Jessica Ortega
Pine Castle,FL
Summary
Results-driven Store Manager with over 11 years in retail and 20 years in leadership and customer service. Expertise in team leadership, employee training, inventory management, and loss prevention. Proven ability to maintain operational standards, achieve sales goals, and resolve customer concerns in fast-paced environments, complemented by 7 years of experience in insurance and healthcare.
Overview
23
23
years of professional experience
Work History
Patient Financial Counselor II
WINNIE PALMER HOSPITAL FOR WOMEN & BABIES
Orlando, Florida
12.2024 - Current
- Assisted patients with check-in for scheduled Cesarean sections, inductions, surgeries, and outpatient procedures.
- Verified patient demographics, insurance coverage, benefits, and authorization requirements to ensure billing accuracy.
- Reviewed procedure cost estimates and explain patient financial responsibility, including deductibles, copays, and coinsurance.
- Counseled patients on payment options and available financial assistance programs.
- Processed payments and complete financial assistance documentation accurately and according to established guidelines.
- Worked with patients and internal departments to resolve questions and issues.
- Maintained compliance with HIPAA, hospital policies, and insurance regulations while providing professional customer service.
Senior Customer Service Representative
TRAVELERS INSURANCE GROUP HOLDINGS
Orlando, Florida
06.2017 - 12.2024
- Handled a high volume of inbound calls from personal and commercial insurance customers.
- Assisted customers with policy coverage, benefits, eligibility, claims, billing questions, and payments.
- Initiated and managed insurance claims involving auto accidents, property damage, and workers’ compensation.
- Coordinated towing and temporary housing services for customers during the claims process.
- Resolved billing and customer service issues while maintaining accuracy and efficiency.
- Documented customer interactions in company systems and followed state regulations and company policies.
- Provided professional and empathetic service to customers dealing with stressful and time-sensitive situations.
Store Manager
LIDS & LOCKER ROOM BY LIDS
Orlando
01.2006 - 05.2017
- Managed the day-to-day operations of the store, including sales, customer service, staffing, inventory, cash handling, and overall store performance.
- Recruited, trained, coached, and supervised employees to maintain strong customer service and performance standards.
- Created weekly employee schedules and managed staffing needs based on business demands.
- Handled opening and closing procedures, cash management, reconciliation, and daily financial responsibilities.
- Maintained inventory through cycle counts, audits, transfers, receiving, ordering, and shrinkage control.
- Oversaw loss prevention efforts and worked to maintain accurate inventory and cash records.
- Managed merchandising and product presentation to maintain company standards and support sales.
- Monitored sales performance and worked with employees to meet store goals.
- Addressed customer concerns and handled escalated situations professionally.
- Ensured employees followed company policies, procedures, and customer service expectations.
- Maintained a clean, organized, and customer-friendly store environment.
- Helped develop employees through hands-on training, coaching, and daily leadership.
Store Manager
Icing By Claire's
Paramus, New Jersey
03.2004 - 01.2006
- Managed daily store operations while maintaining company standards for sales, customer service, and store presentation.
- Monitored sales performance and adjusted store strategies to work toward sales goals.
- Trained and supervised team members to provide consistent customer service.
- Created weekly schedules and managed daily staffing needs.
- Implemented visual merchandising strategies to improve product presentation.
- Managed inventory levels and completed cycle counts, audits, and shrinkage control.
- Executed opening and closing procedures for store operations. and daily cash responsibilities.
- Resolved customer questions and complaints in a timely and professional manner.
- Maintained compliance with company policies and operational procedures.
Education
High School Diploma -
George Stone Technical School
Pensacola, FLSkills
- Customer Service
- Problem Solving
- Conflict Resolution
- Audits & Compliance
- Sales & Performance Goals
- Cash Handling & Reconciliation
- Inventory Management
- Shrink management
- Store Management & Daily Operations
- Merchandising & Product Presentation
- Opening & Closing Procedures
- Scheduling & Staff Management
- Hiring, Training & Supervision
- Team Leadership & Employee Development
- Communication
- Accountability & Teamwork
Timeline
Patient Financial Counselor II
WINNIE PALMER HOSPITAL FOR WOMEN & BABIES
12.2024 - Current
Senior Customer Service Representative
TRAVELERS INSURANCE GROUP HOLDINGS
06.2017 - 12.2024
Store Manager
LIDS & LOCKER ROOM BY LIDS
01.2006 - 05.2017
Store Manager
Icing By Claire's
03.2004 - 01.2006
High School Diploma -
George Stone Technical School