Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brian Ortiz

Katy,TX

Summary

Experienced professional with a background in call center management, health & wellness counsel, military leadership, and veteran care coordination. Skilled in client relations, leadership, and team collaboration, with a focus on achieving operational excellence, client satisfaction, and effective benefit navigation. Actively pursuing further education in business administration to support organizational growth and development.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Call Center Agent

Veterans Government Services
05.2024 - Current
  • Manage high-volume beneficiary inquiries in a call center environment, processing eligibility, medical, claims, provider, and referral updates with precision and clarity.
  • Utilize detailed, plan-specific resources to provide accurate guidance on entitlements, directing beneficiaries to additional public resources for further self-review.
  • Collaborate across claims, eligibility, and customer service departments to address complex cases, ensuring compliance with HIPAA guidelines and achieving optimal resolutions.
  • Resolve intricate coverage, claims, and provider issues by clarifying policy nuances, correcting previous oversights, and guiding beneficiaries on how to prevent similar challenges in the future.

Operations Dispatcher / Supervisor

First Coast Security
02.2022 - 04.2023
  • Interacted with over 50 clients daily, delivering immediate support and detailed documentation for varied client needs.
  • Handled client interactions ranging from routine to highly tense, maintaining exceptional customer support at all times.
  • Trained and mentored new team members, emphasizing precision in communication and empathy.
  • Supervised 20+ personnel, implementing protocols for productivity and cross-departmental collaboration.

Certified Personal Trainer

Crunch Fitness
02.2021 - 02.2022
  • Achieved 75% client acquisition and 85% retention rates through comprehensive consultations and objection overcoming.
  • Developed exceptional client relations skills through routine counsel and support, fostering strong rapport and trust.

Infantryman

U.S Army
01.2014 - 06.2019
  • Managed arms room operations at a Leadership Course, responsible for safeguarding over $2 million in sensitive items.
  • Showcased organizational skills by managing records for over 1,000 officers, maintaining accuracy and accessibility.
  • Honorably discharged.

Education

Bachelor of Science - Business Administration

University of Phoenix
Online - Tempe, AZ
07-2026

Skills

  • Customer Service
  • Adaptability
  • Complaint resolution
  • Quality Assurance
  • Technical Proficiency
  • Client Relationship Management

Certification

Software Development - WeCanCodeIt, Columbus, OH -January 2024

Timeline

Call Center Agent

Veterans Government Services
05.2024 - Current

Operations Dispatcher / Supervisor

First Coast Security
02.2022 - 04.2023

Certified Personal Trainer

Crunch Fitness
02.2021 - 02.2022

Infantryman

U.S Army
01.2014 - 06.2019

Bachelor of Science - Business Administration

University of Phoenix

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