Summary
Overview
Work History
Education
Skills
Timeline
Generic

John Romero Ortiz

Kissimmee,FL

Summary

Customer-focused and bilingual representative with 10 years of experience in call center and field installation roles. Adept at handling high call volumes, de-escalating conflicts, and maintaining strong KPIs. Demonstrates technical skills, a strong work ethic, and a collaborative approach to customer satisfaction and problem-solving.

Overview

2
2
years of professional experience

Work History

Customer Service Representative

Startek
Orlando, FL
11.2024 - Current
  • Monitored and maintained KPIs including quality, AHT, survey scores, and show rate.
  • Provided accurate benefit information to members and ensured timely resolution of inquiries.
  • Utilized de-escalation techniques to address concerns and elevate customer satisfaction.
  • Participated in coaching sessions and applied feedback to improve performance.
  • Supported peers via internal chat, fostering collaboration and information sharing.
  • Navigated tools efficiently to ensure prompt, accurate service delivery.

Momentum Solar

Formen Installer
Orlando, FL
07.2023 - 08.2024
  • Delivered timely and precise installation services, enhancing customer satisfaction.
  • Calculated materials and time required per job to ensure planning accuracy.
  • Inspected, repaired, and repacked survival equipment per specifications.
  • Enforced quality control standards to meet client expectations and compliance regulations.
  • Collaborated with team members to ensure smooth workflow and timely completion.
  • Maintained a safe working environment by adhering to all safety guidelines.
  • Resolved client concerns with professionalism, upholding a high service standard.

Education

Diploma -

Florida Technical College
Orlando, FL
10.2013

High School Diploma -

Instituto Cumbre
Carolina, Puerto Rico
10.2011

Skills

  • Bilingual: English & Spanish
  • Customer Support & Call Handling
  • Conflict Resolution & De-escalation
  • KPI Monitoring & Call Center Metrics
  • Installation & Equipment Handling
  • CRM Tools & Internal Communication
  • Team Collaboration
  • Fast Learner & Detail-Oriented
  • Report creation

Timeline

Customer Service Representative

Startek
11.2024 - Current

Momentum Solar

Formen Installer
07.2023 - 08.2024

Diploma -

Florida Technical College

High School Diploma -

Instituto Cumbre

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