Karla Cintron Ortiz
Kissimmee,FL
Summary
Results-driven professional with extensive experience in customer service, dispatch operations, security, and team coordination. Demonstrated ability to lead teams, manage high-volume workflows, delegate tasks efficiently, and ensure compliance with safety and quality standards. Proven strengths in problem-solving, multitasking, and resolving conflicts under pressure. Seeking a supervisory role where leadership, communication, and operational oversight are key.
Overview
9
9
years of professional experience
Work History
Dispatcher / Customer Service Lead
AAA The Auto Club Group
Kissimmee, FL
03.2025 - Current
- Coordinated real-time dispatch communications among members, drivers, subcontractors, and agents across multiple fleets.
- Managed high-volume phone lines and resolved complex service issues, ensuring consistent service delivery.
- Maintained and reconciled battery inventory, ensuring timely and accurate reporting.
- Entered payments, verified damages, and documented incident reports with a high level of accuracy.
- Collaborated cross-functionally to improve workflow between dispatch and roadside assistance teams.
- Provided informal guidance and support to new agents and junior staff.
Customer Experience Representative (CXR)
Enterprise
Orlando, FL
01.2024 - 06.2025
- Led customer engagement across multiple service points: reservations, returns, and vehicle selections.
- Managed conflict resolution, upselling strategies, and efficient check-in/check-out processes.
- Trained new hires on customer interaction standards and return protocols.
- Recognized for maintaining high customer satisfaction scores in a fast-paced rental environment.
Security Guard Officer
PSI Services LLC
Orlando, FL
06.2023 - 02.2024
- Secured administrative buildings by controlling visitor access and conducting ID checks.
- Intervened in security incidents including trespassing and suspicious packages, following protocols precisely.
- Partnered with site management to maintain a safe and orderly environment.
- Handled incident documentation and collaborated with law enforcement when necessary.
Overnight Security Officer / Dispatcher
Berman Security
Orlando, FL
10.2022 - 06.2023
- Supervised property safety via foot and vehicle patrols, reported safety hazards, and resolved incidents.
- Handled dispatch communications and maintained accurate incident logs.
- Developed shift checklists and assisted with onboarding procedures for new officers.
Sales Associate
The North Face
Orlando, FL
05.2022 - 07.2022
- Delivered exceptional customer service during peak retail seasons.
- Assisted with inventory management, store layout resets, and closing procedures.
Security Officer
Universal Studios
Orlando, FL
02.2020 - 06.2021
- Oversaw guest entry protocols using metal detectors and x-ray screening.
- Conducted mobile and foot patrols, ensuring guest and staff safety at all times.
- Recorded daily safety logs and reported irregularities to management.
Armed Security Officer
APEX Security
Kissimmee, FL
04.2019 - 02.2020
- Patrolled and inspected property, ensuring all access points were secure.
- Documented any incidents and communicated findings with senior staff and law enforcement when needed.
Manager
Racetrack
Kissimmee, FL
10.2016 - 01.2019
- Supervised a team of 8+ employees, including scheduling, payroll, and performance management.
- Oversaw inventory control, vendor relations, and merchandising.
- Trained and mentored staff on customer service standards and store policies.
- Led store through successful audits and consistently exceeded operational goals.
Education
Associate Of General Studies - General Studies
Valencia College
Kissimmee, FLSkills
- Team Leadership & Supervision
- Conflict Resolution
- Dispatch Operations
- Customer Service Excellence
- Scheduling & Inventory Management
- Incident Reporting & Safety Protocols
- Training & Onboarding
- Multitasking in High-Stress Environments
Languages
Spanish
Full Professional
Timeline
Dispatcher / Customer Service Lead
AAA The Auto Club Group
03.2025 - Current
Customer Experience Representative (CXR)
Enterprise
01.2024 - 06.2025
Security Guard Officer
PSI Services LLC
06.2023 - 02.2024
Overnight Security Officer / Dispatcher
Berman Security
10.2022 - 06.2023
Sales Associate
The North Face
05.2022 - 07.2022
Security Officer
Universal Studios
02.2020 - 06.2021
Armed Security Officer
APEX Security
04.2019 - 02.2020
Manager
Racetrack
10.2016 - 01.2019
Associate Of General Studies - General Studies
Valencia College