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
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