ROBERT ORTIZ

Customer Service Representative

HVAC, Plumbing & Electrical Company

• Consistently top performer in Preventative Maintenance sales, exceeding monthly targets and leading the team in agreement closures.
• Drive inside sales by effectively upselling services such as duct cleanings from the office, contributing significantly to company revenue.
• Book the highest number of customer appointments daily with a strong outbound call volume and high conversion rate.
• Trained and trusted to manage U-Haul dealer network operations, including truck inventory tracking, customer rentals and maintaining compliance with U-Haul protocols.
• Handle high-volume inbound calls and make strategic outbound calls to schedule appointments, follow up on service leads, and provide exceptional customer service.
• Manage technician schedules to ensure efficient routing and timely service delivery.
• Oversee and optimize lead generation platforms (e.g., Angi, Thumbtack, Podium, Porch, Yelp) to increase response time and conversion rates.
• Resolve customer concerns with professionalism and empathy, ensuring high satisfaction and repeat business.
• Maintain detailed records of customer interactions, service notes and lead follow-ups using ServiceTitan software for accurate reporting and follow-through.

• Manage all aspects of contractual therapy department within a 120-bed skilled nursing/rehab facility
• Overcome barriers and obstacles to drive revenue and maximize profitability
• Coordinate rehab meetings and prepare reports
• Hire, train, schedule, orient, mentor and manage staff
• Exceed company efficiency standards through proactive management of team productivity, scheduling, PPS, PTO & PRN coverage
• Execute end-of-month closeout processes
• Facilitate all requests and tasks delegated by the Executive Director of Operations
• Handle payroll processing for four facilities and develop clinical programs

• Proficiently assisted patients with activities of daily living under the supervision of a registered nurse
• Utilized strong interpersonal and communication abilities to engage with patients, their families and teammates

• Treated patients under the supervision of state and board-certified physical, occupational and speech therapists