Arthur Ortiz
Kissimmee,FL
Summary
Dedicated to Account Management, successful at handling numerous clients and difficult individuals. Focused on various customer needs with a history of achieving and exceeding expectations.
Bilingual, flexible, hard worker, adaptable to constant changing environment and results driven. Bringing 30 plus years of experience in communication with customers and peers. Ready to learn and contribute to team success.
Overview
36
36
years of professional experience
Work History
Account Manager-Bilingual
JPMorgan Chase
Heathrow, FL
04.2016 - Current
- Notify customers of delinquent accounts with attempt to collect outstanding amounts.
- Remain calm, stay professional and provide exceptional service on calls, even when interacting with difficult individuals.
- Process payments over the phone, post payments to appropriate customer accounts and set up recurring drafts.
- Record and update customer personal accounts with accurate contact information.
- Meet demands of busy collections group by performing high volume of daily calls.
Bilingual Business Collection Specialist
JPMorgan Chase
Heathrow, FL
- Assisted team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge.
Escalation Specialty Solutions Group
JPMorgan Chase
Heathrow, FL
- Displayed strong telephone etiquette, effectively handling difficult calls with exceptional professionalism
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Maintained up-to-date knowledge of bank policies regarding payments in order to provide speedy and accurate service to each card member.
- Served card members needs including, collecting payments and handling customer service issues.
- Interacted with Attorneys representing card members accounts.
Cable Installation Service Technician
Time Warner Communications
New York, NY
11.1988 - 12.2015
- Installed, upgraded and provided troubleshooting services for physical cable TV, internet, telephone and alarm system equipment.
- Installed outlets, drops, converters, modems and digital terminals.
- Performed troubleshooting by inspecting equipment and measuring signals to identify issues.
- Taught customers basic use of equipment based on service package and answered questions.
- Completed upgrades, downgrades and wiring for businesses as well as single and multi-family residences.
- Managed service records and reports, completing paperwork regarding work order status and customer satisfaction to maintain performance effectiveness.
- Managed quality control and addressed escalated customer complaints while adhering company compliance and maintaining customer satisfaction.
Skills
- Cross-functional collaboration
- Excellent negotiating and collecting tactics
- Data analytics
- Customer relations
- Call Center Operations
- Courteous Demeanor
Languages
Spanish
Professional
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Recognized for outstanding performance and team contributions.
- Adhered to company and banking compliance, policies and regulations.
- Promoted from quality control to escalated customer service in less than 12-months.
- Recognized for outstanding performance and team contributions when needed.
Timeline
Account Manager-Bilingual
JPMorgan Chase
04.2016 - Current
Cable Installation Service Technician
Time Warner Communications
11.1988 - 12.2015
Bilingual Business Collection Specialist
JPMorgan Chase
Escalation Specialty Solutions Group
JPMorgan Chase