Desiree Ortiz
Round Lake Heights ,IL
Summary
Analytical and strategic inbound call agent with excellent problem-solving and time management skills. Organized, efficient and always willing to go extra mile to meet expectations.
Polite and professional, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Cashier Team Lead
Rosatis
Lindenhurst, IL
02.2012 - 12.2015
- Trained team members on cash register operation and cash handling.
- Quickly and accurately counted drawers at start and end of each shift.
- Communicated with customers and team members to solve problems.
- Operated cash register and equipment to collect payments.
CNA
Hillcrest Nursing & Rehabilitation Center
Round Lake Beach, IL
05.2013 - 04.2016
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Inbound Call Center Representative
Camping World
Wauconda, IL
09.2016 - 03.2017
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Resolved complaints to satisfy customers and encourage future transactions..
- Resolved complaints to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained and coached new call center team members on computer systems and customer service strategies.
CNA
Brightstar Healthcare Agency
Gurnee, IL
04.2017 - 09.2017
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
CNA
Avantara
Long Grove , IL
04.2017 - 10.2021
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
CNA
Vista East Medical Center
Waukegan , IL
04.2021 - 12.2021
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Education
High School Diploma -
Lakes Community High School
Lake Villa, IL03.2013
College of Lake County
Grayslake, IL08.2013
Skills
- Time Management
- Verbal and Written Communication
- Multitasking and Prioritization
- Attention to Detail
- Electronic Recordkeeping
- Call distribution
- Appointment Scheduling
- Telephone etiquette
- Professional communication
- Greeting customers
- Recordkeeping
- Customer database management
- Message logging
Timeline
CNA
Vista East Medical Center
04.2021 - 12.2021
CNA
Brightstar Healthcare Agency
04.2017 - 09.2017
CNA
Avantara
04.2017 - 10.2021
Inbound Call Center Representative
Camping World
09.2016 - 03.2017
CNA
Hillcrest Nursing & Rehabilitation Center
05.2013 - 04.2016
Cashier Team Lead
Rosatis
02.2012 - 12.2015
High School Diploma -
Lakes Community High School
College of Lake County
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