Marco Orozco
Avondale ,United States
Summary
Dynamic management professional with extensive experience in call center operations and the fast food industry. Certified phlebotomy technician with a proven ability to communicate effectively in both Spanish and English. Skilled in team leadership, customer service excellence, and operational efficiency, aiming to leverage these competencies to drive organizational success.
Overview
7
7
years of professional experience
Work History
Manager
Honeywell
Phoenix, United States
02.2023 - 09.2024
- Team Leadership Recruited and trained a high-performing maintenance team.
- Mentored junior technicians, give them job task every day
- Assign each team member their own specific task on a daily basis, as required.
- Monitor the working hours of each employee and ensure that timesheets are submitted by the conclusion of the pay period.
Process Assistant
Amazon
Avondale, Arizona
09.2021 - 09.2023
- Assisted in training 15 new team members
- Allocate a designated work area to each employee upon their arrival or upon the completion of their previous assignment.
- Acted as the primary point of contact for escalations, reducing issue resolution time
- Developed and maintained reports for leadership, ensuring data accuracy and timely decision-making
- I will also provide assistance to the team as required, drawing on my training across various departments, including inbound and outbound logistics, grocery operations, and forklift operation, among others.
Call Center Representative
Empereon Call Center
Glendale, Arizona
03.2019 - 12.2021
- Retained 85% of at-risk customers by developing tailored solutions to meet their needs and resolving complaints effectively
- Improved customer satisfaction scores by 20% through empathetic communication and personalized service
- Consistently exceeded monthly retention targets by 15%, contributing to a 10% overall increase in customer retention rates
- Resolved 95% of customer complaints on the first call, reducing escalations by 25%
- Identified common reasons for churn and collaborated with product teams to address recurring issues, improving service satisfaction
- Successfully handled high-pressure situations with dissatisfied customers.
Cook
Panda Express
Phoenix, Arizona
05.2017 - 02.2019
- Reduced meal prep time by 25% by reorganizing kitchen workflows and implementing prep stations
- Consistently achieved a 100% score on health and safety inspections by adhering to food handling and sanitation protocols
- Trained team members on proper food storage and cleanliness standards, reducing the risk of contamination incidents
- Implemented new cleaning procedures, resulting in a 20% improvement in kitchen cleanliness ratings
- Collaborated with front-of-house staff to accommodate special dietary requests, improving customer satisfaction scores
- Handled customer complaints with professionalism, turning 90% of issues into positive experiences
Education
Phlebotomy certificate -
Gateway college
02.2025
High School Diploma -
Graduation Alliance
Nevada 05-2015
Skills
- Collaborative Problem Solving
- Effective Time Organization
- Proficient in Dispute Resolution
- Strategic Leadership
- Computer Proficiency
- Technical Writing
- Machinery Operation
- Inventory Control
Certifications
- Certified Phlebotomy Technician with a demonstrated history of performing 150 successful venipunctures. Proficient in patient care, specimen collection, and ensuring precision in laboratory processes. Scheduled to complete a 160-hour externship at Abrazo West in Avondale, Arizona, where I will acquire practical experience in a clinical environment. Dedicated to offering compassionate care, adhering to safety protocols, and producing high-quality outcomes.
Languages
- Spanish, Native
- English, Native
Timeline
Manager
Honeywell
02.2023 - 09.2024
Process Assistant
Amazon
09.2021 - 09.2023
Call Center Representative
Empereon Call Center
03.2019 - 12.2021
Cook
Panda Express
05.2017 - 02.2019
Phlebotomy certificate -
Gateway college
High School Diploma -
Graduation Alliance