SORAIYA ORTIZ
Kissimmee
Summary
Offering strong foundation in communication and problem-solving skills in fast-paced customer service environment. Eager to learn and grow in this company. Effective understanding of customer service principles and ability to quickly adapt to new technologies and platforms while maintaining high level of customer satisfaction. Seeking to transition into new field, leveraging these skills to contribute effectively in new role. Ready to develop new skills in the Workforce Management Mentee role.
Overview
4
4
years of professional experience
Work History
Rx Chat Support Representative
Walgreens
01.2024 - Current
- Handle high volumes of secure chat conversations, offering timely and accurate responses regarding medication status, refill requests, and order tracking.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
Registered Pharmacy Technician
Walgreens
04.2023 - Current
- Answer inbound customer service calls and provide professional, compassionate assistance with pharmacy-related concerns
- Manage HIPAA-compliant communication policies
- Utilized advanced computer systems for prescription processing tasks such as inputting orders, updating patient profiles, and insurance claim reviews.
- Mentored new pharmacy technicians during their training period, fostering a supportive team atmosphere focused on delivering quality patient care.
E-commerce Seller
Amazon
10.2024 - 07.2025
- Operated an independent Amazon storefront, handling sourcing, pricing, and product listings
- Managed fulfillment, returns, and customer service independently
- Used data and sales metrics to adjust strategy and grow monthly revenue
- Balanced online business with full-time employment, demonstrating time management and initiative
- Packed, labeled, and shipped products to customers, providing accurate delivery timelines.
- Analyzed customer buying patterns to make informed decisions on merchandising displays and promotional activities.
Call Center Representative
Central Florida Pick & Pay
10.2022 - 10.2024
- Answered high volume of incoming calls using call management systems
- Maintained accurate customer records and account updates
- Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis
- Delivered knowledgeable service for routine questions and escalated issues
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Cashier
DICK'S Sporting Goods
07.2022 - 10.2022
- Greeted customers entering store and responded promptly to customer needs.
- Operated POS systems, processed transactions, and handled returns
- Supported front-end team with stocking, cleaning, and opening/closing procedures
- Delivered outstanding customer service by answering questions and assisting with purchases
- Worked flexible schedule and extra shifts to meet business needs.
Cashier
BurgerFi
11.2021 - 05.2022
- Assisted with dine-in and takeout orders, maintained front counter cleanliness
- Processed payments and ensured accuracy of transactions
- Supported new team members with training on customer service and system use
Education
Associate of Arts - General Studies
Valencia College
Orlando, FL07-2024
High School Diploma - undefined
Tohopekaliga High School
Kissimmee, FL05.2022
Skills
- Performance tracking
- Quick typing
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Team collaboration
- Active listening
- Microsoft office
- Call center experience
- Work prioritization
- Conflict resolution
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
E-commerce Seller
Amazon
10.2024 - 07.2025
Rx Chat Support Representative
Walgreens
01.2024 - Current
Registered Pharmacy Technician
Walgreens
04.2023 - Current
Call Center Representative
Central Florida Pick & Pay
10.2022 - 10.2024
Cashier
DICK'S Sporting Goods
07.2022 - 10.2022
Cashier
BurgerFi
11.2021 - 05.2022
High School Diploma - undefined
Tohopekaliga High School
Associate of Arts - General Studies
Valencia College
Similar Profiles
Abigail BradenAbigail Braden
Store Manager at WalgreensStore Manager at Walgreens
Marie SiminitusMarie Siminitus
Senior Certified Pharmacy Technician at WalgreensSenior Certified Pharmacy Technician at Walgreens
Joseph MarkarianJoseph Markarian
Emerging Store Manager at WalgreensEmerging Store Manager at Walgreens
Claire ZookskiClaire Zookski
Manager, IM Process Enablement at WalgreensManager, IM Process Enablement at Walgreens
Aliany LopezAliany Lopez
Bartender/Server at Miller's Ale HouseBartender/Server at Miller's Ale House