Leslyn Moore Ortiz
Houston,TX
Summary
Dynamic customer care professional with a proven track record at Alight Solutions, excelling in 401(k) plan administration and client relations. Achieved a 66% reduction in SLA breaches through process improvements. Skilled in data systems management and adept at fostering strong communication, ensuring exceptional service delivery and client satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Alight Solutions
Houston, TX
07.2021 - 10.2024
- Managed high-volume inbound inquiries related to 401(k) retirement plans, delivering customized, policy-compliant solutions.
- Accessed and interpreted plan-specific data using CSPRO, Knowledge Central, and Rollover Central.
- Accurately documented cases in the ASSIST system and ensured timely resolution.
- Contributed to a 66% reduction in SLA breach rate through collaboration and workflow enhancements.
- Consistently exceeded performance metrics in customer satisfaction and issue resolution.
Direct Support Professional (DSP)
Am Care Residential Living
Houston, TX
01.2020 - 07.2021
- Delivered compassionate, person-centered care to individuals with developmental disabilities.
- Supported clients in activities of daily living, promoting autonomy and dignity.
- Maintained detailed records and collaborated with healthcare teams to meet individualized care plans.
Certified Nursing Assistant (CNA) / Medication Aide
Emeritus at Memorial
Houston, TX
04.2012 - 01.2014
- Administered medications and treatments per clinical protocols and physician orders.
- Ensured compliance with The Joint Commission, OSHA, and OBRA standards.
- Maintained accurate electronic health records and facilitated communication between healthcare providers and families.
Education
Associate of Arts - Business Management
Houston Community College
Houston, TX06-2024
Master of Science - Business Management
Western Governors University
Salt Lake City, UT06-2024
Bachelor of Science - Interdisciplinary Studies
University of Houston–Downtown
Houston, TX01.2021
Skills
- 401(k) plan administration
- Client relations and communication
- Process improvement and SLA management
- Data systems management
- Ticketing tools expertise
- Social media proficiency
- Microsoft Office Suite
- Email communication skills
- Messaging applications expertise
Additional Background - Military Service
- U.S. Navy Reserves, 01/01/96, 01/01/98
- U.S. Navy, 01/01/94, 01/01/96
Certification
TEFL
Timeline
Customer Care Representative
Alight Solutions
07.2021 - 10.2024
Direct Support Professional (DSP)
Am Care Residential Living
01.2020 - 07.2021
Certified Nursing Assistant (CNA) / Medication Aide
Emeritus at Memorial
04.2012 - 01.2014
Associate of Arts - Business Management
Houston Community College
Master of Science - Business Management
Western Governors University
Bachelor of Science - Interdisciplinary Studies
University of Houston–Downtown