Angela Ortiz

• Process Improvement: Identify areas for process improvement and work with relevant teams to implement changes that enhance quality and efficiency.
• Data Analysis: Analyze data related to quality metrics and use it to make informed decisions about improvements and to prevent future issues.
• Collaboration: Collaborate with various departments, including production, development, and customer support, to ensure quality is integrated into the entire service lifecycle. Assisting the training department to audit new agent's work to ensure training standards are being met in accordance with DoorDash Policy & Standards
• Continuous Improvement: Emphasize a culture of continuous improvement, where quality is not a one-time goal but an ongoing process of refinement and enhancement. Always aiming to be 1% better everyday.
• Documentation: Maintain detailed records of quality audits, results, and findings. This documentation is crucial for traceability and compliance purposes. Additionally to also asses performance to identify employee skill gaps. (Excel)

• Advanced Customer Support : Provide high-level customer support to merchants who may have complex or escalated issues. This could include resolving technical problems, addressing billing concerns, or troubleshooting issues with their store on our platform.
• Issue Resolution: Work to quickly and effectively resolve merchant-related issues, ensuring minimal disruption to their business operations. This involved collaborating with various internal teams to find solutions.
• Technical Assistance : Assist merchants with technical challenges and troubleshooting any technical issues they may encounter with their account and store our DD website/app.
• Product Knowledge : Maintain a deep understanding of the company's products and services to provide accurate information and guidance to merchants. This includes leverage data queries, existing workflow documentation, and knowledge of internal systems to come up with out-of-the-box solutions when new issues arise,
• Work closely with Account Owners and sales stakeholders to answer process, functionality, and workflow-related inquiries for their merchants and build confidence in Merchant Support among cross-functional teams
• Hardworking and goal-oriented, during the first few months of being on the tier 3 merchant support team, I was asked to join project teams to help with outstanding SLA cases. Due to the team's success, our management team made this permanent full-time project
• Training and Guidance : being a knowledge expert in my role also enabled me to take on additional tasks such as becoming a mentor to our new employees that needed guidance on how to resolve their complex cases.

• Scheduling and Appointments: Coordinated and managed counselor schedules, including scheduling client appointments, rescheduling as necessary, and ensuring that appointments are properly documented. (Microsoft Suite, Google Suite & Excel)
• Records Management: Maintained client records and documentation, ensuring that records were accurate, confidential, and in compliance with legal and ethical standards.
• Billing and Insurance: Assisted clients with billing and insurance-related inquiries, processed & uploaded insurance claims documentations, and worked on financial aspects of the counseling practice.
• Client Communication: Served as a point of contact between clients and counselors, relaying messages, providing information, and ensuring that clients' questions and concerns were being addressed.
• Data Entry and Reporting : Entered data, maintained statistics, and generated reports related to client demographics, progress, and program outcomes and provided it to assistants assessors, counselors, admin staff, clients, probation officers, courts, and other interested parties as needed.

Team Collaboration: Work closely with other program assistants, counselors, and administrative staff to ensure efficient and effective program operations such as group counseling sessions.

• Verification Process : Conducted thorough checks to confirm the accuracy of the employment information provided by individuals, which typically included: Employment dates, Job titles and positions held, Salary or income information,
• Employment status, Reasons for leaving previous employment and additionally interviewed their referrals.
• Data Protection : Ensured the security and confidentiality of the information being collected, as it often includes sensitive personal and financial data.
• Reporting : Generate reports or summaries of employment verifications to communicate findings to requesting parties, such as lenders, landlords, or prospective employers.
• Efficiency and Timeliness: Prioritize and manage multiple verification requests to meet deadlines and service level agreements.