Mario H Ortiz
Managements
Tampa,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Finance insurance and management industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
3
3
Languages
1
1
year of post-secondary education
Work History
Moritz LLC(owner)
Edinburg TX
Edinburg, Texas
04.2009 - Current
- Reposition Of Cars
- Manage Accounts on Employees Salaries'
- Manage Company Expenses and Costs
- Customer Disputes
- Prepared reports for management regarding status and progress of recreational activities
- Trained staff members on conducting events and following safety procedures
Member Services Representative
Florida Central Credit Union
Tampa
08.2021 - 06.2023
- Transferring Funds For Members
- Helping Members Make Loan Payments
- Sending Disputes in behalf of members for fraud or Unauthorized transactions
- Sending Payoff Letters and payment Coupons to Members or Companies for Vehicles
- Helping Members With International Weirs and Banking Regulations Knowledge
- Manage over 50 calls pre day
- AHA 94% rate
- Met customer call guidelines for service levels, handle time and productivity
- Cross-trained and backed up other customer service managers
Member Services Representative
Liberty Dental Plan Of Florida
Tampa
11.2019 - 03.2021
- Verify Member Correct information
- Help Members with Benefits Question
- Locate Dental Offices on there area
- Help dental offices with information for patients benefits
- File Dissatisfaction Process for member if need it
- Managed over 75 calls pre day
- Followup cases for dissatisfaction claims
- AHA 95% rate
- Met customer call guidelines for service levels, handle time and productivity
- Followed up with customers about resolved issues to maintain high standards of customer service
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Cross-trained and backed up other customer service managers
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
AARP Member Service Representative
Sykes Enterprises
Tampa
04.2017 - 10.2019
- Ability to communicate in English and Spanish
- Transfer calls to other departments or Programs
- Manage Credit Card payments and refunds
- Responsible to be on time and have 90% or higher in all metrics for this Program
- Manage calls in no more than 4 Min and .30 Secs
- Medicare and United Health Care Insurance Basic Questions
- Fraud Watch Network Service on Elderly Fraud Prevention and Reporting including in Canada Members Of AARP
- Manage over 100 calls pre day
- AHA 96% rate
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands
Restaurant General Manager
CM-W Tampa 1960 LLC
Tampa
11.2013 - 01.2015
- Casher
- Take Orders
- Food Preparation and Quality Supervision
- Store Order To Ensure Product Availability in store for sale
- Administration and Complete Bank Account Transactions
- Machine Use And Maintenance and sales improvement
- Employees Paycheck Delivery as well making sure of correct hours and payment
- Prepare Schedule for all Employees
- Making store policy for co workers as well as protocols for costumer's returns
- Ensure Customer Satisfaction
- Attend business fair's to find new providers and meeting with marketing business
- Meeting with Corporate and Franchise owners to discuss sales and other factors
- Correctly calculated inventory and ordered appropriate supplies
- Reviewed pricing and ordered food ingredients, kitchen appliances, and supplies
- Carefully interviewed, selected, trained, and supervised staff
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations
- Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances
- Identified problems, conducted troubleshooting and sought repair or maintenance support to keep restaurant equipment operational
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties
- Developed, implemented, and managed business plans to promote profitable food and beverage sales
- Analyzed variances and implemented corrective actions to increase average meal checks and customer visits
- Built and leveraged community relationships to drive business and maximize catering programs
Education
Japanese Business Lenguage - Lenguage
NILS Language School
Fukuoka Japan 04.2023 - 03.2024
High School -
El Redentor School Program
Florida United States 08.2017 - 03.2018
Skills
Profit and Loss
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10 staff members.
- Achieved Deficit Reduction to 40% by completing a structural reorganization of business with accuracy and efficiency this will include reorganize sales products promotions marketing strategy and maintaining a budget as well as finding new ways to increase sales to promote a healthy financial surplus for the store
Timeline
Japanese Business Lenguage - Lenguage
NILS Language School
04.2023 - 03.2024
Member Services Representative
Florida Central Credit Union
08.2021 - 06.2023
Member Services Representative
Liberty Dental Plan Of Florida
11.2019 - 03.2021
High School -
El Redentor School Program
08.2017 - 03.2018
AARP Member Service Representative
Sykes Enterprises
04.2017 - 10.2019
Restaurant General Manager
CM-W Tampa 1960 LLC
11.2013 - 01.2015
Moritz LLC(owner)
Edinburg TX
04.2009 - Current
References
Available at Request
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