Beatriz Ortega-Ortiz
Gardena,CA
Summary
Detail-oriented Customer Support Manager with knowledge of office functions and capable of multi-tasking administrative responsibilities in a fast-paced environment. Superior telephone, customer, and computer skills. Work effectively with cross-functional teams in ensuring operational and service excellence. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
Overview
11
11
years of professional experience
Work History
Customer Support Manager
Enagic USA Inc.
05.2017 - Current
- Managed a team of customer support representatives, providing ongoing training and development opportunities for our daily live chat, emails, and phone call use.
- Collaborated with cross-functional teams to address recurring customer issues, update teams on current products, services, and troubleshooting techniques.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Investigated and resolved pricing and database issues to maintain accuracy and efficiency of quotes and turn-around times.
Financial Aid Administrative Assistant
Los Angeles Harbor College
11.2013 - 02.2017
- Promoted transparency in financial assistance processes by creating clear written guidelines for students to follow during applications.
- Managed and maintained accurate financial records with keen attention to detail, ensuring compliance with regulations.
- Demonstrated adaptability during peak application periods by managing heavy workloads and prioritizing tasks effectively.
- Provided excellent customer service to students and parents, answering inquiries about available financial aid programs.
- Reviewed, verified and assessed applications and supporting documents in accordance with established guidelines to determine financial aid eligibility.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
Sales Associate
JCPenny
02.2016 - 08.2016
- Helped customers complete purchases, locate items, and join reward programs.
- Interacted with a high volume of customers daily, building a strong customer base through providing personalized product guidance, resolving issues, following up on purchases, and opening new accounts
- Performed daily department tasks including stocking, remerchandising, pricing markdowns, transferring merchandise, inventory control, and processing transactions.
- Handled returns and exchanges with focus on customer satisfaction and policy adherence.
- Managed efficient cash register operations.
- Enhanced store atmosphere by maintaining clean, organized, and welcoming environment for customers.
Education
Child Development Major -
Los Angeles Harbor College
12.2016
High School Diploma -
Carson Senior High School
06.2012
Skills
- Client Relationship Building
- Call Center Management
- Staff Scheduling
- Inter-department collaboration
- Multitasking Abilities
- Team Coordination
- Training and mentoring
- Operational Improvements
Languages
English
Spanish
Timeline
Customer Support Manager
Enagic USA Inc.
05.2017 - Current
Sales Associate
JCPenny
02.2016 - 08.2016
Financial Aid Administrative Assistant
Los Angeles Harbor College
11.2013 - 02.2017
Child Development Major -
Los Angeles Harbor College
High School Diploma -
Carson Senior High School
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