Edith Ortega
Los Angeles CA,CA
Summary
Dynamic Guest Service Team Leader with over 25 years of customer interaction experience at Living Spaces. Proven track record in enhancing customer satisfaction and loyalty through effective problem-solving and team management. Skilled in adjudicating warranty disputes and fostering collaboration across departments to resolve complex issues and drive business success.
Overview
29
29
years of professional experience
Work History
Guest Service Team Leader
Living Spaces
12.2016 - Current
- Led guest service initiatives to enhance customer satisfaction and loyalty.
- Trained and mentored team members on best practices in customer engagement.
- Resolved complex customer issues, ensuring timely follow-up and issue resolution.
- Resolved challenging customer complaints with empathy and professionalism, turning potentially negative experiences into opportunities for relationship building.
- Trained new team members on company policies, procedures, and best practices in guest services.
- Strengthened interdepartmental relationships by fostering open communication and collaborating with other departments to address guest concerns effectively.
- Adjudicate incoming Escalated warranty disputes.
Sales/Merchant/Team Leader
Sears and Robuck
09.1996 - 12.2016
- Developed and implemented strategic merchandising plans to enhance product visibility and sales performance.
- Collaborated with cross-functional teams to ensure alignment on promotional strategies and product launches.
- Trained and mentored junior staff on best practices for merchandising and customer engagement techniques.
- Evaluated sales data to inform strategic decision-making, enhancing overall business performance metrics.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Adapted quickly to changing market conditions, maintaining competitive pricing and product offerings.
- Maintained high level of store cleanliness and organization, ensuring pleasant shopping environment.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
James A. Garfield High School
Los Angeles, CA06-1997
Skills
- Over 25years Customer interaction
- 15years of Team management
- Problem-solving skills
- Customer service management
- 6years of adjudicating Warranty dispute disputes
- 6 years of adjudicating Special order disputes
- 9 years of supporting the routing/delivery teams
Accomplishments
- I was recognized as the top-performing team leader in 2022, based on the highest KPI metrics across my peer group.
- I played a key role in developing and enhancing the decision tree, a tool that significantly assisted agents in managing daily calls
- Supervised team of 10 staff members.
- For seven years, I have effectively resolved and adjudicated complex warranty disputes.
Languages
Spanish
Native or Bilingual
Timeline
Guest Service Team Leader
Living Spaces
12.2016 - Current
Sales/Merchant/Team Leader
Sears and Robuck
09.1996 - 12.2016
High School Diploma -
James A. Garfield High School