Diego Ortiz
Santa Ana,CA
Summary
Dependable and professional with a proven track record of success in customer service, complemented by keen attention to detail and a proactive mindset. Committed to enhancing processes and workflows for the benefit of the team while consistently striving for operational excellence. Recognized for a strong work ethic and ability to excel at multitasking in fast-paced environments, ensuring high-quality service delivery and customer satisfaction. Eager to leverage skills and experience to contribute positively to organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Premier Service Consultant - Hybrid
AT&T
02.2025 - Current
- Monitored performance metrics, such as sales goals and call time efficiency
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Managed 30 plus calls daily, maintaining composure under pressure while providing exceptional service.
Information Central Representative
LBS Financial Credit Union
07.2023 - 01.2025
- Maintained detailed records of customer interactions and transactions with accurate documentation
- Ensured compliance with company policies when handling customer requests
- Educated members on financial products and services to enhance understanding.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Adhered to established standards for quality assurance purposes
- Processed loan applications and ensured compliance with credit union policies.
Loan Officer
National Auto Loan Network
04.2022 - 02.2023
- Meeting my 60 calls and have 3 hours of talk time daily quota to build clientele pipeline
- Sell dealership products such as GAP, Anti-Theft Service Warranties
- Answered customer inquiries involving rates, products and loan application status to provide quality
- Submitted applications to credit analysts for verification and recommendation
- Successfully closed average of 20 loans per month
Assistant Home Advisor
Better Mortgage
11.2021 - 04.2022
- Advised clients on market conditions, prices and legal requirements
- Facilitated closing processes between lender, mortgage companies, buyers and sellers
- Called prospective clients, drafted detailed Loan Estimate
- Breakdowns Team Member
Solution Specialist
Verizon
12.2017 - 11.2021
- Recommended new products and services to customers
- Answered customer questions about billing, account issues and upgrade possibilities
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings
- Conducted troubleshooting and diagnostic procedures on customer devices
Busser
Big Canyon Country Club
04.2019 - 11.2020
- Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons
- Transported dirty utensils, dishes and trays to kitchen to help team stay on top of cleaning
- Collected trash, wiped up spills and removed trays to maintain fresh and clean customer areas
Sales Associate
AT&T
04.2014 - 12.2017
- Handled inbound telephone calls from interested customers
- Used scripted sales strategies to converse with customers reached by manual dialing and automatic systems
Sales Associate
Macy's
10.2013 - 04.2014
- Gained knowledge on footwear items and demonstrated enthusiasm and belief for product and company philosophy
- Seated customer to measure feet and properly fit with correct size shoes
- Maintained shoe department by organizing shoes by size, color and style
- Recommended, selected and helped locate or obtain merchandise based on customer needs and desires
- Placed special orders or called other stores to find desired items for customers
- Engaged customers in discussion to identify needs and budget
Education
Associates Degree - Business
Orange Coast College
Costa Mesa, CA01-2017
Associate of Science -
Godinez Fundamental High School
Santa Ana01-2013
Skills
- Sales and upselling
- Active listening
- Ability to multitask
- Bilingual
- Complaint resolution
- Written and oral communication
- Strong work ethic
Certification
State Food Safety Course
Languages
Spanish
Native or Bilingual
Timeline
Premier Service Consultant - Hybrid
AT&T
02.2025 - Current
Information Central Representative
LBS Financial Credit Union
07.2023 - 01.2025
Loan Officer
National Auto Loan Network
04.2022 - 02.2023
Assistant Home Advisor
Better Mortgage
11.2021 - 04.2022
Busser
Big Canyon Country Club
04.2019 - 11.2020
Solution Specialist
Verizon
12.2017 - 11.2021
Sales Associate
AT&T
04.2014 - 12.2017
Sales Associate
Macy's
10.2013 - 04.2014
Associates Degree - Business
Orange Coast College
Associate of Science -
Godinez Fundamental High School