CHAELIN ORTIZ
Crestwood,IL
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes to drive success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
6
6
years of professional experience
Work History
COE Specialist II: Merchant Premium Support
Uber
11.2025 - Current
- Led cross-functional process improvements to strengthen accuracy and consistency across specialist workflows.
- Coordinated daily priorities to resolve issues and ensure smooth execution of operational tasks.
- Resolved complex escalations with CRM tools, capturing documented solutions for recurring operational issues.
- Analyzed support workflows to identify process gaps and streamline case handling procedures.
- Coordinated with internal teams to resolve marketplace, payment, and account discrepancies.
- Proactively identified legal documents for account changes and managed document updates in a timely manner.
- Facilitated communications with reporters and enhanced collaboration among internal and external stakeholders, including senior leadership and legal.
- Conducted thorough root-cause analysis across multiple investigations to deliver comprehensive solutions.
- Maintained calm demeanor and articulated complex details and sensitive decisions with clarity when communicating to internal and external parties under pressure.
- Facilitated smooth transitions by embracing changes in procedures and ensuring team alignment. and seek ways to stay innovative
Optical Supervisor
Warby Parker
10.2022 - 07.2025
- Opening and closing the store, including maintaining paperwork for the day, and keeping track of goals for the week, month, and quarter.
- Oversaw areas of responsibility in store, including people management, KPIs, goals, vision services, and inventory organization.
- Manage team growth by training new hires and helping team members learn new methods of selling and speaking with customers, as well as teaching them how to use our tech equipment in-store.
- Fostered team morale to enhance collaboration and productivity. and updated on any store or company-wide updates.
- Defused conflicts effectively with team members and customers., whether it be with a team member or a customer.
- Managed time effectively for self and team to ensure timely completion of tasks and projects.
Store Manager
Big City Optical
11.2020 - 01.2022
- Monitoring store profitability, including managing operating costs, and ensuring the store meets financial objectives.
- Pretested patients and handled telemedicine exams on Zoom with the doctor.
- Holding the team accountable for projects during the day, as well as coaching in the moment for team growth.
- Monitored order arrivals to ensure timely delivery.
- Held team accountable for daily projects and provided on-the-spot coaching for development.
- Keeping track of orders to make sure they are arriving in a timely manner.
- Assisted in setting sales goals and supported team in achieving targets.
- I started as an optician and was promoted to assistant manager within three months, then promoted to store manager within five months.
Education
High School Diploma -
Oak Lawn Community High School
Oak Lawn, ILArt
Moraine Valley Community College
Palos Hills, ILSkills
- CRM tool management
- Documentation management
- Process improvement
- Operational analysis
- Expert problem solving
- Analytical thinking
- Quality assurance
- Technical proficiency
- Team development
- Coaching and mentoring
- Crisis management
- Customer relations
Timeline
COE Specialist II: Merchant Premium Support
Uber
11.2025 - Current
Optical Supervisor
Warby Parker
10.2022 - 07.2025
Store Manager
Big City Optical
11.2020 - 01.2022
Art
Moraine Valley Community College
High School Diploma -
Oak Lawn Community High School