G. Robert ORTIZ
LAS VEGAS
Summary
Highly motivated, professional, and innovative individual with 16 years of management and effective leadership experience. Proven ability to exceed performance expectations while placing emphasis on maintaining a high level of quality. Excels at providing employee recognition to reinforce positive behaviors and results, as well as identifying and developing strategies that focus on areas of opportunities to drive team performance that meets and exceeds company goals.
Overview
27
27
years of professional experience
Work History
Delivery Driver
The Just One Project
Las Vegas
12.2024 - Current
- Assist warehouse personnel in packing orders when necessary.
- Load and unload vehicles at the distribution center and delivery address.
- Manage inventory levels during deliveries by verifying load counts against shipping manifests.
- Deliver goods promptly while adhering to speed limits, and other traffic regulations.
- Contact customers prior to delivery to coordinate delivery times.
- Communicate frequently with dispatch to relay route changes and delays impacting customer delivery timetables.
- Determine optimal routes based on GPS application information and knowledge of local routes.
- Provide excellent customer service by answering inquiries about products or services being delivered.
Service Supervisor
DH Pace
Las Vegas
09.2022 - 10.2024
- Supervised team of employees and delegated duties and responsibilities to each member.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Monitored daily performance of team members to ensure compliance with company standards.
- Established clear expectations for employees in terms of job duties and responsibilities.
- Conducted monthly meetings with team members to discuss goals and objectives.
- Maintained comprehensive records of employee attendance, performance reviews, and disciplinary actions taken.
- Recruited, interviewed, and selected employees to fill vacant roles.
- Built strong relationships with customers through effective communication skills.
- Answered inbound calls, chats, and emails to facilitate customer service.
- Coordinated with other departments to resolve customer complaints promptly and effectively.
- Provided guidance on best practices related to customer service processes.
- Ensured all equipment was maintained in safe working order by performing regular maintenance checks.
- Performed regular inspections of work areas to identify potential safety hazards.
Warehouse Associate/Delivery Driver
Walker Furniture
Las Vegas
10.2019 - 09.2022
- Certified lift driver
- Received deliveries, scanned packages, and updated orders in an internal database.
- Processed requests and supply orders and pulled materials to successfully prepare orders.
- Used digital database to keep records of units and stock moved.
- Protected items by wrapping in cling film, padded moving blankets and tape.
- Loaded trucks and safely secured merchandise to prevent damage during transportation.
- Inspected returned merchandise for damage or defect before restocking shelves or returning it back to suppliers and vendors.
- Checked loads against shipping papers to verify contents and identify special handling requirements.
- Fostered positive working relationships with internal staff members while providing superior customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Rideshare Driver; Self-employed
Lyft
Las Vegas
09.2017 - 07.2019
- Successfully completed 9,500+ rides
- Exhibited excellent customer service skills and maintained a 5-star driving rating
- Safely and efficiently provided passenger transportation
- Performed weekly revenue, mileage, and expense tracking
- Kept a clean and presentable vehicle
Warehouse Associate; Temporary Assignment
Firestone
Las Vegas
03.2017 - 08.2017
- Receive, unload and place incoming inventory items appropriately
- Inspect products for defects and damages
- Process, package and ship orders accurately
- Organize stocks and maintain inventory
- Contribute ideas on ways to improve or optimize warehousing procedures
Sr. Call Center Engineering Analyst
Capital One/ HSBC / Household International
Las Vegas
11.2006 - 12.2013
- Company Overview: Through a series of acquisitions, the entities for which I have worked after initially being employed by Household International were HSBC and Capital One
- Provide project management support for voice telecom initiatives involving VRU/IVR, dialer, call recording, workforce management, and call routing development and deployment
- Act as a liaison between the business and the telecom teams to provide prioritization and oversight to voice initiatives for North America, managing the project process and tracking project deliverables
- Collaborate with the business and telecom teams to research and further outline project request to ensure business requirements are clearly defined
- Organize post production audits to ensure requested changes are working as designed and confirm that a BAU status has been reached
- Through a series of acquisitions, the entities for which I have worked after initially being employed by Household International were HSBC and Capital One
Sr. Retention Manager
Capital One/ HSBC / Household International
Las Vegas
06.2005 - 11.2006
- Coach and develop team to mitigate losses by offering viable payment solutions to customers to resolve delinquency
- Perform monthly quality monitor evaluations and provide coaching to ensure agent adherence to policy and procedures
- Review and analyze team performance reports to identify areas of opportunity and implement initiatives to drive improved results
- Participate in weekly quality calibration sessions
- Ensure proper phone coverage to meet service level standards
- Assist with escalated cardmember issues
Operations Sales Manager
Capital One/ HSBC / Household International
Salinas
09.2003 - 06.2005
- Responsible for the site sales performance of 160+ Customer Care agents
- Communicate and manage to established revenue goals
- Prepare and provide site sales performance updates
- Monitor calls on a weekly basis to ensure associates are clearly, fully, and accurately conveying product features and benefits when making sales offers
- Conduct sales basics training to new hire classes
- Develop sales strategies and conduct on-going training initiatives
- Develop short-term ad hoc incentive programs
Sr. Customer Care Manager
Capital One/ HSBC / Household International
Salinas
04.2003 - 09.2003
- Coordinated the integration of 20 Fraud associates to Care
- Assisted with the development and implementation of the front-end Toolbar dispute process
- Assisted with the development and implementation of Simplify sales scripts
- Assisted with the development and implementation of the sales offer strategy
- Coach and develop a team of 11 testers
Customer Care Manager
Capital One/ HSBC / Household International
Salinas
01.2001 - 04.2003
- Coach and develop team in the areas of service and sales
- Perform monthly quality monitor evaluations and provide coaching to ensure agent adherence to policy and procedures
- Review and analyze team performance reports to identify areas of opportunity and implement initiatives to drive improved results
- Participate in weekly quality calibration sessions
- Develop sales strategies and contribute to site revenue goals
- Ensure proper phone coverage to meet service level standards
- Assist with escalated cardmember issues
Retention Manager
Capital One/ HSBC / Household International
Salinas
12.1999 - 01.2001
- Coach and develop team to reinforce portfolio benefits during closure requests
- Host Enhancement Services and Marketing monitor sessions
- Review and analyze team performance reports to identify areas of opportunity and implement initiatives to drive improved results
- Manage to Household Insurance Group program save rate and Account Secure program down sell efforts
- Perform quality audits
Sr. Fraud Investigator
Capital One/ HSBC / Household International
Salinas
06.1998 - 12.1999
- Track accounts statused out of the Focus dialer
- Work with merchants and law enforcement to apprehend fraud suspects at point of sale
- Contact cardmembers to verify potential fraudulent activity
- Coordinate team meetings
- Supervise adherence to work schedules
Education
Specialist Diploma - Computer Business Administration
Heald College, School of Business
Salinas, CA04.1997
General Education Diploma -
Salinas Adult School
Salinas, CA11.1993
Skills
- Operations Sales Management and Training
- Dispatch Management
- Process Improvement
- Call Center Management
- Inventory Management
- Analytics
- Project Management
- Direct Sales and Retention
- Service Escalation Handling and Resolution
Timeline
Delivery Driver
The Just One Project
12.2024 - Current
Service Supervisor
DH Pace
09.2022 - 10.2024
Warehouse Associate/Delivery Driver
Walker Furniture
10.2019 - 09.2022
Rideshare Driver; Self-employed
Lyft
09.2017 - 07.2019
Warehouse Associate; Temporary Assignment
Firestone
03.2017 - 08.2017
Sr. Call Center Engineering Analyst
Capital One/ HSBC / Household International
11.2006 - 12.2013
Sr. Retention Manager
Capital One/ HSBC / Household International
06.2005 - 11.2006
Operations Sales Manager
Capital One/ HSBC / Household International
09.2003 - 06.2005
Sr. Customer Care Manager
Capital One/ HSBC / Household International
04.2003 - 09.2003
Customer Care Manager
Capital One/ HSBC / Household International
01.2001 - 04.2003
Retention Manager
Capital One/ HSBC / Household International
12.1999 - 01.2001
Sr. Fraud Investigator
Capital One/ HSBC / Household International
06.1998 - 12.1999
Specialist Diploma - Computer Business Administration
Heald College, School of Business
General Education Diploma -
Salinas Adult School