Esperanza Ortiz
Layton,UT
Summary
Friendly and efficient professional devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
22
22
years of professional experience
Work History
Customer Service Associate
Zions Bank
Centerville , Utah
2021.06 - Current
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Maintained knowledge of current sales promotions and new product releases.
- Developed relationships with key clients through regular contact and follow-up communication.
- Greeted customers and identified their needs.
- Resolved customer inquiries in a timely manner.
- Provided information about products and services available to customers.
- Suggested product solutions based on individual customer needs.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Responded to customer inquiries via phone, email and chat.
- Answered phone calls from customers promptly and courteously.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Followed policies and procedures to meet or exceed established performance requirements.
Assistant Director-Sales Department
MetroPlus Health Plan
New York , NY
2002.11 - 2021.02
- Monitored staff performance, provided feedback and conducted annual reviews.
- Developed and managed a team of 10 employees to ensure efficient operations of the organization.
- Maintained close relationships with key stakeholders while managing expectations.
- Oversaw employee relations issues such as grievances, disciplinary actions and terminations.
- Conducted training sessions on new processes or products for internal staff members.
- Assisted in developing strategic plans to meet organizational goals and objectives.
- Coordinated financial activities, budgeting and forecasting for assigned departments.
- Coordinated activities between departments to ensure timely completion of projects within budget constraints.
- Implemented policies and procedures to ensure compliance with federal, state and local laws.
- Collaborated with other departments to improve interdepartmental communication.
- Collaborated with marketing teams on campaigns aimed at increasing brand awareness.
- Developed protocols for handling confidential information within the organization.
- Created and maintained reports on operational performance metrics.
- Prepared reports and presentations for executive leadership review.
Education
Associate of Arts - Business Administration
Universidad Autonoma De Santo Domings
Dominican Republic1995-01
Skills
- Inbound and Outbound Calling
- Regulatory Compliance
- Customer Support
- Appointment Scheduling
- Point of sale systems
- MS Office proficiency
- Complaint Handling
- Customer Service
- Guest Services
- Customer Complaint Resolution
Languages
English
Professional
Spanish
Professional
Timeline
Customer Service Associate
Zions Bank
2021.06 - Current
Assistant Director-Sales Department
MetroPlus Health Plan
2002.11 - 2021.02
Associate of Arts - Business Administration
Universidad Autonoma De Santo Domings
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