Summary
Overview
Work History
Education
Skills
Timeline
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Genesis Ortiz

San Antonio,TX

Summary

Accomplished in enhancing customer satisfaction and team productivity, my tenure at Conduent (Novo Nordisk) underscored my expertise in HIPAA compliance and patient confidentiality, alongside my adeptness in leadership and problem-solving. Leveraging skills in healthcare industry understanding and I consistently exceeded performance goals, fostering a positive and efficient work environment. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

4
4
years of professional experience

Work History

Healthcare Customer Service Representative

Conduent ( Novo Nordisk )
01.2024 - Current
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Supported administrative staff with data entry tasks, ensuring accuracy in record-keeping systems.

Team Leader

Walmart
06.2023 - 01.2024
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.

Team Leader

Burlington
08.2021 - 09.2022
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.

Prestige Sales Advisor

Ulta Beauty Inc.
10.2020 - 03.2021
  • Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
  • Increased sales by establishing rapport with customers and identifying their needs.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Collaborated with team members to achieve monthly sales targets and consistently exceed performance goals.
  • Stayed current on industry trends, new products, and emerging technologies for continuous professional development.
  • Completed timely and accurate resets based on seasonal demands and special promotional requirements.
  • Assisted in inventory management, ensuring accurate stock levels and timely replenishment of popular products.

Education

Associate of Science - Nursing

Northwest Vista College
San Antonio, TX
2025

High School Diploma -

Sa Leadership Academy
San Antonio, TX
03.2020

Skills

  • Insurance Verification
  • Medical terminology knowledge
  • Patient confidentiality
  • Call center experience
  • Healthcare industry understanding
  • Data entry proficiency
  • HIPAA Compliance
  • Multitasking and Organization
  • Customer Service
  • Problem-Solving
  • Team Leadership
  • Teamwork and Collaboration
  • Microsoft Outlook, Word, and Excel

Timeline

Healthcare Customer Service Representative

Conduent ( Novo Nordisk )
01.2024 - Current

Team Leader

Walmart
06.2023 - 01.2024

Team Leader

Burlington
08.2021 - 09.2022

Prestige Sales Advisor

Ulta Beauty Inc.
10.2020 - 03.2021

Associate of Science - Nursing

Northwest Vista College

High School Diploma -

Sa Leadership Academy

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Genesis Ortiz