Miguel Ortega
Gilbert,AZ
Summary
Seeking a position where my extensive experience will be further developed and utilized.
Overview
27
27
years of professional experience
Work History
Customer Service Rep, Customer Pro, Senior Rep
Verizon Wireless
Chandler
10.2008 - 10.2023
- Assist internal & external Spanish / English customers in order to resolve technical or account issues using proper reference tools & desktop applications, handled high repeat customer calls and high risk calls, providing best solutions for customers.
- Analyze problem solve & negotiate with customers in order to achieve “First Call Resolution
- Efficiently handled a variety of complex bilingual incoming calls regarding billing and technical issues
- Used bilingual and administrative skills to respond to and resolve customer’s concerns
- Interact with internal and external customers to ensure first call resolution
- Expert knowledge of all billing and technical support system in organization.
Insurance Tracking Specialist
CSR, Resource Accounting/Countrywide
04.2008 - 10.2008
- Responding to customer inquiries regarding various insurance products
- Following up on customer issues
- Completing necessary documentation and, as necessary, escalating issues to the team leader.
CS Order entry supervisor
Master Lock co
01.2003 - 04.2008
- Responsible for the supervision of a staff of fifteen people within the customer service department
- Assisted in the development of new policies and procedures
- Supervise the correct input of purchase orders into the system
- Assisted in the training of new customer service representatives
- Prepared weekly productivity stats
- Improving customer service based on client feedback through the development of new policies and procedures
- Contact customers regarding any issues in their purchase orders
Teller
Banjercito
11.1996 - 09.2001
- Responsible for providing customers with their temporary car permits to take their vehicle into Mexico
- Responsible for charging any taxes on products taken into Mexico.
Education
Technical Institute of Nogales
Nogales High School
Nogales, AZSkills
- Customer Loyalty
- Statement Billings
- Customer Care
- Customer Rapport
- Knowledge Base
Timeline
Customer Service Rep, Customer Pro, Senior Rep
Verizon Wireless
10.2008 - 10.2023
Insurance Tracking Specialist
CSR, Resource Accounting/Countrywide
04.2008 - 10.2008
CS Order entry supervisor
Master Lock co
01.2003 - 04.2008
Teller
Banjercito
11.1996 - 09.2001
Nogales High School
Technical Institute of Nogales