Iesha Ortiz
Española
Summary
Results-driven Fulfillment Lead with a strong background in customer service and operational efficiency. Expertise in team collaboration, communication, conflict resolution and adaptability. Consistently exceeding performance metrics and contributing to improved service delivery and customer loyalty.
Overview
8
8
years of professional experience
Work History
Fulfillment Lead
Lowes Home Improvment
Española, NM
06.2023 - 07.2026
- Supervised daily fulfillment operations to ensure timely order processing and shipment accuracy.
- Resolved customer inquiries efficiently through phone, email, and chat support.
- Managed customer accounts, ensuring accurate information and timely updates.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Developed and maintained comprehensive knowledge of products and services.
- Trained new staff on best practices for customer interaction and issue resolution.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of all shipments, utilizing advanced database software systems for accurate reporting purposes.
- Regularly communicated with customers regarding shipment updates and anticipated arrival times, fostering positive relationships built on trust and transparency.
- Consulted with customers about delivery and order preparation requests.
- Scheduled deliveries, monitored progress and communicated updates to customers.
- Improved delivery efficiency by optimizing routing and scheduling processes.
Guest Service Representative
Santa Claran Hotel & Casino
Española, NM
02.2018 - 03.2020
- Provided exceptional guest service, ensuring a welcoming atmosphere for all visitors.
- Assisted guests with inquiries and resolved issues promptly to enhance satisfaction.
- Collaborated with team members to maintain operational flow during peak hours.
- Trained new staff on procedures and customer service standards to uphold quality.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Delivered exceptional customer service in fast-paced dining environment.
- Oversaw daily operations, ensuring seamless workflow and timely service delivery.
- Enhanced guest experiences by proactively addressing needs and resolving issues.
- Implemented process improvements to increase efficiency during peak hours.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Contributed to inventory management by monitoring stock levels.
- Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
- Enhanced team efficiency, collaborating effectively in high-pressure settings.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
Education
High School Diploma -
Los Alamos High School
Los Alamos, NMSkills
- Inventory monitoring
- Time management
- Team collaboration
- Workload prioritization
- Space utilization
- Workplace organization
- Teamwork and collaboration
- Quick learner
- Attention to detail
- Problem-solving abilities
- Multitasking
- Motivated team player
- Excellent communication
- Critical thinking
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Recordkeeping and documentation
- Exceptional time management skills
- Self motivation
- Interpersonal skills
- Analytical thinking
Accomplishments
- Collaborated with a third-party delivery team on our stores delivery routing and scheduling leading to a higher success delivery rate.
- Organized a whole department to be at a lower order ratio to fulfill customers orders efficiently and in a timely manner, leading to lower returns and cancellations.
- Collaborated with the receiving team on deliveries, reschedules, exchanges, which led to a well organized system, good communication between associates and customers, leading to a higher customer satisfaction rate.
Timeline
Fulfillment Lead
Lowes Home Improvment
06.2023 - 07.2026
Guest Service Representative
Santa Claran Hotel & Casino
02.2018 - 03.2020
High School Diploma -
Los Alamos High School