Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
References
Timeline
Generic

Kenneth Ortiz-Verges

Boston

Summary

Dynamic professional with a proven track record at Mass General Brigham, excelling in patient engagement and Salesforce CRM management. Bilingual in English and Spanish, I enhanced patient onboarding processes, boosting NPS by 22%. Adept in customer service and technical support, I thrive in fast-paced environments, ensuring exceptional experiences for diverse clientele. Compassionate professional motivated to positively impact program operations and participant success with diligent support. Well-trained the field with dedication to continuously enhancing strategies and optimizing assistance. Highly organized and hardworking with strong attention to detail.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Intake Specialist – International Patient Services

Mass General Brigham (MGB)
Boston
12.2024 - Current
  • Identified and engaged potential patients seeking specialized medical care in Canada and Latin America.
  • Guided patients through treatment options, enhancing understanding of hospital services.
  • Connected prospective patients to Liaison team, improving NPS from 64% to 86% within eight months.
  • Coordinated with clinical and administrative teams to ensure seamless patient onboarding.
  • Conducted follow-ups with prospective patients to address inquiries and secure care agreements.
  • Managed leads in Salesforce CRM, maintaining accurate records.
  • Navigated Epic Hyperspace to update patient records and schedule consultations.
  • Assisted non-English-speaking patients by providing translation and cultural support.

Marketing Coordinator Specialist

Marriott Vacations Worldwide
Boston
01.2023 - 12.2024
  • Generated over $120K in sales volume within first three months as Sales Executive.
  • Promoted to Marketing Specialist, overseeing office operations and managing Encore package sales.
  • Facilitated contract signings for Sales Executives, ensuring streamlined processes.
  • Achieved certification as Notary Public in Suffolk County, MA, in August 2023.
  • Contributed to Custom House achieving second highest closing percentage company-wide at 31.7%.
  • Scheduled marketing appointments and prepared client presentation packets for a team of 10.
  • Tracked lead generation metrics and managed promotions to support sales efforts.
  • Processed Encore package sales and managed redemption tracking, increasing customer retention.

Guest Service Agent

Fairmont Copley Plaza
Boston
09.2021 - 12.2022
  • Mastered Opera property management system to enhance service delivery for Gold Floor guests.
  • Recognized for exceptional customer service and effective upselling techniques.
  • Delivered concierge services while establishing strong relationships with returning guests.
  • Managed high-volume check-ins and check-outs during peak seasons with efficiency.
  • Assisted guests in planning excursions, dining reservations, and transportation for enhanced Boston experiences.
  • Accommodated special requests and VIP preferences using Opera for personalized stays.
  • Mentored new front desk staff on Fairmont Gold-level service expectations.

Food Server

Bobbi C’s Ristorante
Malden
03.2021 - 08.2021
  • Set up and managed dinner service shifts, ensuring quality guest interactions.
  • Consistently upsold items to enhance revenue and guest satisfaction.
  • Maintained thorough knowledge of daily menu items, wine pairings, and chef specials to enhance guest satisfaction.
  • Managed up to 6 tables during busy dinner shifts while maintaining calm and friendly service.
  • Participated in shift-opening and closing duties, contributing to a clean and organized workspace.

Customer Service Specialist

MaidPro Boston
Boston
09.2019 - 03.2020
  • Managed sales calls, created and assigned client profiles, and ensured satisfaction through proactive outreach.
  • Handled all client-related inquiries and logistics.
  • Resolved escalated client concerns quickly and diplomatically, improving retention and service ratings.
  • Worked closely with operations teams to ensure field staff had accurate, up-to-date client instructions and materials.
  • Provided cross-functional support for billing inquiries, scheduling, and system troubleshooting.

Customer Sales Representative

MaidPro Boston
Boston
07.2018 - 09.2019
  • Quoted services for 250+ North American offices, supported franchise operations, and handled payment processing and conflict resolution.
  • Acted as a central quoting hub for all MaidPro locations in North America, developing pricing strategies based on local market data.
  • Liaised with franchisees to train them on CRM tools and onboarding practices to help increase client acquisition.
  • Drafted service proposals and provided live demonstrations to prospective customers.

Customer Sales Lead

Express Fashion LLC
Boston
09.2013 - 07.2018
  • Oversaw shipment and inventory for multiple stores.
  • Supervised floor operations and trained associates.
  • Assisted with scheduling and front-of-house customer experience.
  • Spearheaded seasonal floor reorganization projects, leading merchandise placement and staff tasking.
  • Developed visual merchandising displays in collaboration with district leadership to boost promotional sales.
  • Trained and coached new team members on POS system operations, loss prevention, and customer interaction techniques.

Education

High School Diploma -

Boston Community Leadership Academy
Brighton, MA
06.2012

Some College (No Degree) - Pre Medical Studies

University of Massachusetts Amherst
Amherst, MA

Skills

  • IT and technical support
  • Salesforce CRM
  • Opera Cloud
  • Epic Hyperspace
  • Hospitality operations auditing
  • Customer service and support
  • Bilingual communication (English / Spanish)
  • Public Notary

Certification

  • IT certifications completed through Google's Coursera program during the COVID pandemic.
  • MA Public Notary August 2023

Accomplishments

  • #1 Sales Manager in the East Coast at Express in March of 2016
  • Employee of the quarter at Marriott Vacations Worldwide in the East Coast in June 2024

Languages

Spanish
Professional

References

References available upon request.

Timeline

Intake Specialist – International Patient Services

Mass General Brigham (MGB)
12.2024 - Current

Marketing Coordinator Specialist

Marriott Vacations Worldwide
01.2023 - 12.2024

Guest Service Agent

Fairmont Copley Plaza
09.2021 - 12.2022

Food Server

Bobbi C’s Ristorante
03.2021 - 08.2021

Customer Service Specialist

MaidPro Boston
09.2019 - 03.2020

Customer Sales Representative

MaidPro Boston
07.2018 - 09.2019

Customer Sales Lead

Express Fashion LLC
09.2013 - 07.2018

High School Diploma -

Boston Community Leadership Academy

Some College (No Degree) - Pre Medical Studies

University of Massachusetts Amherst

Similar Profiles

CREATE PROFILE