Marcela Ortega
Montebello,CA
Summary
Experienced with office administration, ensuring seamless daily operations. Utilizes organizational and communication skills to handle multiple tasks and coordinate with different departments effectively. A proven track record of maintaining accurate records, supporting executives, and enhancing office productivity.
Overview
20
20
years of professional experience
Work History
Office Administration
eMinutes
West Hollywood, California
12.2021 - Current
- Manage all inbound calls, screening new client leads and filtering out solicitation to save attorney time and improve client acquisition efficiency.
- Resolved user support issues while enhancing communication between legal and accounting teams.
- Oversee high-volume email inbox routing messages to correct departments to maintain response time under 24 hours.
- Partner with accounting and business management firms to research invoices, resolve disputes, and support service-of-process intake, ensuring accurate billing and client satisfaction.
- Supported office administration tasks, contributing to a well-organized and efficient workplace environment.
Global Reception Services Specialist I
Latham & Watkins
Los Angeles, California
11.2018 - 10.2020
- Delivered concierge-level administrative support to domestic and international attorneys/staff, including switchboard operations, conference room scheduling, travel coordination, and emergency notifications.
- Fostered cross-office relationships to expedite resolution of escalated client and operational issues.
- Partnered with Operations to provide critical backup coverage for local office receptionists, maintaining seamless front-desk and telecommunication services.
- Executed monthly quality assurance audits on call tickets and service requests, identifying gaps and recommending targeted training initiatives.
Customer Service Specialist/Receptionist
SEMA
Diamond Bar, California
08.2015 - 04.2017
- Facilitated resolution of daily inquiries through phone, email, and in-person communication, ensuring a professional client experience.
- Managed confidential Hall of Fame selection process, coordinating communications and travel for inductees attending the annual SEMA Show.
- Delivered customer service training presentations to internal staff, improving service metrics and driving a culture of continuous improvement.
- Assisted in designing and launching SEMA’s Career Website, including user guides and registration materials for members and job seekers.
Handbag Account Specialist
Brighton Collectibles
City of Industry, California
12.2013 - 03.2015
- Processed high-volume sales and repair orders daily, ensuring accurate fulfillment and timely communication with customers and store teams.
- Coordinated with stores, repair department, and sales representatives to resolve escalated issues and maintain premium customer experience.
- Supported collections on outstanding payments, contributing to improved revenue recovery and reduced aging accounts.
Customer Service
Valley Vista Services
City of Industry, California
03.2009 - 11.2011
- Handled billing, new service setup, cancellations, and maintenance requests for residential and commercial clients, managing 50+ calls per day.
- Focused on customer retention, proactively resolving complaints and maintaining long-term account relationships.
- Mentored and supported junior agents, sharing expertise to improve team performance and reduce escalations.
- Promoted electronic billing and payment options, increasing e-billing adoption and reducing paper processing costs.
Customer Service and Sales Support
Athens Services
City of Industry, California
12.2005 - 11.2008
- Provided sales operations support to the sales director and field reps, including proposals, contract renewals, and client correspondence.
- Managed key commercial accounts, resolving billing discrepancies and ensuring contract compliance to retain high-value customers.
- Collaborated on sales strategies, lead generation, and pricing proposals, contributing to revenue growth and customer retention.
- Supported the Customer Service Call Center, stepping in during high-volume periods to maintain service levels.
- Worked effectively in fast-paced environments.
Education
Bachelor’s Degree of Science - Business Management
University of Phoenix
05-2016
Skills
- Skilled in resolving issues with both short-term and long-term solutions while maintaining positive relationships
- Proficient in AS400, Chrome River, CRM, iManage, and Microsoft Office Suite, ServiceNow, Teams, and Slack
- Fluent in Spanish bridging communication and support across diverse teams and clients
- Office administration tasks
Websites
Languages
Spanish
Full Professional
Timeline
Office Administration
eMinutes
12.2021 - Current
Global Reception Services Specialist I
Latham & Watkins
11.2018 - 10.2020
Customer Service Specialist/Receptionist
SEMA
08.2015 - 04.2017
Handbag Account Specialist
Brighton Collectibles
12.2013 - 03.2015
Customer Service
Valley Vista Services
03.2009 - 11.2011
Customer Service and Sales Support
Athens Services
12.2005 - 11.2008
Bachelor’s Degree of Science - Business Management
University of Phoenix