Summary
Overview
Work History
Education
Skills
Websites
Languages
Awards
Timeline
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Margaret Ortiz

Hull,USA

Summary

Dynamic professional with PIV Credentialing Security Clearance and over ten years of experience supporting government contractors across various sectors, including IT and healthcare. Bilingual support specialist proficient in utilizing diverse ticketing systems and software solutions, demonstrating strong diagnostic skills and technical expertise in network security and administration. Recognized for exceptional problem-solving abilities and effective communication that fosters rapport, enhances company reputation, and drives organizational success. Highly organized with meticulous attention to detail, adept at managing multiple priorities while maintaining professionalism and confidentiality in all interactions.

Overview

9
9
years of professional experience

Work History

Customer Support Tier 1 Analyst

Tria Federal
05.2025 - Current
  • Resolving user access issues, such as new user access, resetting user IDs and passwords, unlocking accounts, addressing system access challenges, and troubleshooting multi-factor authentication (MFA) issues
  • Managing profile updates, including the review and approval or rejection of Identity Management (IDM) and External User Services (EUS) role requests
  • Assisting users with navigating the MTF and IDM portal, addressing inquiries related to applications, reports, files, data exchange and supporting documentation
  • Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk
  • Resolve incoming support requests and inquiries from customers
  • Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods
  • Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution
  • Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed
  • Track incoming support requests from customers using a CMS-approved tool (ServiceNow ticketing system)
  • Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality via NICE CXone phone system
  • Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes
  • Support the development, management and use of customer support scripts
  • Assist with the preparation or maintenance of standard operating procedures and protocols.

Bilingual Tax Support

TaxShield Software
10.2023 - 02.2025
  • Installation and configuration of TaxSlayer and Crosslink Tax Software
  • Process bank enrollment applications (SBTPG, Refundo, Republic, and Refund Advantage) in TaxSlayer ProWeb and Crosslink Tax Software
  • Creation of username and passwords in TaxSlayer ProWeb Software
  • Provide training OF the CRM and tax software for tax professionals
  • Receive inbound telephone calls and emails from tax professionals on tax related questions or concerns and tax software issues and errors
  • Provide high-quality technical support via phone, and email to effectively identify and solve support incidents reported by tax professionals
  • Increased customer satisfaction by 80% through targeted training
  • Present and maintain a calm, empathetic, and professional attitude in high pressure situations
  • Provide excellent customer service and ownership of technical support issues via phone and email including first-call resolution
  • Strive to consistently meet and exceed department goals
  • Installing and/or troubleshooting of signature pads (Topaz and Scriptel) including drivers
  • Installation of tax software via network and troubleshoot network installations
  • Creation of articles in Knowledge Base for customer support to provide tax software assistance to tax professionals
  • Provide customer tax support in Spanish as well as English.
  • Developed comprehensive knowledge of product offerings, enabling efficient identification and resolution of customer concerns.
  • Achieved swift case resolutions by leveraging expert knowledge of product features and functionalities.

Bilingual Quality Call Monitor/Auditor

Hendall Inc.
04.2022 - 06.2023
  • Monitor/audit each assigned interviewer in accordance with CMS and client requirements
  • Live monitoring of interviews and providing active professional coaching and feedback
  • Work closely with supervisors and management to ensure that all interviewers are meeting quality standards
  • Provide training and coaching as needed to both new and experienced interviewers.

Bilingual IT Tax Support

Aston Carter/Aerotek
12.2019 - 05.2023
  • Installation and configuration of uTax tax software
  • Receive inbound telephone calls, chat inquiries, and emails from customers on tax related questions or tax software errors
  • Provide high-quality technical support via phone, email, and live chat to effectively identify and solve support incidents reported by tax professionals
  • Provide excellent customer service and ownership of technical support issues via phone, email, and live chat
  • Increased customer satisfaction by 80% through targeted training
  • Present and maintain a calm, empathetic, and professional attitude in high pressure situations
  • Creation in Seesar platform, issues and ensure issues are fully documented to allow for a seamless escalation to other personnel
  • Monitoring in Seesar platform issues and escalations to ensure problems are handled as expeditiously as possible
  • Use of tax articles in Knowledge Base to assist customers effectively and accurately with tax problems
  • Respond to live chat inquiries promptly and accurately
  • Assist clients in understanding the processes and solutions associated with tax software issues
  • Identify and resolve client issues, and escalate complex cases to the appropriate department
  • Ensure that all interactions are conducted in a professional and empathic manner
  • Ensure quality customer service by documenting and tracking client interactions
  • Enhance the quality of service and the satisfaction of clients by collaborating with your team members.

Remote Bilingual Mortgage Loan Processor

Prosperity Home Mortgage LLC
10.2019 - 07.2021
  • Enter all data on new loans as received into the encompass system as needed for initial submission through the appropriate protocol
  • Responsible for thoroughly examining loan applications, assessing credit standings, and finalizing loan contracts
  • Present loan terms and repayment schedules to loan applicants, ensuring they have a clear understanding of their financial obligations
  • Ensure the accuracy and authenticity of loan applications and closing documents
  • Conduct interviews (Spanish or English) with loan applicants, gathering necessary personal and financial data while offering valuable support in completing loan applications
  • Collect and verify necessary financial documentation, such as bank statements, tax returns, W2, 4506 forms, and 1099 forms to process and complete mortgage loan applications
  • Working with Government (FHA, USDA, VA) and Conventional loans
  • Obtain property documentation to process mortgage loan files, including appraisals, inspections, title searches, site surveys, contracts, and property tax records
  • Assemble and compile essential documents for loan closings, including title abstracts, insurance forms, loan forms, and tax returns
  • Skillfully prepare and type loan applications, closing documents, legal paperwork, letters, forms, government notices, and checks
  • Responsible for ensuring proper compliance and adhering to mortgage industry regulations and standards
  • Consistent follow-up with borrowers regarding loan status and provide over-the-top customer service
  • Maintain an open line of communication with the borrowers, loan originator, underwriter, realtor, and/or builder throughout the entire process assisting each as needed
  • Monitor all incoming mail and documents for verification information on data used to obtain any loan approval
  • Present loan terms and repayment schedules to loan applicants, ensuring they have a clear understanding of their financial obligations
  • Ensure the accuracy and authenticity of loan applications and closing documents
  • Consistent follow-up with borrowers regarding loan status and provide over-the-top customer service
  • Increased customer satisfaction by 80% through targeted training
  • Present and maintain a calm, empathetic, and professional attitude in high pressure situations
  • Notify the closing department of all loans scheduled to close and supply them with the file at least 48 hours prior to the scheduled date
  • Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
  • Prepared file for final clear-to-close by branch management.
  • Received on-going, comprehensive training on home loan products and mortgage process.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Provide customer support in Spanish and English.
  • Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.

Remote Bilingual IT Dispatcher

IT Gurus of Atlanta
09.2018 - 03.2019
  • Assist Sr. International Affairs Executive with hiring Information Technologists in Latin America and Canada
  • Dispatch of IT troubleshoot tickets to all IT technicians/engineers
  • Monitoring of all tickets on the service boards
  • Improve customer service, perception, and satisfaction
  • Communicate (on-going) through ticketing system, live chat, and verbally with all team members regarding IT issues
  • Escalate service requests as needed
  • Perform customer follow-ups to verify final resolution and determine satisfaction level
  • Manage the dispatch process of service requests to ensure full utilization of technical resources
  • Schedule internal and technical teams with regards to priority, service level and resource through the GEPARD ticketing system
  • Lead point person on outstanding customer pre- and post-delivery ticket or service issues and provide status to team and clients.

Remote Bilingual Quality Assurance/Call Monitoring Specialist

United Healthcare, UHG
03.2016 - 01.2018
  • Complete an estimate of 25-50 quality assurance audits per week Knowledge of EMR
  • Plan, prioritize, organize, and complete quality audits to meet and establish time frames
  • Constantly monitoring the member services associates, scoring these monitors, and providing active personal coaching and feedback to the associates
  • Monitor/audit each assigned member service associates in accordance with CMS and client requirements
  • Work with supervisors and management to ensure that all associates are meeting quality standards
  • Provide training and coaching as needed to both new hires and experienced associates
  • Provide mentoring and training to other member service associates
  • Initiate operations improvements to improve overall customer service productivity
  • Email disciplinary audit reports to Supervisor and member services associates for review
  • Mastery of customer service management systems and Quality systems and databases
  • Maintain the ability to meet quality and production standards
  • Assist with member service calls during high volume of calls
  • Manage high call volume with tact and professionalism
  • Maintain Compliance and HIPAA regulations at all times
  • Defuse volatile member/patient situations with empathy, calmly and courteously
  • Accurately document, research, and resolve customer service issues via CMS MARx system
  • Manage customer calls effectively and efficiently in a complex, fast-paced, and challenging customer service environment.

Education

Certificate - Mortgage Loan Origination

Learn Mortgage
Columbus, OH
07.2022

Ph.D. - Psych: General Psychology

Liberty University
Lynchburg, VA
08.2025

Master of Arts - Interdisciplinary studies

Liberty University
Lynchburg, VA
12.2021

Bachelor of Science - Interdisciplinary studies

Liberty University
Lynchburg, VA
01.2020

Certificate - Medical Insurance Specialist (Medical Billing and Coding)

Fortis College
Miami, FL
09.2009

Skills

  • Type 55wpm speed and accuracy
  • Customer Support
  • Fluent Bilingual Communication
  • Proficient with project management software
  • Time Management Skills
  • Conflict Management Skills
  • Software Proficiency
  • Computer Skills
  • Professional Work Ethics
  • Active Listener
  • Observer and Problem Solver
  • Analytical
  • Technical Support
  • Data Entry and management skills
  • Email Management and etiquette
  • Critical thinking
  • Written and verbal communication
  • Stress management
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Complaint handling
  • Escalation management
  • Software troubleshooting
  • Problem-solving
  • Multitasking and organization
  • Active listening
  • Team collaboration
  • Adaptability and flexibility
  • Decision-making
  • Email communication
  • Help desk support
  • Ticket management
  • Data entry
  • Customer response
  • Product knowledge
  • Issue troubleshooting
  • Technical troubleshooting
  • Analytical thinking
  • Conflict resolution
  • Quality assurance
  • Customer relationship management (CRM)
  • Salesforce
  • Live chat support
  • Email management
  • Service ticket management
  • Teamwork and collaboration
  • Attention to detail
  • Reliability
  • Remote technical support
  • Remote customer support
  • Desktop support
  • Friendly and patient
  • Troubleshooting network issues
  • Software installation
  • Task prioritization
  • Network configuration
  • Highly professional and goal setting
  • Customer communication and empathy
  • Hardware and software configuration
  • Online chat support
  • Support services
  • Customer needs assessment
  • Issue and resolution tracking
  • Application installations
  • Software upgrades
  • Training skills

Languages

English
Native or Bilingual
Spanish
Full Professional

Awards

Honorary Award: National Society of Collegiate Scholars, Liberty University Alumni

Timeline

Customer Support Tier 1 Analyst

Tria Federal
05.2025 - Current

Bilingual Tax Support

TaxShield Software
10.2023 - 02.2025

Bilingual Quality Call Monitor/Auditor

Hendall Inc.
04.2022 - 06.2023

Bilingual IT Tax Support

Aston Carter/Aerotek
12.2019 - 05.2023

Remote Bilingual Mortgage Loan Processor

Prosperity Home Mortgage LLC
10.2019 - 07.2021

Remote Bilingual IT Dispatcher

IT Gurus of Atlanta
09.2018 - 03.2019

Remote Bilingual Quality Assurance/Call Monitoring Specialist

United Healthcare, UHG
03.2016 - 01.2018

Certificate - Medical Insurance Specialist (Medical Billing and Coding)

Fortis College

Certificate - Mortgage Loan Origination

Learn Mortgage

Ph.D. - Psych: General Psychology

Liberty University

Master of Arts - Interdisciplinary studies

Liberty University

Bachelor of Science - Interdisciplinary studies

Liberty University

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