Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline

Faviola Ortega

Spring Valley,CA

Summary

Dynamic and results-oriented professional with a proven track record at Amazon and The Home Depot, excelling in customer service and problem-solving. Leveraged exceptional communication and computer skills to enhance customer satisfaction and streamline operations. Known for a positive attitude and teamwork, consistently achieving and surpassing goals. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

6
6
years of professional experience

Work History

Amnesty Floor Monitor

Amazon
01.2022 - 03.2024
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Service Desk Representative

The Home Depot
01.2018 - 01.2020
  • Implemented proactive measures to prevent recurring issues, analyzing trends and patterns in service desk tickets.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Enforced policies and procedures to increase efficiency.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Enhanced customer satisfaction by addressing and resolving service desk tickets in a timely manner.
  • Delivered exceptional customer support through clear communication, active listening, and empathy while navigating challenging situations.
  • Contributed to the development of a robust knowledge base, authoring articles on common issues and solutions for quick reference by colleagues.
  • Maintained comprehensive documentation of service desk requests, assisting in future troubleshooting and training efforts.

Education

No Degree - Computer Science

Grossmont College, El Cajon, CA
08-2026
  • Professional Development: Currently pursuing certifications for A+, Network+, and Security+ certifications through CompTIA

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Problem resolution
  • Multitasking Abilities
  • Flexible and adaptable

Accomplishments

  • Achieved 4.0 GPA Presidents list with accuracy and efficiency.

Languages

Spanish
Full Professional

Timeline

Amnesty Floor Monitor - Amazon
01.2022 - 03.2024
Service Desk Representative - The Home Depot
01.2018 - 01.2020
Grossmont College - No Degree, Computer Science

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Faviola Ortega