Sheila Ortiz
Lubbock,TX
Summary
Results-driven assistant manager with a background in customer service. Possess skills in team leadership, conflict resolution, and operational efficiency. Demonstrated ability to create positive customer experiences while managing complex issues. Made significant impact by improving customer satisfaction rates and fostering team collaboration in previous roles.
Overview
10
10
years of professional experience
Work History
Assistant Manager, Customer Service
Texas Tech University
Lubbock, TX
03.2018 - Current
- Provided customer service and assistance to customers in resolving issues and concerns.
- Assisted in the development of new processes to improve customer service efficiency.
- Coordinated with other departments to ensure customer satisfaction.
- Managing over 100+ employees in a 2 floor facility.
- Conducted regular performance reviews with team members to ensure quality standards are met.
- Reviewed billing discrepancies with customers to resolve any payment issues.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Interfaced with vendors regarding product availability or delivery issues.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Department Lead
RC Taylor
Lubbock, TX
08.2014 - 12.2017
- Developed and implemented departmental policies and procedures.
- Monitored employee performance and provided feedback to ensure job expectations were met.
- Conducted regular meetings with staff to review objectives, deadlines and progress towards goals.
- Provided training and guidance to new employees on policies and procedures.
- Analyzed operational trends to identify areas for improvement in efficiency or cost savings.
Education
High School Diploma -
Lubbock High School
Lubbock, TX08-2001
Skills
- Customer service expertise
- Staff Training and Development
- Performance Tracking
- Innovation and Creativity
- Account Management
- Staffing coordination
- Schedule Coordination
- Workflow Management
Timeline
Assistant Manager, Customer Service
Texas Tech University
03.2018 - Current
Department Lead
RC Taylor
08.2014 - 12.2017
High School Diploma -
Lubbock High School