Summary
Overview
Work History
Education
Skills
Awards Recognitions
Location
Languages
Timeline
Generic

Victoria Ortiz

Tucson,Arizona

Summary

To obtain a position with our company. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

15
15
years of professional experience

Work History

CFT

Citibank
01.2024 - Current
  • 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.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
  • Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
  • Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
  • Enhanced department efficiency through regular training sessions on best practices for handling complex cases.
  • Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
  • Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.

Costco Customer Service Specialist (Spanish)

Citi Bank
09.2021 - Current
  • Payments, Update Account information, Fraud Claims, Card Replacement for lost/stolen, Online Account Enrollment, Balance Transfers, Lower interest rate, Payment Investigations

Retention Specialist

Citi Bank
01.2020 - 09.2021
  • Prevented closure of accounts, Upgrade/Converted Accounts, Informed customers of benefits of cards being offered

Collections Specialist

Citi Bank
04.2016 - 01.2020
  • Helped bring accounts current, Set up customers on Auto-Pay, Set up Payment plans, Update account information, Set up online Accounts

Customer Service Representative for Direct Energy

Apac Customer Service Inc.
05.2012 - 04.2016
  • Assist customers with all billing inquiries, Provide the correct account information to the customer, Answer escalated issues through email and by phone, Contract renewals and customer enrollments

Customer Service Representative for Verizon

Apac Customer Service Inc.
12.2009 - 05.2012
  • Provided usage summary, Assisted customers with making payments, Provided excellent customer service to each individual

Education

High School -

Santa Rita High School
Tucson, Arizona

GED -

Pima Community College
Tucson, Arizona
02.2015

Skills

  • Customer Service Skills
  • Business Math
  • Microsoft Office
  • Dual Screen
  • Multi-Task
  • Team Player
  • De-escalating
  • Database
  • Correspondence/Email
  • Telephone Etiquettes
  • Organizing Skills
  • Xerox/Fax/PBX
  • Office Procedures
  • Ten Key (100 KSPM)
  • Filing (Alpha-Numeric)
  • Green Initiatives

Awards Recognitions

  • 2016-Present, Customer Service Excellence Award every quarter, Citi Bank
  • 2017-2019, Number One Employee in the United States to enroll customers in Auto-Pay, Citi Bank
  • 2016-Present, Pay Bonus for meeting top tier, Citi Bank
  • January 2023 - Present Risk and Control (Compliance) Score 1.49
  • January 2023 - Present Client and Franchise (NPS) Score 1.63
  • January 2024-July 2024 : Have maintained a consistent sentiment score of 2.30 highest being 2.93
  • January 2024-July 2024: I have only had 2 compliance fails through this time period.

Location

Tucson, Arizona

Languages

Spanish
Native or Bilingual

Timeline

CFT

Citibank
01.2024 - Current

Costco Customer Service Specialist (Spanish)

Citi Bank
09.2021 - Current

Retention Specialist

Citi Bank
01.2020 - 09.2021

Collections Specialist

Citi Bank
04.2016 - 01.2020

Customer Service Representative for Direct Energy

Apac Customer Service Inc.
05.2012 - 04.2016

Customer Service Representative for Verizon

Apac Customer Service Inc.
12.2009 - 05.2012

High School -

Santa Rita High School

GED -

Pima Community College

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Victoria Ortiz