Melissa Ortega
AAA Automobile Club of Southern California
CITY_US,STATE_US
9
years of professional experience
4+ years of leadership experience in contact center environments: customer service, disputes, claims, and complaints.
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Work History
Policy Management Group Ins. Specialist- Remote
1 Year 4 Months- Reviewed automobile policy documents for accuracy, ensuring compliance before submission to underwriting department.
- Handled phone and email inquiries from insurance companies to identify and prepare premium quotes and agreements and send renewal quotes to clients.
- Maintained detailed records of all insurance transactions, including payments, renewals, and cancellations.
- Collaborated with internal departments such as underwriting and billing to resolve customer issues quickly.
- Referred insurance products for roadside assistance membership, home insurance, life insurance, and umbrella policies.
- Handled phone and email inquiries from insurance companies, preparing premium quotes and agreements while efficiently sending renewal quotes to clients.
- Evaluated customer feedback in order to improve service quality and overall customer experience.
- Collaborated with internal departments, including underwriting and billing, to swiftly resolve customer issues and enhance service delivery.
Senior/Lead Account Resolution Specialist- Remote
1 Year 9 Months- Managed POD support (account resolution department, escrow department, home preservation department) by providing subject matter expertise and interpreting procedures, leading to improved processes, policies, and customer experience.
- Negotiated repayment plans with customers based on individual circumstances and hardship
- Performed escalation follow-up with customers after the resolution of their issue, ensuring satisfaction with the outcome
- Partner with a centralized complaints function to resolve escalated issues, ensure proper handoffs to the complaints function for proper disposition, and alignment with the enterprise complaints policy
- Researched discrepancies on customer accounts to ensure accurate information is maintained for both Account Resolution department, Customer service department, Home Preservation department.
- Created detailed reports summarizing daily operations and progress towards objectives, identifying potential areas for improvement.
- Partnered with centralized complaints function to resolve escalated issues and ensure proper handoffs for alignment with enterprise complaints policy.
- Support and assist in the administration of servicing teams that receive customer inquiries and issues through a variety of channels.
- Perform complex verbal and written communication skills to handle customer interactions and provide a best-in-class customer experience
- Collaborated with other departments to ensure timely resolution of any outstanding mortgage payments
- Provide direction to mortgage servicing team by developing corrective action plans for account reconciliation and financial projection
- Created detailed reports summarizing daily operations, progress towards objectives, and potential areas of improvement
Account Resolution Specialist III- Remote
2 Years 5 Months- Managed high-volume inbound and outbound calls with delinquent customers to facilitate timely resolutions.
- Executed collection calls and correspondence to solicit payment on overdue account balances.
- Analyzed customer financials for potential solutions to delinquency issues.
- Provided detailed reports to management regarding collection activities.
- Conducted collection calls and correspondence to secure payments on overdue account balances, enhancing recovery efforts.
- Demonstrated ability to stay organized and manage multiple accounts simultaneously.
- Researched customer accounts to identify payment issues.
- Documented client interactions throughout loan origination process to ensure thorough account management.
Operation Specialist
6 Months- Maintained accurate records of alarm system activity to ensure accountability and facilitate quick response.
- Conducted regular maintenance checks on alarm system components to support seamless monitoring operations.
- Reviewed logs for accuracy and completeness, correcting discrepancies to uphold operational integrity.
- Coordinated with local law enforcement agencies when necessary to investigate suspicious activities detected by the alarm system.
- Maintained accurate records of all alarm system activity.
- Coordinated with local law enforcement agencies to investigate suspicious activities detected by the alarm system.
- Reviewed logs regularly for accuracy and completeness; making corrections as necessary .
Case Manager
2 Years 5 Months- Conducted tax research pertaining to financial statement disclosures for major financial transactions.
- Prepared Federal and State returns for consolidated corporations, high net worth individuals, partnerships, and tax-exempt entities involved in providing tax service such as yearly tax computations, advisory on the effect of clients' management decisions.
- Coordinated audits by various taxation authorities, delivering Tax Audit, Tax Investigation, Tax Advisory, and Corporate Tax Compliance services.
- Ensure security from any collection enforcement to prevent levies and garnishments from customer bank accounts
- Handle inbound and outbound calls for past due accounts
- Follow Federal and State laws dealing with debt collection
- Assembled documents and monitored open accounts to identify outstanding debts, facilitating timely collection efforts.
- Present to financials and proof of income to government agency to establish payment plans
- Communicated with clients of varying financial expertise regarding tax filings and information necessary for preparing returns.
Education
Associate in Business Administration
Skills
Claims processing
Customer service
Advanced customer service
Client relationship building
Customer relations
Relationship management
Documentation skills
Data analysis
Microsoft office
Software expertise
Virtual training
Client relations
Insurance operations
Leadership experience
Coaching
Remote communication
Developing team members
Effective communication
Team coaching
Team motivation
Team development
Expert customer service
Well-developed communication skills
Employee development
Self-management
Team involvement
Project management
Section name
- Well-developed communication skills, having the ability to build relationships that strengthen skill set between different functions and different sites.
- Proven ability to coach, motivate and develop team members to generate high results for the company.
- Advanced customer service and relationship management skills.
- Encourage development, self-awareness, and potential within the team to retain and keep team members engaged.
- Leads and develops high performing team members to meet or exceed business goals and/or objectives, while fostering a team atmosphere.
- 4+ years of leadership experience in the following contact center environments: customer service, disputes, claims, and complaints.
Timeline
Policy Management Group Ins. Specialist- Remote
AAA Automobile Club of Southern California
06.2025 - CurrentRead More
Senior/Lead Account Resolution Specialist- Remote
Wells Fargo Home Mortgage
02.2023 - 11.2024Read More
Account Resolution Specialist III- Remote
Wells Fargo Home Mortgage
09.2020 - 02.2023Read More
Operation Specialist
Rapid Response Monitoring
03.2020 - 09.2020Read More
Case Manager
Optima Tax Relief
08.2017 - 01.2020Read More
Cerritos College
Associate in Business Administration
Read More