Shemita Ortiz
Las Vegas
Summary
Dynamic leader with a strong background in customer service and team management. Proven ability to resolve issues efficiently and create a welcoming environment while ensuring compliance with company standards. Seeking to leverage skills to drive customer engagement and operational excellence.
Overview
6
6
years of professional experience
Work History
Customer Service Lead
Goodwill Industries Of Southern Nevada
Las Vegas
07.2025 - Current
- Supervised daily customer service operations and ensured team compliance with company standards.
- Assisted customers with inquiries and resolved issues to enhance their shopping experience.
- Collaborated with management to implement strategies that improved customer engagement.
- Ensured cleanliness and organization of the sales floor to create a welcoming environment.
- Monitored cash handling procedures for accuracy during transactions at the register.
- Resolved escalated issues from team members or customers in an efficient manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Assistant Team Leader
Clark County Election Department
Las Vegas
01.2020 - Current
- Assisted team leader in managing daily operations, delegating tasks and monitoring performance.
- Provided technical support to team members when needed.
- Utilized problem-solving skills when dealing with difficult situations or customer complaints.
- Provided guidance to team members on various aspects of their job roles.
- Mastered operations in every area of diverse manufacturing facility and directed overall production effectively in absence of team lead.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Coordinated election logistics and managed polling locations for efficient operations.
- Assisted in maintaining accurate voter registration records and databases.
Personal Care Assistant
Paradise Home Care
Las Vegas
02.2023 - 08.2024
- Assisted clients with daily living activities and personal hygiene routines.
- Provided companionship and emotional support to enhance client well-being.
- Monitored client health conditions and reported changes to healthcare professionals.
- Maintained a clean and safe living environment for clients at home.
- Collaborated with families to develop personalized care plans for clients.
- Assisted clients with activities of daily living such as bathing, dressing, grooming and toileting.
- Made beds, swept floors, and sanitized surfaces to support activities of daily living.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Performed housekeeping duties including laundry, vacuuming, dusting, mopping floors and changing bed linens.
- Provided emotional support to clients by listening attentively and engaging them in meaningful conversations.
Sales Associate
Salvation Army Thrift Store
Las Vegas
02.2022 - 02.2023
- Processed transactions accurately using point-of-sale systems and cash handling procedures.
- Assisted customers in locating desired items and provided product information.
- Resolved customer inquiries and complaints with patience and professionalism.
- Organized merchandise displays to enhance shopping experience and accessibility.
- Restocked shelves and managed inventory to ensure product availability and freshness.
- Collaborated with team members to maintain a clean and safe store environment.
- Trained new staff on store operations, customer service, and merchandising standards.
- Participated in community outreach events to promote the store's mission and values.
Education
Associate of Science - Paralegal Studies
Los Angeles Southwest College
Los Angeles, CA06-2008
Skills
- Customer service
- Customer relationship management
- Customer engagement
- Service quality assurance
- Conflict resolution
- Performance monitoring
- Sales reporting
- Team leadership
- Team supervision
- Time management
- Administrative support
- Administrative skills
- Attention to detail
- Guest reception
- POS system operation
- Flexibility
- Communication skills
- Interpersonal skills
Timeline
Customer Service Lead
Goodwill Industries Of Southern Nevada
07.2025 - Current
Personal Care Assistant
Paradise Home Care
02.2023 - 08.2024
Sales Associate
Salvation Army Thrift Store
02.2022 - 02.2023
Assistant Team Leader
Clark County Election Department
01.2020 - Current
Associate of Science - Paralegal Studies
Los Angeles Southwest College