Summary
Overview
Work History
Education
Skills
Timeline
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Jessika Ortiz

San Antonio,USA

Summary

Dedicated and customer-focused professional with 5+ years of experience as a Customer Service Representative. Strong knowledge and understanding of customer service principles and practices. Exceptional communication and interpersonal skills with a proven track record of resolving customer issues and exceeding customer satisfaction. Highly motivated team player with the ability to multitask and adapt in a fast-paced environment. Proficient in using CRM systems and providing product knowledge to customers.Seeking to leverage my skills and expertise to contribute to the success of a customer-centric organization.

Motivated leasing consultant with solid experience in residential property management. Strengths lie in customer service, negotiation skills, and the ability to manage multiple projects concurrently. Previous roles resulted in streamlined processes, increased tenant satisfaction, and improved lease renewal rates. Strong knowledge of leasing laws and regulations, coupled with an innate ability to build rapport with diverse clientele.

Overview

7
7
years of professional experience

Work History

Leasing Consultant

DGE Investments
San Antonio, TX
01.2024 - 03.2025
  • Marketed property to prospective tenants by giving tours and pointing out key features.
  • Identified opportunities for improving efficiency in rental operations through process improvement initiatives.
  • Contacted and followed up with tenants on renewal notices.
  • Met with clients to negotiate management and service contracts.
  • Maintain a professional appearance and attitude at all times.
  • Courteous and efficient handling of resident requests and complaints.
  • Have a thorough knowledge of lease terms, specifications, and all community policies.
  • Complete the lease form or agreement, and collect the rental deposit.
  • Ensure the model apartments are ready for show, and maintain work areas, common areas, and the office in a clean and orderly manner.

Auto Claims Adjuster

Allcat Claims Service
10.2022 - 10.2024
  • Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies
  • Track and document all inquiries using the applicable systems
  • Complete associated tasks according to the established guidelines
  • Meet Quality Assurance (QA) and other key performance metrics
  • Facilitate the fulfillment of caller requests for materials via mail, email, or download
  • Transfer/refer consumers to appropriate entities according to the established guidelines
  • Escalate calls or issues to the appropriate designated staff for resolution as needed
  • Facilitate translation services for non-English speaking callers according to procedures
  • Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems
  • Researched and verified insurance policy coverage
  • Communicate with team members, policyholders, claimants and witnesses by telephone, email and written correspondence to gather facts of loss to aid in claim resolution
  • Negotiated settlements with customers and lien holders paid out total loss settlements and obtained necessary documents to process titles for branding
  • Presented claims to insurance companies
  • Determined cause and extent of damages by investigating claims with underwriters and insurance agents in field
  • Evaluated extent of damage and documented findings
  • Provide customer support to members, providers, billing departments and other insurance agency's regarding claims, appeals and eligibility
  • Coordinated benefits while applying applicable deductibles, co-insurance and out-of-pocket costs
  • Coordinated direct repair assignments with local body shops and rental vehicles during restoration processes
  • Provided policyholders with advice regarding vehicle repairs and body shop procedures to maximize customer satisfaction
  • Managed heavy workload of ongoing cases thanks to strong organizational, time management and collaboration skills
  • Resolved repair cost inquiries, consulting with various appraisers for second opinions to resolve disagreements

Customer Service Representative - Hybrid Remote

Maximus
San Antonio, TX
11.2023 - 09.2024
  • Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the condentiality and privacy policies.
  • Track and document all inquiries using the applicable systems.
  • Complete associated tasks according to the established guidelines.
  • Track and document all inquiries using the applicable systems.
  • Meet Quality Assurance (QA) and other key performance metrics.
  • Facilitate caller requests for materials via mail, email, or download. Transfer or refer consumers to appropriate entities according to the established guidelines.
  • Escalate calls or issues to the appropriate designated staff for resolution as needed.
  • Facilitate translation services for non-English-speaking callers according to procedures.
  • Attend meetings and training.

Data Management-Health Administrative Assistant II

City of San Antonio- Metro Health
09.2021 - 04.2024
  • Coordinate's office services and provides information and assistance to the Public
  • Assists in providing a variety of responsible duties involved in coordinating the administrative operations of the assigned department or division
  • Handling request for supplies and maintaining schedules
  • Research, Compiles and analyzes data for special projects and various reports; Prepares reports outlining progress of projects, documents, problems and issues
  • May supervise clerical and administrative staff in general office operations

Checker

H-E-B Grocery
07.2021 - 11.2022
  • Operated cash register or POS system to receive payment by cash, check and credit card
  • Accepted cash and credit card payments, issued receipts and provided change
  • Answered customer questions and provided store information
  • Collected payments and provided accurate change
  • Delivered high level of customer service to patrons using active listening and engagement skills
  • Helped customers find specific products, answered questions and offered product advice
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity
  • Worked closely with front-end staff to assist customers
  • Trained new team members in cash register operation, stock procedures and customer services
  • Processed sales transactions to prevent long customer wait times
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Learned roles of other departments to provide coverage and keep store operational
  • Scanned merchandise using point-of-sale system for accurate purchase totals
  • Discounted purchases by scanning and redeeming coupons
  • Directed trash removal and sanitation procedures to keep aisles and register area organized
  • Verified customer age requirement for alcohol or tobacco purchases
  • Processed refunds for worn, damaged and broken merchandise
  • Used suggestive selling techniques to promote add-on sales

Account Specialist

JP Morgan Chase & Co
04.2021 - 08.2022
  • Inbound consumer calls
  • Account Specialist in Marriott, Southwest and other credit cards
  • Take ownership of each customer interaction while treating customers with respect and responding with empathy
  • Document customer account activities thoroughly and concisely
  • Demonstrated personal excellence including punctuality, integrity and accountability
  • Navigate multiple technologies while staying engaged with our customers
  • Possess strong customer focus with the ability to have detailed conversations with the customer
  • Have the ability to work independently and in a team environment
  • Access to sensitive account information
  • Assisting with COVID-19 project

Lead Client Relations Coordinator

Vital Life Wellness center
01.2018 - 09.2020
  • Entering positive COVID cases in the THT data system for accurate report for the city of San Antonio
  • Creating and Maintaining reports
  • Coordinates activities with the other City Departments, Outside Agencies and general public
  • May respond to and resolve difficult and sensitive inquiries and complaints
  • Provide information to assist clients or refer them to appropriate contacts
  • Arrange information for clients and vendors and obtain necessary information for the appointments
  • Assist in promotion of products and services provided by vital life wellness center
  • Inform management of patient complaints/assist with patient complaints
  • Work closely with the finance department to ensure accurate and complete billing so collections are done properly
  • Working closely with finance department to ensure accurate end of the day batch and POS balance
  • Track and inform team members when they are scheduled to work on Saturday pellet Clinic
  • Send daily email to include updates and tips for success
  • Train new team members
  • Provide up to date training with client relations coordinator team
  • Review appointment reminder report
  • Monitor reschedule queue
  • Audit superbills, appointments, appointment types, and no shows
  • Audit insurance verification done by staff
  • Audit team members punch in/punch out
  • Cover positions/assist when team members are out
  • Maintain appearance at front desk area

Certified Nurse Assistant

Windsor Mission Oaks Nursing and Rehabilitation Center
05.2018 - 01.2019
  • Assist patients with ADLs such as feeding, mouth care, grooming, shaving and incontinence care
  • Assist Nurse with care of residents
  • Measure and record patient vital signs
  • Record/ Log daily patient care into computer system
  • Assist with restorative care
  • Transport residents to appointments outside of facility
  • Assisted patients with activities of daily living, such as bathing and dressing
  • Provided compassionate care to elderly, disabled and terminally ill individuals
  • Observed patient behavior and reported any changes to the supervising nurse
  • Maintained accurate records of patient progress and condition
  • Gave emotional support to patients and their families
  • Checked vital signs, including temperature, pulse, respiration rate, blood pressure and oxygen saturation levels

Education

High School -

Penn Foster High School
San Antonio
05.2015

Skills

  • 10 Key/55 wpm
  • Attention to detail
  • Multi-Tasking
  • Billing
  • Cash Handling
  • Clerical
  • Customer care/ customer service
  • General office duties
  • Greeting Clients/Visitors
  • MS Office/Excel
  • MS Outlook/Office
  • Payroll
  • Lease administration
  • Property marketing
  • Sales strategies
  • Time management
  • Fair housing policies
  • Record keeping
  • Process improvement

Timeline

Leasing Consultant

DGE Investments
01.2024 - 03.2025

Customer Service Representative - Hybrid Remote

Maximus
11.2023 - 09.2024

Auto Claims Adjuster

Allcat Claims Service
10.2022 - 10.2024

Data Management-Health Administrative Assistant II

City of San Antonio- Metro Health
09.2021 - 04.2024

Checker

H-E-B Grocery
07.2021 - 11.2022

Account Specialist

JP Morgan Chase & Co
04.2021 - 08.2022

Certified Nurse Assistant

Windsor Mission Oaks Nursing and Rehabilitation Center
05.2018 - 01.2019

Lead Client Relations Coordinator

Vital Life Wellness center
01.2018 - 09.2020

High School -

Penn Foster High School

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Jessika Ortiz