment options, streamlining their financial management.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a positive attitude while handling high-volume customer interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Documented customer interactions in the database for future reference.
Education
High School Diploma -
Bel Air High School
El Paso, TX06-1994
Skills
- Crisis intervention
- Client assessment
- Case documentation
- Program evaluation
- Attention to detail
- Customer relationship management
- Customer service
- Effective communication
- Conflict resolution
- Time management
- Problem solving
- Active listening
- Bilingual in spanish and english
Timeline
Counselor II
KECH Co.
10.2023 - 06.2025
High School Diploma -
Bel Air High School