Summary
Overview
Work History
Education
Skills
Timeline
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MADISON ORTIZ

Swansea,IL

Summary

Results-driven Customer Service Professional with 14 years in customer & technical support, billing, and contact-center leadership. Expertise in coaching teams, managing staffing, and resolving complex issues while streamlining processes for faster resolutions. Skilled in broadband and telecommunications platforms, Google Workspace, SOP development, and project management.

Overview

7
7
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

yondoo Broadband/Rise Broadband
Fairview Heights
10.2022 - Current
  • Resolved service issues with subscribers over the phone, email, and live chat when possible. Addressed billing inquiries, processed payments, and service interruptions when necessary.
  • Assisted service technicians in resolving service issues and provisioning services, collaborating with engineering to address complex technical problems.
  • Managed reporting documents for account cleanup, equipment recovery, and construction completion, providing weekly updates on account status in coordination with Field Operations Coordinator and service technicians.
  • Resolved service issues with subscribers over the phone, email, and live chat.

LEAD-SUPERVISOR

Speed Commerce
Louisiana
07.2021 - 10.2022
  • Managed call volume and manpower requirements for 64 employees alongside Contact Center Director, adjusting staffing schedules to align with day of week, sales promotions, and Aspect data.
  • Trained agents to ensure consistent application of company and client processes and procedures, monitoring individual productivity and quality to achieve performance goals.
  • Controlled and revised training documents, SOPs, and other supplemental materials as needed. Assessed training needs of employees and led training for all new hires as well as other staff, as needed. Developed a culture of providing outstanding customer service.
  • Revised training documents, SOPs, and supplemental materials as needed, assessing employee training needs and leading onboarding for all new hires while fostering a culture of outstanding customer service.

SALES AGENT

Speed Commerce
Louisiana
01.2021 - 07.2021
  • Answered incoming phone calls from customers, actively listening to needs and concerns. Resolved complex order inquiries, identified when to escalate issues, and provided clear advice to colleagues and customers.
  • Provided feedback and recommendations to team, enhancing quality of customer care. Ensured compliance with company policies through adherence to established procedures.
  • Developed and maintained strong customer relationships, enhancing client retention and satisfaction.
  • Executed sales strategies to achieve quarterly targets, driving revenue growth within assigned territory.
  • Analyzed market trends to identify opportunities for product expansion and improved service offerings.

APPLIANCES SALES ASSOCIATE

Lowe’s Hardware
Morehead City
10.2019 - 08.2020
  • Assisted customers in product selection, ensured accurate quotes, verified price labels, and confirmed fulfillment of customer needs.
  • Provided exceptional customer service by actively listening, leveraging product expertise, and loading merchandise for customers.
  • Identified customer needs and facilitated product sales, including credit cards, installations, and add-on sales, while explaining warranties and product features.

Education

High School -

Bowling Green High School
Bowling Green
05-2015

Skills

  • Technical Stack: Five9, Calix Cloud, Tarana Cloud Suite, VoIP, Fiber/Fixed Wireless, CSG Systems
  • Software & Finance: ADP Workforce Now, Paylocity, Sigma Commerce, Microsoft Excel (Advanced), Google Workspace
  • Leadership: Workforce Management (WFM), SOP Development, Disciplinary Coaching, Calibration
  • Customer Operations: Conflict Resolution, Project Management, Compliance & Security, Data Entry, Critical Thinking,

Timeline

CUSTOMER SERVICE REPRESENTATIVE

yondoo Broadband/Rise Broadband
10.2022 - Current

LEAD-SUPERVISOR

Speed Commerce
07.2021 - 10.2022

SALES AGENT

Speed Commerce
01.2021 - 07.2021

APPLIANCES SALES ASSOCIATE

Lowe’s Hardware
10.2019 - 08.2020

High School -

Bowling Green High School