Summary
Overview
Work History
Education
Skills
Timeline
Generic

Monica Ortiz

Las Vegas

Summary


Professional logistics coordinator with proven ability to manage and optimize dispatch operations. Adept at coordinating schedules, communicating with technicians, and ensuring timely services. Strong focus on team collaboration and achieving results, reliable and adaptable to changing needs. Skilled in problem-solving, multitasking, and using dispatch software to enhance operational efficiency.

Overview

4
4
years of professional experience

Work History

Dispatcher

URBN Home Services
02.2025 - Current
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with technicians and personnel to coordinate timely services of HVAC & Plumbing requests
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Directed dispatching, routing, and tracking of 12 fleet vehicles.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Managed conflict resolutions with customers, technicians and other personnel to encourage professional relationships and promote respect.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Tracked service appointment progress to identify possible delays and provide real-time updates to customers.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Consistently met performance metrics for call handling, contributing to the overall success of the department.
  • Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.

Customer Service Supervisor

Bumble Breeze
04.2022 - 11.2024
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Managed high call volume while maintaining exceptional quality standards in line with company expectations.
  • Monitored performance metrics to identify areas of improvement and implement necessary changes.
  • Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.

Food Service Supervisor

SUBWAY®Restaurants
12.2020 - 10.2021
  • Kept guest and work areas clean, organized, and sanitized per established standards.
  • Reduced food waste by following proper inventory tracking and storage practices.
  • Ordered new supplies and food to maintain service levels.
  • Boosted employee morale by providing ongoing training, support, and performance feedback to staff members.
  • Monitored food quality and service levels to maximize kitchen and dining area performance.
  • Enhanced overall dining experience by attentively addressing customer concerns or complaints, taking appropriate actions to rectify issues and prevent future occurrences.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
  • Maintained health and food safety standards at all stages, from storage through delivery.

Education

College of Southern Nevada
Las Vegas, NV

Leadership Academy Of Nevada
Las Vegas, NV
05-2022

Skills

  • Service excellence
  • Data entry
  • Decision-making
  • Active listening
  • Attention to detail
  • Stress tolerance
  • Time management
  • Dispatching procedures
  • Prioritizing calls
  • Problem-solving
  • Customer relations
  • Customer relationship management
  • Service coordination
  • Work order management
  • Conflict resolution

Timeline

Dispatcher

URBN Home Services
02.2025 - Current

Customer Service Supervisor

Bumble Breeze
04.2022 - 11.2024

Food Service Supervisor

SUBWAY®Restaurants
12.2020 - 10.2021

College of Southern Nevada

Leadership Academy Of Nevada

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