JOHN ORTIZ
Clermont,FL
Summary
Leadership - oriented management and supervision roles. Demonstrated ability to perform and excell in stressful environments. Skilled at learning and applying new job based information. Over 5 years of experience in customer service. Self motivated, proactive and confident in making team based and independent decisions. Fluent in English and Spanish.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CRM Supervisor
Progressive Insurance
08.2023 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Conducted training and mentored bi-lingual team members to promote productivity and commitment to friendly service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and bi-lingual employee productivity.
- Created customer support strategies to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed new employees in both English and Spanish and on-going performance assessment of current bi-lingual employees.
- Established performance and service goals and held associates accountable for individual performance.
- Developed and implemented standards for staff to provide consistent service to customers.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
Insurance Agent
Progressive Insurance
12.2022 - 08.2023
- Maintained high standards of customer service by building relationships with Spanish speaking clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Obtained underwriting approval by completing application for coverage.
- Upsold additional products and services after identifying customer needs and requirements.
- Explained advantages, features and disadvantages of various policies in both English and Spanish to promote sale of plans, boosting overall sales [Number]%.
Toll Service Supervisor
Shimmick Construction Company
01.2022 - 05.2022
- Assisted with training and development of team members.
- Handled customer complaints and inquiries.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Monitored team's performance and gave feedback when necessary.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Interceded between employees during arguments and diffused tense situations.
Acting Toll Supervisor
Shimmick Construction Company
05.2021 - 01.2022
- Assisted with training and development of team members.
- Provided detailed reports back to team members on opportunities for growth and improvement, and also gave positive feedback on areas where they excelled.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Responsible for collection and account records of tolls
- Accurately classify vehicles and process non-revenue transactions
- Assist with traffic control and notification of safety hazards within toll lanes
- Responsible for learning all aspects of toll collections. Responsible for being in charge of the collectors and assisting them throughout the workday.
Acting Toll Supervisor
Express Employment Professionals
12.2018 - 05.2021
- Assisted with training and development of team members.
- Provided detailed reports back to team members on opportunities for growth and improvement, and also gave positive feedback on areas where they excelled.
- Responsible for being in charge of the collectors and assisting them throughout the workday
- Responsible for watching over all the corresponding ramps associated with the mainline plaza.
- Work as an Acting Toll Supervisor and Toll Collector
- Responsible for collecting collectors tour funds
- Responsible for collection and account records of tolls
- Accurately classify vehicles and process non-revenue transactions
- Maintain accurate deposits and transaction funds
- Provide high level of courteous customer service
- Provide clear, courteous and accurate directional information
- Assist with traffic control and notification of safety hazards within toll lanes
- Responsible for learning all aspects of toll collections
Education
Some College (No Degree) - Liberal Arts ; Business Management
Suffolk County Community College
Brentwood, NYHigh School Diploma - Liberal Arts
West Babylon Sr. High School
West Babylon, NY08.2010
Skills
- Team Management and Supervision
- Complex Problem Solving
- Team Building
- Bilingual
- Great Math Skills
- Excellent communication skills
- Computer Proficient
- Fast Learner
- Partnership Cultivation
- Customer Relationship Management
- Product and Service Knowledge
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Certification
- Licensed Insurance Agent Property & Casualty - 01/2023
Timeline
CRM Supervisor
Progressive Insurance
08.2023 - Current
Insurance Agent
Progressive Insurance
12.2022 - 08.2023
Toll Service Supervisor
Shimmick Construction Company
01.2022 - 05.2022
Acting Toll Supervisor
Shimmick Construction Company
05.2021 - 01.2022
Acting Toll Supervisor
Express Employment Professionals
12.2018 - 05.2021
- Licensed Insurance Agent Property & Casualty - 01/2023
Some College (No Degree) - Liberal Arts ; Business Management
Suffolk County Community College
High School Diploma - Liberal Arts
West Babylon Sr. High School
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