Jennifer Ortiz
Chambersburg,PA
Summary
Customer Support Specialist experienced in enhancing customer satisfaction through effective communication and timely issue resolution. Managed high volumes of inbound calls while fostering positive customer relationships. Leveraged skills with CRM systems and active listening to drive customer loyalty and contribute to overall company success.
Overview
27
27
years of professional experience
Work History
Customer Support Specialist
Negley’s Water and Well Drilling INC
Chambersburg, PA
03.2017 - Current
- Manage customer inquiries through phone, email, and online chat platforms.
- Respond to customer emails and phone calls promptly, courteously, and professionally.
- Maintain accurate records of customer interactions and service requests.
- Deliver fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provide expert support to customers regarding water drilling and well services.
- Assist clients in understanding service options and pricing structures.
- Educate customers on well maintenance and water quality standards.
- Inform customers about billing procedures, process payments, and provide payment option setup assistance.
- Ensure customer satisfaction through effective communication skills and problem resolution techniques.
- Perform needs analysis and present options based on findings to help customers make decisions.
- Provide technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Consult with customers regarding needs and addressed concerns.
- Train new staff on customer support protocols and company policies.
- Prioritize workloads to meet customer needs and maintain established deadlines in a fast-paced environment.
- Maintain composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Complete Invoices for all Residential Customers
- Answered customer calls for water well drilling and pump service requests.
- Provide Emergency On Call Assistance
Assistant Dietary Manager
Menno Haven Retirement Communities
Chambersburg, PA
02.2008 - 09.2018
- Coordinated food service operations for daily meal preparation.
- Managed inventory to ensure adequate supply of food items.
- Trained staff on food safety and sanitation practices.
- Oversaw dining room setup and resident meal service logistics.
- Ensured that all meals were prepared in accordance with established recipes and specifications.
- Collaborated with healthcare team to address dietary restrictions.
- Monitored compliance with health regulations in food service areas.
- Provided direction and supervision to dietary staff in order to ensure efficient operations.
- Assisted in menu planning to meet dietary needs of residents.
- Assisted in the development of menus according to nutritional guidelines, food preferences, budgets and schedules.
- Developed training programs for new employees related to proper food handling techniques and procedures.
- Evaluated kitchen staff performance and provided feedback as needed to improve job performance.
- Inspected incoming shipments of food products verifying quantities against invoices prior to acceptance.
- Ordered necessary food items from approved vendors while adhering to budgetary constraints.
- Resolved any conflicts between kitchen staff members in a timely manner utilizing effective problem-solving skills.
- Provided excellent customer service by taking and fulfilling orders efficiently.
- Managed cash register, processed payments, and handled daily cash reconciliation.
- Restocked supplies and inventory to ensure availability of products for customers.
- Collaborated with team members to ensure smooth daily operations during peak hours.
- Implemented best practices for food safety and hygiene standards in the café setting.
- Cleaned work areas, equipment, utensils, dishes, and silverware.
- Operated cash registers and credit card machines for transactions.
- Sanitized work surfaces on a regular basis using approved cleaning solutions.
- Assisted in the preparation of pastries such as cakes, cookies, muffins.
- Stocked shelves with fresh merchandise on a regular basis.
- Assisted in training new employees on proper operational procedures.
Assistant Manager
Subway- J&L Gas Inc
Columbia, MD
02.2000 - 05.2003
- Scheduled team of 10-12 for shifts, managed cash drops, trained staff, and oversaw cash register, sandwich line, and food prep operations.
- Resolved customer issues with knowledgeable and friendly service to enhance satisfaction and loyalty.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed orders and inventory to ensure stock availability.
- Managed inventory and supplies to maintain stock availability for seamless operations.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Collaborated with vendors to secure necessary materials and services.
- Responded to customer issues to provide immediate resolution and improve retention.
- Coordinated catering services for various functions
Education
Baltimore Polytechnic Institute
Baltimore , MdSkills
- Customer support
- Payment processing
- Call center experience
- Accounts management
- Invoice reconciliation
- Financial reporting
- Staff training
- Time management
- Multitasking
- Problem solving
References
References available upon request.
Timeline
Customer Support Specialist
Negley’s Water and Well Drilling INC
03.2017 - Current
Assistant Dietary Manager
Menno Haven Retirement Communities
02.2008 - 09.2018
Assistant Manager
Subway- J&L Gas Inc
02.2000 - 05.2003
Baltimore Polytechnic Institute