Kylie Ortiz
Greenwood,SC
Summary
Proven leader in driving performance improvement and sales growth at TTEC, adept at customer needs assessment and staff training. Leveraged client account management to exceed sales forecasts, achieving significant customer retention rates. Skilled in business development and fostering team productivity, demonstrated through impactful training programs and strategic network development. Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
4
4
years of professional experience
Work History
Sales Representative
TTEC (Choice Hotels)
04.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer accounts and relationships.
- Achieved or exceeded company-defined sales quotas.
- Attended monthly sales meetings and quarterly sales trainings.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to team objectives in fast-paced environment.
- Met existing customers to review current services and expand sales opportunities.
Team Leader - Service Delivery
TTEC (OPTUM)
12.2023 - 04.2024
- Developed effective improvement plans in alignment with goals and specifications.
- Devised and implemented processes and procedures to streamline operations.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Frequently inspected production area to verify proper equipment operation.
Trainer
TTEC (UHC DSNP)
08.2023 - 12.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Designed and delivered web-based, self-directed learning materials.
- Developed and implemented successful onboarding program.
- Established and maintained quality control standards.
- Provided coaching and mentoring to employees.
Health Unit Coordinator
Holmes Regional
06.2022 - 08.2023
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assisted with processing patient admissions, transfers and discharges.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Responded to patient call lights to expedite appropriate follow-through.
- Provided care for 36-patient unit, coordinating day-to-day hygiene, feeding and quality of life functions.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
Trainer
TTEC (UHC)
06.2021 - 05.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Designed and delivered web-based, self-directed learning materials.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
Customer Service Representative
TTEC
09.2020 - 06.2021
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Responded to customer requests for products, services, and company information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Education
High School Diploma -
Easley High School
06.2018
Skills
- Customer Needs Assessment
- Network development
- Business Development
- Sales Forecasting
- Customer Retention
- Client Account Management
- Staff Training
- Performance Improvement
Timeline
Sales Representative
TTEC (Choice Hotels)
04.2024 - Current
Team Leader - Service Delivery
TTEC (OPTUM)
12.2023 - 04.2024
Trainer
TTEC (UHC DSNP)
08.2023 - 12.2023
Health Unit Coordinator
Holmes Regional
06.2022 - 08.2023
Trainer
TTEC (UHC)
06.2021 - 05.2023
Customer Service Representative
TTEC
09.2020 - 06.2021
High School Diploma -
Easley High School
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