Richard Ortiz
San Antonio,TX
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Insurance Professional - Sales and Service I (New
USAA
San Antonio, TX
09.2024 - Current
- Secured promotion to Insurance Professional I by maintaining consistent performance
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Recognized by management for providing exceptional member service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Maintained updated knowledge through continuing education and advanced training.
Insurance Professional - Sales and Service II (New/Existing Member Acquisition)
USAA
San Antonio, TX
08.2023 - Current
- Demonstrates and engages members and coworkers while leading with expert knowledge of USAA products and benefits.
- Provides top-notch service to our members, potential members, and coworkers!
- Effectively multitasks with proprietary products and other tools for data entry, financial review, and customer interactions.
- Adhere to all sales practices, risk procedures, and compliance procedures by using all resources and tools available.
- Operates in a contact center environment, which includes navigating multiple systems/programs, engaging customer interaction across multiple channels to serve our customers' needs.
- Identifies customer needs through interactive listening, verbal cues, and sales triggers to provide the best solutions for all our customers.
- Provides training and education to team members.
- Analyzes data to determine the acceptability of member insurance needs.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Insurance Professional - Sales and Service III
USAA
San Antonio, TX
08.2022 - 08.2023
- Property & Casualty Servicing In-Bound Calls, Billing, Underwriting, Retention.
- Oversee members' accounts and ensure no gaps in coverage are exposed.
- Demonstrate exceptional knowledge of acquiring, servicing, and/or retaining products/services, including handling complex files and member complaints, with World Class Service.
- Identify member life events to yield solutions on products and services that meet the member's needs and facilitate the member's financial security.
- Serve as a resource to assist peers with de-escalation methods and other situations in utilizing problem-solving methodology.
- Empathize with members while finding solutions together to make it simple for members to acquire/retain USAA products, with the rising cost of insurance within the insurance industry.
- Analyzes data to determine the acceptability of member insurance needs
- Follow up with members to ensure they are getting the best customer service possible, while meeting their needs!
Front Office Supervisor / Night Auditor Supervisor
DoubleTree by Hilton
San Antonio, TX
03.2021 - 08.2022
- Responsibilities as a Front Office Supervisor include overseeing all employees in multiple departments for day-to-day operations, whether it is daytime or evening.
- Ensure the highest level of hospitality is provided to all guests.
- Resolve guest/customer complaints problems quickly and efficiently to maintain a high level of customer satisfaction and quality service, and build solid relationships with all internal departments.
- File and submit monthly Texas tax exemption forms, weekly payroll, all hotel purchase invoices, and Front Desk Snack Shop inventory.
- Generate hotel revenue by using sales techniques to sell room nights, increase occupancy, and revenue.
- Allocate rooms to expected arrivals after assuring the guest preferences and special requests.
- Handling bookkeeping, auditing, and account reconciliation.
- Facilitated smooth onboarding through effective mentorship for new team members
Front Desk Agent /Night Auditor
DoubleTree by Hilton
San Antonio, TX
09.2018 - 03.2021
- Offer guests information about dining options, entertainment, and shopping activities.
- Provided outstanding customer service to guests, customers, and staff.
- Welcomed guests and customers on arrival, fostering rapport and retention.
- Calculated billings and posted charges to room accounts.
- Audited charges with guests at checkout.
- Used internal software to process reservations, check-ins, and check-outs.
Laundry Attendant
DoubleTree by Hilton
San Antonio, TX
08.2017 - 09.2018
- Operated traditional and computer-operated washers and dryers while observing all safety protocols.
- Enhanced productivity by pinpointing problem areas
- Assisted housekeepers by preparing bedding for swift cleaning
- Collected soiled tablecloths, napkins, and draperies after significant events.
- Attend to all guest requests with replenished in-room amenities and fresh linens.
- Applied pre-treatment solutions to fabric stains
Housekeeper
Hampton Inn & Suites by Hilton
San Antonio, TX
05.2017 - 08.2017
- Cleaned and stocked guest rooms by replacing used towels and linens, vacuuming floors, making beds, and restocking bathroom items.
- Removed linens for regular maintenance and stain pre-treatment
- Performed regular cleaning tasks in common areas including elevators and restrooms.
- Facilitated orientation for incoming staff on procedures
Fashion Consultant
AGACI Store
San Antonio, TX
05.2016 - 05.2017
- Performed various sales transactions, checked invoices, prepared special orders, and delivered correct merchandise.
- Personally assigned to handpick clothing and shoes for a local news anchor to advertise on the Univision Television Network.
- Increased brand sales by seizing upselling opportunities for clothing items, shoes, and accessories
- Facilitated organization of new fashion trends sourced from warehouse during nocturnal shifts
- Drove brand awareness by organizing display setups and assisting in merchandising.
Drive Thru Cashier
Whataburger Restaurants LLC
San Antonio, TX
06.2014 - 04.2016
- Outgoing and friendly, while demonstrating a positive attitude daily.
- Promoted excellent service quality by maintaining professional and transparent communication
- Obtained orders at the drive-thru or front counter, and accurately processed payments to provide guests with excellent service.
- Organized freezers, refrigerators, and storage rooms by receiving, recording, and moving food and beverage supplies and products.
Education
High School Diploma -
Breckenridge High School
San Antonio, TX06-2016
Skills
- Self-motivated, detail-oriented
- Strong Leadership Skills
- Time Management
- Excellent communication skills
- Expert in Product Knowledge
- Certified Training Specialist
- Written Communication
- Problem-Solving
Certification
- Property & Casualty Insurance Certification (Licensed in all 50 U.S States)
Accomplishments
USAA Made For Excellence March 2023 - recgonized for excellence and outstanding performance while engaging in team contributions.
Timeline
Insurance Professional - Sales and Service I (New
USAA
09.2024 - Current
Insurance Professional - Sales and Service II (New/Existing Member Acquisition)
USAA
08.2023 - Current
Insurance Professional - Sales and Service III
USAA
08.2022 - 08.2023
Front Office Supervisor / Night Auditor Supervisor
DoubleTree by Hilton
03.2021 - 08.2022
Front Desk Agent /Night Auditor
DoubleTree by Hilton
09.2018 - 03.2021
Laundry Attendant
DoubleTree by Hilton
08.2017 - 09.2018
Housekeeper
Hampton Inn & Suites by Hilton
05.2017 - 08.2017
Fashion Consultant
AGACI Store
05.2016 - 05.2017
Drive Thru Cashier
Whataburger Restaurants LLC
06.2014 - 04.2016
High School Diploma -
Breckenridge High School
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