Edward Ortiz Jr.,MSDM

Provide consulting services in digital media, marketing, and public relations.
Successfully guided a digital media consulting project for a startup, resulting in a 40% increase in brand awareness and a 20% growth in online engagement within three months.
Progressed and implemented a comprehensive brand imaging strategy for a client resulting in a 40 percent increase in customer recognition and a 20% boost in enrollment conversions.
Conducted SEO optimization techniques for a client’s website, resulting in a 25% increase in organic website traffic and significant improvement in search engine rankings.

• ● Drove a 30% lift in brand patient awareness of new programs and services.
  ● Achieved a 30% increase in engagement and response rate.
  ● Reached a 90% average in quality through quality training and development.
  ● Netted a 30% decrease in membership support calls and slashed average wait time by implementing self-service features AI chatbots, IVR call routing options, and a call-back feature.
  ● Cut call center performance by 45 seconds average speed to answer to 30 seconds.
  ● Secured a 10% reduction in the number of complaints per month.
  ● Maintained 80% service level by generating a staffing plan that improved coverage.
  ● Enhanced user experience through quality testing to ensure error-free campaign execution.
  ● Audited social media platforms for interactions with customers and inquiry responses.
  ● Provided strategic direction, guidance, and thinking to create plans to meet departmental goals.
  ● Improved workforce utilization, scheduling, and forecasting through reports analysis.
  ● Elevated the patient experience by overseeing and tracking provider grievances.
  ● Led branding campaigns and event marketing initiatives in print, video, web, and social media.
  ● Streamlined operations by automating client correspondence, record tracking, and data communications, resulting in greater visibility and insights.
  ● Delivered superior customer experience by analyzing trends and performance data.
  ● Boosted market brand awareness through the development of creative communication.
  ● Drove successful product launches by developing targeted media strategies that increased public visibility and fostered customer engagement.
  ● Developed and integrated consumer engagement strategies.
  ● Directed service standards for responding to member inquiries and complaints.
  ● Lifted service levels while reducing costs by developing and maintaining call center strategies.
  ● Established KPI specifications for call center reporting and metrics tracking.
  ● Collaborated with marketing, PR, provider services, product development teams, and customer service to execute consistent messaging to patients.
  ● Promoted delivery of outstanding healthcare services to a previously underserved population by developing and building up targeted teams.
• Demonstrated leadership skills in managing projects from concept to completion.

• ● Maintained service levels of +85% by utilizing workforce management skills to streamline operations, monitor queues, and refine internal processes.
  ● Maintained an average handle time of 7 minutes and reduced hold times to 1 minute by spearheading the implementation of bi-weekly training.
  ● Ran operations, and tracked performance to lead and assist a team of agents in meeting goals.
  ● Developed and executed contact strategies used across the contact center/call center.
  ● Improved end-to-end processes for claims and provider services satisfaction ratings.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Applied effective time management techniques to meet tight deadlines.

• ● Netted a 20% increase in community event attendance via targeted communication strategies.
  ● Achieved a 20% lift in membership by developing strategies for direct marketing and social media engagement targeting the managed care membership base.
  ● Increased 1-call resolution by 10% due to monitoring/auditing calls, delivering training and mentorship to staff, and fostering high-quality performance.
  ● Maintained a service level of 90% through a new management system that monitored performance, utilized WFM solutions, and ensured appropriate call center coverage.
  ● Fueled a 20% increase in membership retention by identifying opportunities in defects to gain new membership insights and implement process improvements.
  ● Collaborated with Agile teams to track progress across major KPIs and enact improvement.