David Ortiz
Moreno Valley,CA
Summary
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Qualified with solid background in managing service operations and enhancing customer satisfaction. Successfully led teams to streamline workflows and improve service delivery. Demonstrated leadership and problem-solving skills in high-pressure environments.
Overview
12
12
years of professional experience
Work History
Disability Leave Services Manager
Amazon Inc.
03.2024 - 05.2024
- In this role I developed and improved existing processes. I assisted in fostering the growth of the program and development of the process change and opportunities to improve efficiency and the customer experience. By managing a team of 10-15 DLS members regarding leaves and/or accommodations. I managed employees and coordinate complex processes, working with all levels of employees and management. Other responsibilities included:
- Managed the performance of teams through insightful communications, regular 1:1’s, team meetings and reward and recognition programs. These teams can consist of Accommodation Consultants, Leave Case Managers, Triage Specialists and/or Sr. Case Managers
- Ensured compliance with a standard work, federal/state regulations, and company policy
- Maintained system records to ensure accurate and timely information/documentation
- Consulted, coordinated and partnered with the third-party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate.
- Communicated policies to the team and became the primary information source for staff.
- Partnered with Operations Manager and other Team Supervisors regarding organizational design, workforce planning, succession planning, and skills assessment.
- Reviewed and analyzed business unit data to identify trends and recommend solutions to improve performance, retention, and employee experience
- Responded to escalations, providing root cause analysis and recommendations. Developed remediation plan and drives to resolution with minimal guidance from Manager
- Performed audits of team’s work, providing coaching and feedback to support performance improvement.
- Contributed to growing the expertise of our stakeholders, by participating in meetings, tough case reviews, resolution of escalated cases and consultation
- Collaborated with legal and compliance stakeholders on regulatory/employment liability issues as they relate to complex cases and/or policy development with leave, disability and/or Accommodation
- Collaborated with team members on development and review of SOPs and process documents
- Participated and lead initiatives in cross-functional processes and business improvement projects
- Addressed and responded to sensitive situations
- Identified and solved problems that may arise, sometimes with limited information
- Led cross-functional teams to enhance customer satisfaction and streamline service operations.
- Developed training programs to elevate staff performance and improve service standards.
Sr Case Manager
Amazon
07.2021 - 03.2024
- Responsibilities as a Sr Case Manager included reviewing of medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon. I was the single point of contact for employees throughout an entire leave of absence or disability event, managing from 150 – 200 cases at a time. Other responsibilities included:
- Addressed and responded to sensitive situations
- I would troubleshoot issues and seek to remove barriers before, during, or after a leave event
- Responded to employee impacting issues that may arise during the leave event and ensured that the right communication occurred
- I identified and solved problems that would arise, sometimes with limited information
- I facilitated a smooth return to work and ramp-back plan for employees returning to the workplace
- I often educated managers and business partners on employee concerns and needs prior to being off or returning to work
- Communicated regular updates to employees and stakeholders both verbally and in writing
- Ensured compliance with standard work, federal/state regulations, and company policy
- Maintained system records to ensure accurate and timely information/documentation
- Consulted, coordinated and partnered with our third-party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
- Led case management initiatives, ensuring compliance with organizational policies and procedures.
- Developed strategic action plans to address client needs and enhance service delivery effectiveness.
Case Manager
Amazon
09.2020 - 07.2021
- As a Case Manager, I provided case management for all types of leave of absences, disability, and life events. I was the single point of contact for an employee throughout an entire leave of absence or disability event. My job was to initiate and respond to inquiries about leave and disability events, benefits, and options available to employees. I served as a point of contact for assigned employees (150 – 200 employee cases) to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon. Other responsibilities included:
- Leveraged duration guidelines, best practice tools and Amazon resources to support oversight of a leave event as appropriate
- Addressed and responded to sensitive situations
- Responded to employee impacting issues that may arise during the leave event and ensured the right communication occurs
- Facilitated a smooth return to work and ramp-back plan for employees returning to the workplace
- I educated managers and business partners on employee concerns and needs prior to being off or returning back to work
- I often communicated regular updates to employees and stakeholders both verbally and in writing
- I ensured compliance with standard work, federal/state regulations, and company policy
- Maintained system records to ensure accurate and timely information/documentation
- Consulted, coordinated and partnered with our third-party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
- Managed case documentation and compliance with regulatory standards to ensure quality care delivery.
- Developed personalized care plans by assessing client needs and coordinating resources effectively.
Sr. Coord- Amazon
T.S.C. Engagement
05.2016 - 09.2020
- As a Sr Coordinator in T.S.C. Engagement I partnered with Launch team to create and execute a building launch plan for HLA3. I recruited and hired at a 100% success rate for the HLA3 launch in Moreno Valley. My responsibilities included having to oversee that all processes are completed for new hire from start of application up to orientation and day1 at KRB1 as the Point of Contact and back up POC atONT6. I also partnered with local community groups such as workforce development agencies or local community colleges to leverage grassroots sourcing channels to develop talent communities to fill positions. Other responsibilities included:
- Ensured all New Hire associates were loaded in the Labor Planning tool prior to orientation
- Ensured New Hire Orientation was effectively executed as well as conducted portions of the New Hire Orientation
- Ensured all Seasonal Associates completed all required paperwork
- Managed processes with appropriate departments to ensure seasonal associates had appropriate access and permissions.
- Ensured accuracy of candidate pool information through monitoring NHO attendance, auditing Applicant Tracking System (ATS) and projected labor planning needs.
- Ensured data integrity in HRIS (PeopleSoft) systems. Daily maintenance of HRIS systems: partnered with Centralized Funnel Management team to ensure candidates were hired correctly, appeared correctly in all systems and had needed access through badges/permissions to function within their role.
- Coordinated with managers, using labor tracking tools, to ensure employees were on the correct schedule patterns.
- Prepared reporting for turnover and absenteeism metrics for seasonal hourly associates.
- Tracked and maintained statistics on effectiveness of Recruitment though weekly reports on recruiting data for presentation to HR leadership and business partners
- Ensured all documents were scanned in to the digital file management system
- Self-motivated, with a strong sense of personal responsibility.
Senior Account Manager
SMX Staffing
10.2014 - 05.2016
- As a Sr Account Manager, I was responsible for managing the onsite account team and overseeing all staffing and employee operations. I oversaw all safety cases and escalations for the account within the Inland Empire Area for Amazon. And assessed recordable safety injury cases and assigned placement to appropriate workman’s compensation accommodations restriction. I also provided immediate front-line customer service to management team, associates and clients and handled all employee investigations. I provided site level reports such as forecasting, financial and trend analysis, recruiting, action plans and strategic planning. Other responsibilities included:
- Conducted hiring and firing decisions, and oversaw all performance management.
- Handled order requests and changes from client contacts, as well as all personal relations, projects and performance incentive programs to meet operational goals.
- Managed the office budget as well as managed all recruiting, orientations, payroll and invoicing.
- Ensured compliance with safety regulations.
- Ensured the New Hires are uploaded into People Portal and New Start List was sent out to the Client within the assigned SLA agreed upon.
- Managed the onboarding process, ensuring badges were made, all necessary onboarding documents were available and the service team was had set the day one or day zero was ready for the new hire a day in advance.
- Client - Amazon
- Developed and executed account strategies to enhance client satisfaction and retention.
- Oversaw team performance, ensuring alignment with organizational goals and client expectations.
Account Supervisor
SMX Staffing
12.2012 - 10.2014
- As an Account Supervisor, I monitored productivity goals and quality, employee’s conduct, as well as provided coaching for up to 2,000 employees. I also managed weekly schedules for all employees, assisted with recruiting, interviewing, and scheduling up to 400 employees per week and monitored attendance and tracked employees’ hours for payroll processing. I also helped develop and sustain a strong partnership with Amazon senior team by attending production meeting, labor meetings, and safety meeting to ensure that the client’s business needs were met and providing immediate front-line customer service to management team, associate and clients. Other responsibilities included:
- Handled order requests and changes from client contacts.
- Handled associate relations activities, communications, and investigations.
- Worked on special projects and performance incentive programs to help meet operational goals.
- Supervised up to 20 group leads overseeing a team of associates.
- Conducted investigations for HR related issues such as workplace violence and sexual harassment.
- Build rapport with associates to analyze their barriers that are causing or preventing them to excel.
- Oversaw all temp safety incidents in the facility.
- Managed safety programs and completed operations reports.
- Handled safety inspections.
- Provided feedback to Amazon based on better safety practices, while maintaining strong safety awareness amongst associates.
- Client - Amazon
- Led client account management, ensuring alignment with service delivery standards.
- Developed and implemented strategic staffing solutions to meet client needs effectively.
Production Coach
SMX Staffing
10.2012 - 12.2012
- Coached up to 200 associates in their function, providing management with the barriers the associates were facing that caused them to struggle.
- Helped others achieve their rate and perform to the standards of Amazon.
- Worked as a liaison between associates and management.
- Worked on the floor to help make deadlines and monitor safety
- Client - Amazon
- Developed and implemented training programs to enhance team skills and knowledge in production processes.
- Facilitated onboarding sessions for new employees, ensuring understanding of safety protocols and operational standards.
Education
Associates - Business Administration
Crafton Hills Community College
Yucaipa, CA04.2016
Skills
- Microsoft Office
- Stafftracknet
- FCLM
- AMP
- Kronos
- People Portal
- MyTime
- ADAPT
- CRM
- Risk
- Microsoft Excel
- Sales Force
- Oracle
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved completion of 40,000 orphan disability case placement by identifying over 40,000 misplaced cases and creating a process to reclassify, track and reporting all current and future unclassified cases with accuracy and efficiency.
- Leading team to successfully fulfill hiring needs for the largest online retail company from 2012-2018, with annual target hiring of 10,000 employees.
Timeline
Disability Leave Services Manager
Amazon Inc.
03.2024 - 05.2024
Sr Case Manager
Amazon
07.2021 - 03.2024
Case Manager
Amazon
09.2020 - 07.2021
Sr. Coord- Amazon
T.S.C. Engagement
05.2016 - 09.2020
Senior Account Manager
SMX Staffing
10.2014 - 05.2016
Account Supervisor
SMX Staffing
12.2012 - 10.2014
Production Coach
SMX Staffing
10.2012 - 12.2012
Associates - Business Administration
Crafton Hills Community College
Serice team of the year 2014
Managing a high profiled employment account over and fulfilling over 10,000 new employee request for the largest online retailer. Grossing over 3.4 million dollars for the company. Resulting in 2014 service team of the year.