Katiushca Ortiz
Lawrenceville,GA
Summary
Experienced in delivering high-quality customer service in medical environments, with a focus on bilingual communication and problem-solving. Skilled in adhering to HIPAA guidelines while managing patient inquiries effectively. Strong leadership, team management, and organizational skills. Currently pursuing further education in healthcare. Prepared to support healthcare operations and promote patient satisfaction through organized and attentive service.
Overview
12
12
years of professional experience
Work History
Operations Manager
Cut & Care Landscaping
Rochester, New York
05.2024 - 11.2026
- Managed daily business operations, including employee scheduling, job assignments, project coordination, and workflow management.
- Supervised employees, delegated responsibilities, and monitored team performance to ensure productivity and timely project completion.
- Coordinated purchasing, inventory management, and transportation of equipment, materials, and supplies.
- Oversaw and assisted with hands-on landscaping, tree removal, painting and other property improvement projects.
- Conducted final quality inspections, supervised job-site cleanup, and resolved operational issues to maintain customer satisfaction.
Pack Batch
Amazon
Rochester, New York
08.2026 - 11.2026
- Accurately picked, packed, and prepared customers order for shipment in a fast-paced warehouse environment.
- Operated alongside automated robotic systems to efficiently retrieve, organize, and process merchandise.
- Consistently maintained productivity, accuracy, and workplace safety stands while meeting daily operational goals.
- Inspected merchandise for accuracy and quality before packaging and shipment.
Bilingual Medical Call Center Representative
Maximus
Rochester, New York
03.2024 - 06.2025
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Protected patient information by strictly adhering to HIPAA regulations and confidentiality protocols.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Resolved customer complaints effectively through active listening and problem-solving skills.
- Took ownership of each call by listening attentively to understand individual needs.
- Handled inbound calls from patients regarding healthcare inquiries.
- Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
Cashier/Food Packer
Kentucky Fried Chicken
Rochester, New York
07.2022 - 07.2023
- Provided exceptional customer service to patrons through active listening and engagement.
- Guided customers in menu selections and responded to product inquiries to enhance dining experience.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Tracked inventory levels and restocked supplies during shifts to maintain operational efficiency.
- Inspected food products to ensure quality and safety standards were met.
- Gained knowledge of departmental roles to ensure operational continuity to provide coverage and keep store operational .
Cashier/Food Packer
Popeyes® Louisana Kitchen
Rochester, New York
09.2021 - 06.2022
- Handled cash, credit, and debit transactions with accuracy and integrity.
- Prepared orders quickly while adhering to Popeyes® quality standards.
- Packed food items securely according to company guidelines. according to company guidelines and safety standards.
- Organized and prepared boxes to facilitate efficient food packing, bags, and other containers for packing food items.
- Coordinated with team members to streamline service flow during peak hours, improving overall efficiency.
- Ensured cleanliness and organization of front counter and dining area to enhance customer experience.
- Resolved customer complaints professionally in accordance with company policy.
Packing Handler
TCB Warehousing and Distribution Inc.
Rochester, NY
07.2020 - 12.2021
- Achieved production goals through efficient and precise work.
- Inspected orders for accuracy by carefully reviewing containers, products, packaging and labeling.
- Completed work orders on time to support overall team performance.
- Minimized waste and lag times by organizing and cleaning work area and equipment.
Environmental Services Housekeeper
Highland Hospital
Rochester, NY
12.2019 - 03.2021
- Delivered thorough cleaning services in fast-paced environment, maintaining high standards despite multiple interruptions.
- Disinfected public areas regularly and performed spot cleaning to create a clean, welcoming atmosphere for guests.
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
- Organized daily cleaning routines and coordinated supply inventory to ensure efficient operations.
Babysitting
Self-employed
Rochester, NY
01.2015 - 04.2018
- Supported children's hygiene and personal needs by changing diapers, bathing, and feeding them promptly.
- Monitored children's activities at home and in public settings to safeguard their safety and well-being.
- Cultivated professional relationships with families through open communication and regular positive feedback.
- Ensured a tidy home by promptly clearing dishes and putting away toys after children were asleep.
Education
Associate of Science - Diagnostic Medical Sonographer
Monroe Community College
Rochester, NY06-2027
High School Diploma -
Edison Career And Technology High School
Rochester, NY05-2020
Skills
- Bilingual
- HIPAA compliance
- Patient support
- Medical terminology
- Healthcare support
- Call documentation
- Patient inquiry response
- Data entry
- Problem resolution
- Time management
- Organization
- Team management
- Communication
Timeline
Pack Batch
Amazon
08.2026 - 11.2026
Operations Manager
Cut & Care Landscaping
05.2024 - 11.2026
Bilingual Medical Call Center Representative
Maximus
03.2024 - 06.2025
Cashier/Food Packer
Kentucky Fried Chicken
07.2022 - 07.2023
Cashier/Food Packer
Popeyes® Louisana Kitchen
09.2021 - 06.2022
Packing Handler
TCB Warehousing and Distribution Inc.
07.2020 - 12.2021
Environmental Services Housekeeper
Highland Hospital
12.2019 - 03.2021
Babysitting
Self-employed
01.2015 - 04.2018
Associate of Science - Diagnostic Medical Sonographer
Monroe Community College
High School Diploma -
Edison Career And Technology High School