Stephanie Ortiz
Oxnard,CA
Summary
Highly motivated and detail-oriented Operations Manager with 4+ years experience in collections and 8+ years experience in customer service in retail operations and sales. I have proven my ability to successfully manage a strong collections department for Upgrade by demonstrating strong leadership skills, an ability to motivate employees to achieve maximum results, and operating effectively in fast-paced, high-pressure environments. I have been recognized for continuously exemplifying a solid record of accomplishments in meeting and exceeding business targets, cultivating partnerships, and building lasting relationships across all demographics and management levels. I am looking to work in a learning and challenging environment, utilizing my skills and knowledge to the best of my abilities and contribute positively to my personal growth as well as the growth of the organization.
Overview
12
12
years of professional experience
Work History
Operations Manager (Upgrade)
American Recovery Service Incorporated
Thousand Oaks, CA
12.2021 - Current
- Managed the department for the client, Upgrade, specializing in secured and unsecured loans and personal credit lines.
- Analyzed data from daily reports to identify trends in production performance metrics for calls handled, dollars collected per right party contact, adherence, hold times, customer satisfaction surveys, and quality assurance.
- Directed staffing operations through interview processes, candidate selection, onboarding procedures, and training for a core team of 30-35 employees.
- Monitored and improved efficiency of processes, team performance, collections, and customer service.
- Engaged with clients and site partners weekly to present and evaluate performance metrics while formulating strategies to meet collection and KPI objectives.
- Helped build, train, and oversee a debt settlement company and skip tracing team.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Responded to information requests from superiors, providing specific documentation.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Motivated and evaluated personnel for performance improvement and goal achievement.
Collections Team Lead (Upgrade)
American Recovery Service Incorporated
Thousand Oaks, CA
09.2021 - 12.2021
- Collaborated with team members to meet or exceed collection goals.
- Handled customer complaints, disputes, and escalated issues by involving management when required.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Guided employees in handling difficult or complex problems.
- Provided training and coaching to new employees in collections procedures and techniques.
- Assisted with customer requests and answered questions to improve satisfaction.
Customer Service Representative (Upgrade)
American Recovery Service Incorporated
Thousand Oaks, CA
06.2021 - 09.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Performed outbound calls to delinquent customers to secure collections.
Store Manager
Asics
Camarillo, United States
02.2020 - 06.2021
- Achieved being a profitable store by 5% in 2020 by reviewing P&L statements each month with my District Manager.
- Decreased the store's shrink percentage of -0.49% in 2019 to -0.29% in 2020.
- Maintained the highest conversion rate in the West Coast district for 4 months in a row.
- Leading operations for 20 stores in the West Coast district which includes tracking online sales, membership sign ups, and payroll for each store
- Worked closely with District Manager to build the store brand.
Assistant Manager
Asics
Camarillo, United States
05.2018 - 02.2020
- Supported the Store Manager in increasing our quarterly sales revenue by 15%.
- Managed recruiting, interviewing, hiring, and training of a quality core staff of approximately 13-15 associates.
- Efficiently managed payroll for 13-15 employees through ADP weekly by tracking hours used, meal penalties, overtime, vacation, and sick time used.
- Responsible for creating schedules for 13-15 employees 2 weeks in advance.
- Provided training resources in POS, product knowledge, customer service, and sales.
- Addressed employee performance issues and work with Store Manager to design, implement, and administer coaching reports.
- Provided strong service to customers, increasing customer loyalty and ensuring a high rate of repeat customers.
- Leveraged advanced market knowledge and business expertise to seek out continuous improvement opportunities.
- Maintained inventory accuracy for entire store by accurately counting stock-on-hand and reconciling discrepancies.
Team Lead/Keyholder
Asics
Camarillo, United States
05.2015 - 05.2018
- Mentored employees and instructed on management of complicated sales, complex issues, and difficult customers.
- Maximized profit opportunities by effectively managing time and resources to meet sales objectives.
- Stayed on top of changes in company offerings and policies by staying in frequent contact with service, inventory management, loss prevention, and technical personnel.
Sales Associate
Asics
Camarillo, United States
07.2013 - 05.2015
- Cultivated comprehensive understanding of product, service, and company policy to assist coworkers and customers.
- Developed and executed store displays, enhancing sales and growth.
- Responded to incoming telephone calls to deliver information regarding products, services, store hours, policies, and promotions.
Education
Bachelor of Arts - Psychology
California State University Channel Islands
Camarillo, CA05.2020
High School Diploma -
Santa Clara High School
Oxnard, CA05.2014
Skills
- Active listener
- Quick learner
- Reliable
- Punctual
- Strong collaborator
- Excellent communication skills
- Process improvement
- Employee training
- Performance management
- KPI monitoring
- Project management
- Client engagement
- Time management
Timeline
Operations Manager (Upgrade)
American Recovery Service Incorporated
12.2021 - Current
Collections Team Lead (Upgrade)
American Recovery Service Incorporated
09.2021 - 12.2021
Customer Service Representative (Upgrade)
American Recovery Service Incorporated
06.2021 - 09.2021
Store Manager
Asics
02.2020 - 06.2021
Assistant Manager
Asics
05.2018 - 02.2020
Team Lead/Keyholder
Asics
05.2015 - 05.2018
Sales Associate
Asics
07.2013 - 05.2015
Bachelor of Arts - Psychology
California State University Channel Islands
High School Diploma -
Santa Clara High School