NICOLE ORTEGA

• Lead cross-functional, multi-channel escalation teams (voice, chat, email) with Tier 2 support operation scope, driving real-time queue strategy, and performance improvements.
• Developed an implemented a comprehensive training program for overnight partner specialist tracking 1800+ merchant actions across nine categories with 100% accuracy.
• Designed and developed LATAM BPO integration tools, generating 58 advocate responses and identifying 38 high potential candidates for mentorship programs.
• Create the AET style guide, standardizing, communication interaction, flows, and humanized support guidelines now serving as a reference across teams.
• Led the audit of 36 knowledge articles collaborating with L&D and MET to improve accuracy, usability, and escalation resolution times.
• Drove cross functional partnerships with MET and L&D teams to align documentation, enhance training content and implement standardized onboarding processes.
• Managed real-time support workflows (SLA, adherence, concurrency standards, FIFO handling) to ensure resolution speed and quality in high volume escalation channels.
• Contributed to team earning #2 in an AET wide KPI competition meeting or exceeding set performance benchmarks.
• Coached and developed team members via structured feedback loops, performance conversations, and growth planning, strengthening specialist capabilities over time.

Selected Contributions:

• Analyzed CSAT metrics, advocate action rates, and quality trends – drove KPI improvements targeting insight utilization, and reducing repeat escalations by 15-20%, contributing to the #2 team ranking across AET.
• Ensured compliance with escalation, documentation, standards, audit, readiness, and PII protocols by implementing a GFORM-based reporting solution.
• Streamline knowledge based navigation with improved bookmarks and documentation systems for BPO advocates.
• Designed mentor-to-sidekick ratio analysis tools to optimize resource allocation.

• Driver for success - consistently meeting or exceeding metrics when it comes to Adherence, ACW, and QA scoring. Results driven and customer focused to provide resolution to each call.
• Collaboration and engagement across teams to foster efficiency, performance expectations, and understanding of workflows to ensure success through Voice Support
• Leader in case calibrations with Senior Leadership present in order to create a better understanding of all the new workflows that come with the role.

• Assess, motivate and empower team members to work to build customer satisfaction and loyalty, to support retention and growth.
• Foster positive employee relationships through communication, training and developmental coaching.
• Coordinated merchandising strategy for assigned area, created and maintained abundant and eye-catching store displays and recommended advertising approaches.
• Allocated resources and organized processes within assigned area of responsibility to drive efficiency and productivity.
• Created and distributed monthly, quarterly and annual reports to management regarding performance.

• Achieved sales goals exceeding $10k daily with 10 direct reports per day and 30 employees on staff.
• Organized 400 hours worth of scheduling, workflows and shift coverage to meet expected business demands.
• Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
• Traveled to open new stores and create their visual merchandising.
• Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
• Enforced company policies and procedures to strengthen operational standards across departments.