Jennifer Ortiz
Otsego,MN
Summary
Accomplished Lead Customer Service Representative at Voya Financial, adept in complaint resolution and escalation management. Excelled in enhancing customer satisfaction, leading to significant reductions in escalations. Skilled in MS Office, showcasing exceptional multitasking and interpersonal communication. Professional with solid background in customer service, ready for Management role. Strong communication and conflict resolution skills with personable and approachable demeanor. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships within the scope of Voluntary Employee benefits.
Overview
22
22
years of professional experience
Work History
Lead Customer Service Representative
Voya Financial
02.2017 - Current
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Mentored and encouraged new team members to strengthen performance and job expertise.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Engaged clients over phone to answer questions and address complaints.
- Enhanced team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Reviewed associate performance to identify training needs.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
Customer Service Sales Representative
State Farm Insurance Inc
04.2003 - 02.2017
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Streamlined returns process, reducing wait times and improving customer experience.
- Customized sales pitches to match customer needs, leading to higher conversion rates.
- Negotiated solutions in challenging situations to retain customer loyalty.
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
Education
No Degree - Sociology
University of Wisconsin, River Falls
River Falls, WISkills
- Team member training
- Customer complaint resolution
- Escalation management
- Willingness to lead
- MS office applications
- Complaint resolution
- Multitasking and organization
- Interpersonal communication
- Team training and leadership
- Teamwork and collaboration
- Problem resolution
Timeline
Lead Customer Service Representative
Voya Financial
02.2017 - Current
Customer Service Sales Representative
State Farm Insurance Inc
04.2003 - 02.2017
No Degree - Sociology
University of Wisconsin, River Falls
Similar Profiles
Michael SmithMichael Smith
Vice President/Product Director at Voya Financial/ING/Aetna Financial ServicesVice President/Product Director at Voya Financial/ING/Aetna Financial Services
Shamar KynardShamar Kynard
Senior Sourcing Manager at Voya FinancialSenior Sourcing Manager at Voya Financial
William ShropshireWilliam Shropshire
Senior Financial Control Analyst at VOYA FINANCIALSenior Financial Control Analyst at VOYA FINANCIAL