Kenny Cortina
Miami,FL
Summary
Reliable Office Supervisor known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.
Overview
12
12
years of professional experience
Work History
Office Manager
Dade County Food Group LLC
01.2023 - Current
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
Renters / MH Specialty Rep
Assurant
06.2021 - 01.2023
- Provided exceptional customer service, addressing inquiries and resolving issues in a timely manner.
- Fostered a positive work environment through clear communication of expectations, constructive feedback, and recognition of achievements.
- Demonstrated adaptability by quickly learning new products, technologies, and therapeutic areas as needed.
- Serviced existing accounts on regular basis to maximize revenue.
- Averaged 98% Quality Call Rating since start date
- Averaged 4.8 on member surveys since start date.
CA/FL Member Service Rep
Molina Healthcare
11.2020 - 06.2021
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Certified in handling HIPAA certified calls
- Average 98% Quality Call Rating since start date
Office/Warehouse Manager
Dade County Food Group LLC
06.2018 - 08.2020
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
- Redesigned warehouse layout to accommodate new equipment, maximize space utilization, and optimize processes.
- Boosted customer satisfaction through timely order fulfillment and accurate inventory tracking.
Hew Hire Trainer
BelUSA/Discount Mugs
01.2018 - 06.2018
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
- Identified areas in need of improvement and implemented solutions.
- Enhanced program effectiveness by collaborating with colleagues to review and revise curriculum content regularly.
- Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
- Empowered participants to apply learned concepts in their professional and personal lives through practical application exercises.
Lead Customer Service Rep.
BelUSA/Discount Mugs
05.2017 - 06.2018
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Reviewed associate performance to identify training needs.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Promptly responded to inquiries and requests from prospective customers.
- Assisted in de-escalation of manager calls.
- Investigated and resolved accounting, service and delivery concerns.
Lead Order Resolution Rep
BelUSA/Discount Mugs
10.2017 - 01.2018
- Handling emails & phone calls regarding damaged, lost, or incomplete orders
- Created & managed re-done orders for customers.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Provided valuable input resulting in new opportunities for growth and development.
Customer Support Manager
PaperStreet Media
02.2015 - 04.2017
- Management & Training of domestic & overseas representatives
- Reconstructed Customer Support protocol & processes
- Compile reports to monitor trends with specific metrics regarding customer service.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Office/Sales Manager
StorageMart
01.2013 - 08.2014
- Increased sales revenue by developing and implementing effective sales strategies.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Education
A.S. Mass Communications Digital Editing -
Miami-Dade College
Miami, FL01.2005
H.S. Diploma -
Miami Springs Senior High School
Miami Springs, FL01.2002
Skills
- Office Management
- Organizational Skills
- Office Administration
- Customer Relations
- Payroll Processing
- Billing
- Scheduling and calendar management
- Scheduling Coordination
- Employee Supervision
- Operations Management
- Data Entry
- Customer Service
References
References available upon request
Timeline
Office Manager
Dade County Food Group LLC
01.2023 - Current
Renters / MH Specialty Rep
Assurant
06.2021 - 01.2023
CA/FL Member Service Rep
Molina Healthcare
11.2020 - 06.2021
Office/Warehouse Manager
Dade County Food Group LLC
06.2018 - 08.2020
Hew Hire Trainer
BelUSA/Discount Mugs
01.2018 - 06.2018
Lead Order Resolution Rep
BelUSA/Discount Mugs
10.2017 - 01.2018
Lead Customer Service Rep.
BelUSA/Discount Mugs
05.2017 - 06.2018
Customer Support Manager
PaperStreet Media
02.2015 - 04.2017
Office/Sales Manager
StorageMart
01.2013 - 08.2014
A.S. Mass Communications Digital Editing -
Miami-Dade College
H.S. Diploma -
Miami Springs Senior High School
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