Victor Ortiz Jr.
Cherry Hill,NJ
Summary
Call Center Supervisor 15+ years. Experienced in customer service. Adept in technical support and problem-solving, enhanced customer satisfaction. Excelled in coaching and quality assurance. Achieved notable improvements in handling escalated customer issues, demonstrating a strong customer service focus and developing talent.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
Pioneer Credit Recovery
04.2009 - Current
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- Managed teams of 6-12 agents
Call Center Agent
Pioneer Credit Recovery
Moorestown, NJ, NJ
04.2008 - 04.2009
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Reduced average handle time with thorough program knowledge and quick problem-solving capabilities.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about their accounts.
- Addressed customer account discrepancies and concerns.
Truck Loader
UPS
10.2007 - 11.2007
- Loaded packages onto UPS trucks
Warehouse Packer
Frito Lay
04.2007 - 07.2007
- Successfully met daily packing quotas while remaining focused on quality control measures throughout each shift.
Education
No Degree - Liberal Arts And General Studies
Camden County College
Blackwood, NJHigh School Diploma -
Cherry Hill High School West
Cherry Hill, NJ06.2006
Skills
- Call Monitoring
- Technical Support
- Problem-Solving
- Multitasking
- Active Listening
- Training Coordination
- Customer service focus
- Coaching and Mentoring
- Quality Assurance
Timeline
Customer Service Supervisor
Pioneer Credit Recovery
04.2009 - Current
Call Center Agent
Pioneer Credit Recovery
04.2008 - 04.2009
Truck Loader
UPS
10.2007 - 11.2007
Warehouse Packer
Frito Lay
04.2007 - 07.2007
No Degree - Liberal Arts And General Studies
Camden County College
High School Diploma -
Cherry Hill High School West
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