VICTORIA ORTIZ
Summary
Detail-Oriented individual with strong technical skills and the growing ability to adapt and learn new concepts and methods. Has provided customer service for 4-5 years as a sales associate working in retail sales, cashiering, merchandising. Basic computer skills knowledge of computer systems and the operation of word processors, email, and spreadsheets. Experience in working over the phone answer incoming and making outgoing calls to customers. Ambitious Enrollment Specialist with exemplary listening and communication skills. Adept at planning, organizing and facilitating enrollment process. Dedicated to keeping customers happy and maximizing employee participation.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Enrollment Specialist
Americor
05.2023 - Current
- Take inbound Welcome and Strategy calls promptly and efficiently during scheduled shift
- Initiate outbound calls to provide necessary updates to clients, if required
- Respond to client emails and chats within our internal base
- Adhere to internal call scripts when addressing various topic to clients
- Direct clients to appropriate departments or teams when needed
- Identify client needs, clarify information, conduct research and offer solutions
- Utilize persuasive techniques to resell the benefits of the program, emphasizing it's value and advantages
- Employ persuasive communication and effective rebuttals to address client concerns and objections
- Maintain comprehensive records of all conversations using the call center CRM database
- Assist, welcome call coordinators, and retail & affiliate debt consultants in facilitating the client enrollment process
- Ensure adherence to communication procedures, policies, and guidelines during customer interactions
- Assist clients in making modifications to their program, such as drafts, billing updates and Retention
- Actively engage in primary inbound calls when required and assist with additional tasks as needed to maintain service level goals
- Exceed or meet call quotas individually and as part of a team
- Perform additional duties as assigned.
Customer Service Representative
Americor
02.2023 - 05.2023
- Assist customers with questions and complaints
- Also, give customers information and an understanding of our products and services to better serve their needs
- Maintain a positive, empathetic, and professional attitude towards customers always
- Respond promptly to customer inquiries
- Communicate with customers through various channels i.e., phone, email, text, etc
- Acknowledge and resolve customer complaints
- Know our products inside and out so that you can educate and answer customer questions
- Take inbound and make outbound calls
- Ensure customer satisfaction and provide professional customer support.
Customer Service Representative
Fast Expert Arizona
02.2022 - 10.2022
- Manage the home buyer/seller leads
- Introduce and connect home buyers and sellers to the most qualified real estate agent in our network
- Recruit new real estate agents to join our network
- Follow up and ongoing support with home buyers, sellers, and agents to ensure closing
- Communicate through phone calls and email to provide support to home buyers, sellers, and real estate agents
- Ability to make a minimum of thirty-five calls per day or more
- Upload transaction history to agents' profiles
- Organized tasks using Google Calendar
Style Associate/Warehouse Associate/Sales Floor Associate
Target
06.2020 - 08.2021
- Provide high quality customer service
- Replenish over 20-50 boxes of merchandise as it comes in every morning
- Push merchandise to the sales floor while greeting and accommodating customers who are in need of help through the store
- Backstock merchandise into designated areas in the backroom on zebra devices
- Help with truck unload every morning stacking boxed items on to pallets in a safe sufficient order for my safety and the safety of other team members.
Education
High School Diploma - General Studies Coursework in Professional Development
La Joya High School
Avondale, AZ01.2019
Skills
- Self-motivated with excellent time management skills
- Provides high quality customer service
- Attentive listening, empathy
- Communication skills
- Microsoft Office (Word, Excel, PowerPoint)
- Eagerness to grow and learn new concepts
- Decision making, assess a situation determine a solution
- Strong verbal and written communication skills
- Ability to remain calm and professional when customers are stressed or upset
Certification
- Coaching Development Program - September 2023 - October 2023
Timeline
Enrollment Specialist
Americor
05.2023 - Current
Customer Service Representative
Americor
02.2023 - 05.2023
Customer Service Representative
Fast Expert Arizona
02.2022 - 10.2022
Style Associate/Warehouse Associate/Sales Floor Associate
Target
06.2020 - 08.2021
High School Diploma - General Studies Coursework in Professional Development
La Joya High School
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