Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Luis Ortiz

Tucson,AZ

Summary

Experienced customer service supervisor with a proven track record of success in leading high-performing teams and delivering exceptional customer experiences. With over 4 years of hands-on experience in the customer service industry. Adept at implementing and optimizing strategies to drive customer satisfaction and retention. Possess a deep understanding of customer needs and preferences, allowing for the development of tailored solutions and the resolution of complex issues. Skilled in coaching and mentoring team members to achieve their full potential while fostering a positive and collaborative work environment. Proficient in utilizing various customer service technologies and systems to streamline operations and enhance efficiency. Demonstrated ability to adapt quickly to evolving market trends and demands, ensuring the organization remains at the forefront of service excellence. Seeking to leverage expertise and leadership acumen to drive continuous improvement and elevate the customer service standards of an esteemed organization

Overview

4
4
years of professional experience

Work History

QUALITY CONTROL TEAM LEAD / SUPERVISOR

FIF AIREBEAM, LLC
10.2022 - Current
  • Documented nonconforming material and reported it to appropriate team leaders for review and assessment.
  • Adapted procedures to mitigate issues and improve deficiencies.
  • Analyze trends and identify areas in need of improvement by arranging and executing reports for management on a weekly basis.
  • Maintain and assist in improving quality and efficiency by regularly auditing all department ticket queue's and working with management to implement improvement plans.
  • Evaluate call quality by auditing and assessing the quality of phone conversations between customer service representatives and customers.
  • Review and assess daily job completions submitted by field technicians.
  • Verify that all required tasks and assignments were completed according to established standards and specifications.
  • Inspect completed work for quality, accuracy, and adherence to company policies and procedures.
  • Identify and document any deficiencies, errors, or non-compliance with standards.
  • Provide feedback and guidance to field technicians on areas needing improvement or correction.
  • Collaborate with the field supervisor to address and resolve any issues or concerns identified during the review process.



CUSTOMER SERVICE II TECHNICAL SUPPORT / TEAM LEAD

FIF AIREBEAM, LLC
08.2021 - 10.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Efficiently manage customer support inquiries through various communication channels, including chat, email, and phone support.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
  • Resolve connection troubleshooting matters within the defined scope of support.
  • Offer comprehensive support to field technicians in order to ensure seamless service delivery.
  • Address customer inquiries pertaining to account creation and sales, providing accurate and timely responses.
  • Maintain thorough documentation of incidents, ensuring all relevant details are recorded for future reference.
  • Directed and supervised team of five engaged in troubleshooting and data entry development.

CALL CENTER, AMBASSADOR

ACTIVUS CONNECT
01.2021 - 08.2021
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Accurately and efficiently enter various types of data into designated databases or systems, ensuring high levels of data integrity and confidentiality. Efficiently handle multiple tasks simultaneously, utilizing various software applications such as AWS, STC, and Zoom.
  • Promptly and professionally address inquiries, concerns, or requests related to the COVID-19 vaccination process, ensuring accurate and helpful information is provided.
  • Utilize comprehensive knowledge of vaccination protocols, eligibility criteria, and relevant guidelines to offer informed responses and guidance.

Store Assistance, Operations Specialist (OPS)

DAVIS MONTHAN EXCHANGE STORE
09.2020 - 01.2021
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in a fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions for all 11 departments.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Filled supervisory roles; Possess the unique ability to fill various positions based on vigorous training and store needs.

CUST EXPERIENCE ASSOCIATE

DAVIS MONTHAN EXCHANGE STORE
10.2019 - 09.2020
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved guest complaints and discrepancies in a prompt and courteous manner.
  • Welcomed guests on arrival, displaying a professional and friendly approach.
  • Responded to guest inquiries, complaints, and special requests to increase customer satisfaction.
  • Acquire knowledge of all floor electronics (computers, televisions, printers, tablets, headphones, etc.)
  • Provide product demonstrations and presentations to showcase features and benefits.
  • Stay up-to-date with industry trends, new products, and competitors' offerings.
  • Continuously develop product knowledge and sales skills through training and self-study.


Education

Bachelor's - Social Work

Sistema Universitario Ana G Mendez - Universidad Del Este
Santa Isabel, PR
05.2017

High School Diploma -

Stella Marquez
Salinas, PR
05.2011

Skills

  • Performance Evaluations
  • Mechanical Operations Monitoring
  • Experience in multiple CRM platforms such as AWS, Mondaycom, FreshWorks, Crexendo, Sonar, and Netrio
  • Production Monitoring and Assessment
  • Excellent communication skills, both verbal and written
  • Active listening skills to understand customer needs and concerns
  • Proficiency in customer relationship management (CRM) software to manage customer interactions and track customer information
  • Flexibility and adaptability to meet changing customer demands and work in a dynamic environment
  • Strong attention to detail to ensure accuracy in handling customer requests and documenting interactions
  • Multilingual proficiency, if applicable, to cater to a diverse customer base

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

QUALITY CONTROL TEAM LEAD / SUPERVISOR

FIF AIREBEAM, LLC
10.2022 - Current

CUSTOMER SERVICE II TECHNICAL SUPPORT / TEAM LEAD

FIF AIREBEAM, LLC
08.2021 - 10.2022

CALL CENTER, AMBASSADOR

ACTIVUS CONNECT
01.2021 - 08.2021

Store Assistance, Operations Specialist (OPS)

DAVIS MONTHAN EXCHANGE STORE
09.2020 - 01.2021

CUST EXPERIENCE ASSOCIATE

DAVIS MONTHAN EXCHANGE STORE
10.2019 - 09.2020

Bachelor's - Social Work

Sistema Universitario Ana G Mendez - Universidad Del Este

High School Diploma -

Stella Marquez

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