Kassandra Ortiz
San Antonio,TX
Summary
Bilingual Customer Service Representative with a strong background in call center operations, and a passion for helping others. Known for exceptional communication skills in both Spanish and English, with the ability to lead by example, mentor peers, and build positive relationships with customers and team members. Quick to adapt and eager to learn new skills—even in unfamiliar fields—believing that continuous learning enhances performance and enables more effective support. Proven success in fast-paced environments where professionalism, empathy, and a solutions-oriented mindset are essential.
Overview
2
2
years of professional experience
Work History
Patient Service Representative
Gonzaba Medical Group
San Antonio, Texas
07.2025 - Current
- Assisted patients with insurance inquiries and verification procedures.
- Resolved patient concerns by actively listening and providing appropriate solutions.
- Answered incoming calls in a professional manner.
- Adhered to HIPAA regulations when handling confidential patient information.
- Assisted with scheduling follow-up appointments according to provider availability.
Call Center Representative
Wells Fargo
San Antonio, USA
02.2025 - 07.2025
- Efficiently handled customer inquiries via telephone
- Delivered exceptional customer service by handling inbound calls, addressing banking inquiries, resolving account issues, and providing product and service information in a high-volume call center environment.
- Consistently met or exceeded performance metrics, including call quality, customer satisfaction, and resolution time.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained records of customer interactions, transactions, comments and complaints.
Member Service Representative
Northern Skies Federal Credit Union
Anchorage, USA
05.2024 - 11.2024
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Greeted customers in a friendly and professional manner.
- Verified identity information on new accounts using established procedures.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Assisted with the opening of new accounts and processed account maintenance requests.
Diet Clerk
Kindred Hospital
San Antonio, USA
06.2023 - 02.2024
- Assisted dietitians in developing individualized nutrition plans for patients.
- Maintained a clean working environment by sanitizing equipment and disposing of waste properly.
- Educated patients on proper nutrition, dietary restrictions, and healthy eating habits.
- Reviewed patient charts for accuracy prior to creating meal plans.
Education
High School Diploma -
Earl Warren High School
San Antonio, TX06.2018
Skills
Inbound call management
- Call logging and tracking
- Call center operations
- Quality assurance processes
- Rapid learning ability
- Bilingual communication
- Effective communication skills
- Adaptability and flexibility
- Problem solving expertise
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Patient Service Representative
Gonzaba Medical Group
07.2025 - Current
Call Center Representative
Wells Fargo
02.2025 - 07.2025
Member Service Representative
Northern Skies Federal Credit Union
05.2024 - 11.2024
Diet Clerk
Kindred Hospital
06.2023 - 02.2024
High School Diploma -
Earl Warren High School
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