Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Angelica Ortiz

Hereford,TX

Summary

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

8
8
years of professional experience

Work History

Member Advocate

FairosRx
02.2023 - Current
  • Fostered positive work environment through collaboration and cross-department communication.
  • Adapted processes to align with industry trends, enhancing support services.
  • Maintained detailed interaction records for effective follow-up on outstanding matters.
  • Contributed insights during strategic planning sessions to improve member experience.
  • Consistently exceeded performance metrics related to response times and issue resolution rates.
  • Resolved member concerns promptly, boosting overall satisfaction scores.
  • Managed difficult situations calmly, ensuring effective conflict resolution.
  • Kept current with industry trends and best practices to optimize support services.

Member Service Supervisor

MaxorPlus
08.2022 - 02.2023
  • Motivated employees to enhance productivity and engagement in work environment.
  • Achieved departmental goals through execution of strategic plans and performance metrics.
  • Monitored daily activities, providing mentorship to optimize team performance.
  • Developed a strong company culture emphasizing collaboration and continuous learning.
  • Prepared reports to support business leaders in key decision-making processes.
  • Monitored call quality, delivering constructive feedback to improve individual performance.
  • Accomplished multiple tasks within established timeframes, ensuring operational efficiency.

Training Specialist

MaxorPlus
02.2020 - 08.2022
  • Evaluated training effectiveness through feedback surveys and assessments, implementing continuous improvements.
  • Enhanced employee performance by developing and executing comprehensive training programs.
  • Coached employees on conflict resolution, goal setting, and career planning to promote individual growth.
  • Developed training handbooks, tutorials, and reference materials to support learning initiatives.
  • Collaborated with management to assess training needs and address skill gaps.
  • Trained and mentored 20 new personnel in member advocate roles to ensure readiness.
  • Streamlined onboarding process, resulting in reduced time to productivity for new hires.
  • Established mentorship program to facilitate knowledge sharing and enhance team performance.

Advocate Support Center

MaxorPlus
10.2018 - 02.2020
  • Delivered friendly service and expert support during all customer interactions.
  • Resolved diverse technical issues across multiple systems for customers and end-users.
  • Collaborated with supervisors to address inquiries from member advocates and technical issues.
  • Updated technical support best practices for improved team efficiency.
  • Conducted detailed research to meet internal and external needs.
  • Managed escalated calls and emails, handling over 50 supervisor calls monthly.
  • Researched product resolutions and issue tactics to effectively address customer concerns.

Member Advocate

MaxorPlus
07.2017 - 10.2018
  • Fostered positive work environment through effective collaboration and open communication across departments.
  • Maintained current knowledge of industry trends, adapting processes to enhance support services.
  • Documented all interactions for efficient follow-up and reference on outstanding issues.
  • Cultivated strong member relationships, building trust and loyalty to the organization.
  • Consistently exceeded performance metrics in response times and issue resolution rates.
  • Applied problem-solving skills to efficiently resolve complex member issues.
  • Identified risks within member accounts, implementing proactive measures to mitigate complications.
  • Managed escalated cases in partnership with supervisors, ensuring favorable outcomes.

Education

High School Diploma -

Herford High School
Hereford, TX
05-2010

Skills

  • Cross-cultural communication
  • Assertiveness
  • Customer service
  • Problem-solving
  • Multitasking and organization
  • Microsoft 360
  • HIPAA compliance
  • Decision-making
  • Verbal and written communication
  • Phone and email etiquette
  • Conflict resolution
  • Quality assurance
  • Process improvement
  • Patient identity verification
  • Complaint processing
  • Tredium
  • Pharm Screens
  • Problem-solving abilities
  • Adaptable and flexible
  • Multitasking Abilities

Languages

Spanish
Native or Bilingual

Timeline

Member Advocate

FairosRx
02.2023 - Current

Member Service Supervisor

MaxorPlus
08.2022 - 02.2023

Training Specialist

MaxorPlus
02.2020 - 08.2022

Advocate Support Center

MaxorPlus
10.2018 - 02.2020

Member Advocate

MaxorPlus
07.2017 - 10.2018

High School Diploma -

Herford High School

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