EUNICE ORTIZ
Holt,United States
Summary
Knowledgeable and dedicated professional with extensive experience in the customer service industry. Solid team player with an outgoing, positive demeanor with proven skills in establishing rapport with both colleagues and clients.
Overview
13
13
years of professional experience
Work History
Record Retention and File Specialist
Personnel World
Lansing, MI
01.2023 - Current
- Access and maintain highly sensitive confidential records, including employment and medical records.
- Ensure documents are redacted, scanned, and filed accordingly.
- Responsible for maintaining accurate personnel files both electronically and paper.
- Manage office documents while maintaining and supporting the document management program and records retention policy.
- Operate office equipment such as photocopier, scanner, PC, and fax.
- Perform data entry accuracy paying attention to detail
- Communicate in writing and orally with employees, management, other departments, and outside agencies.
- Enter and retrieve data from computerized, typed, and written sources.
Payment Plan Change Supervisor
Celink
Lansing, MI
06.2020 - 08.2022
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Led team that opened, routed and responded to incoming mail, emails, and phone calls from borrowers and clients.
Borrower Care Supervisor
Celink
02.2012 - 06.2020
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Resolved account issues to build rapport and relationships with clients.
- Coached employees through day-to-day work and complex problems.
- Prepared meeting rooms, participated in departmental and intra-departmental meetings, prepared agendas and recorded meeting minutes.
Borrower Care Representative
Celink
10.2011 - 02.2012
- Answered up to 100 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Updated and maintained information in customer accounts.
- Achieved and maintained departmental performance standards.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Associate P/C Customer Service Specialist
Farm Bureau Mutual Insurance Company of Michigan
Lansing, MI
06.2023 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Everett High School
Lansing, MI06.1997
Skills
- Professional with strong work ethic
- Multitasking and time management
- Critical thinking and problem solving
- Calm and professional under pressure
- Courteous with strong service mindset
- Efficient and detail-oriented
- Teamwork and collaboration
- Excellent oral and written communication skills
Languages
Spanish
Timeline
Associate P/C Customer Service Specialist
Farm Bureau Mutual Insurance Company of Michigan
06.2023 - Current
Record Retention and File Specialist
Personnel World
01.2023 - Current
Payment Plan Change Supervisor
Celink
06.2020 - 08.2022
Borrower Care Supervisor
Celink
02.2012 - 06.2020
Borrower Care Representative
Celink
10.2011 - 02.2012
High School Diploma -
Everett High School