Yesenia Ortiz
TimelyCare
Melbourne,USA
2
Languages
1
Certification
15
years of professional experience
Professional interpreter with solid background in facilitating effective communication between hearing and Deaf/ Hard-of-Hearing individuals. Skilled in American Sign Language, English and Spanish, adept at navigating diverse settings, and ensuring clarity and comprehension. Strong focus on teamwork, adaptability, and delivering impactful results in fast-paced environments. Known for reliability, empathy, and maintaining high standards in every interaction.
Work History
Freelance ASL Interpreter
1 Year 4 Months- Facilitated clear communication between Deaf and hearing individuals in diverse settings.
- Interpreted complex educational materials for students, enhancing understanding and engagement.
- Collaborated with educators to develop inclusive lesson plans tailored to Deaf students' needs.
- Developed and implemented strategies to improve interpreting accuracy during live events.
Customer Support Coordinator
1 Year 5 Months- Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources
- Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies
- Managed customer inquiries through multiple channels, ensuring timely responses and resolutions for Medical, Psychology and Psychiatry.
- Adhered to company policies, procedures and system documentation requirements.
Medicare Concierge Care Guide
5 Years 6 Months- Assist Medicare members with enrollment into Medicare plan.
- Assist Members with all aspects of their plan, including but not limited to benefits, claims, eligibility and provider inquiries.
- Outreach to vendors and provider offices for matters related to Member Care.
- Assisted with new care guide training as a Learning Lab Coach (LLC)
Customer Service Associate
1 Year 11 Months- Provided accurate and professional service to Customers, adhering to department policies for Individual/Family, Employer Groups and Medicare Members
- Contributed towards meeting departmental performance goals (average speed of answer, service level, abandonment rate)
- Handled incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for closure.
- Provide assistance with customer service walk-in members in a timely and efficient manner.
Technical Area Manager
1 Year 10 Months- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Oversaw the development and implementation of improvements to Networking, Hardware and Educational Software.
- Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
Instructional Technical Support Associate II
1 Year 6 Months- Provided base level IT support to non-technical personnel within the company.
- Installed software, modified and repaired hardware and resolved technical issues.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
Server
1 Year 7 Months- Consistently provided professional, friendly and engaging service.
- Skillfully promoted items on beverage lists and restaurant specials.
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff.
Sales Representative
5 Months- Initiated operations improvements to improve overall call center productivity.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Managed high call volume with tact and professionalism.
Operating Manager/Server
2 Years- Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations.
- Strategically developed effective marketing plans to increase sales and profits while managing costs.
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
FOH Supervisor/Cashier
7 Months- Scheduled and directed staff in daily work assignments to maximize productivity.
- Performed checkouts of servers and bartenders to ensure that all tickets were accounted for.
- Performed restaurant walk-throughs to ensure proper opening and closing procedures.
- Developed and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives.
Education
Bachelor of Science - Strategic Communications
Skills
Advanced ASL and Spanish proficiency
Consecutive interpreting
Simultaneous interpreting
Interpreting ethics
Team interpreting
Deaf culture awareness
Cross-cultural communication
Interpretation accuracy
Certification
- Promethean Guru
- First Aid Certification
- CPR Certification
Languages
Spanish - Fluent
American Sign Language - Fluent
Additional Information
Authorized to work in the US for any employer
Timeline
Freelance ASL Interpreter
American Society for Deaf Children
04.2025 - CurrentRead More
Customer Support Coordinator
TimelyCare
03.2025 - CurrentRead More
Medicare Concierge Care Guide
Oscar Health
09.2019 - 03.2025Read More
Customer Service Associate
Health First
06.2019 - 05.2021Read More
Technical Area Manager
Charter School Associates
08.2017 - 06.2019Read More
Instructional Technical Support Associate II
Charter School Associates
03.2016 - 09.2017Read More
Server
Hurricane Grill & Wings
02.2015 - 09.2016Read More
Sales Representative
Alorica - Cutler
08.2014 - 01.2015Read More
FOH Supervisor/Cashier
Nicholas' Family Restaurant
01.2013 - 08.2013Read More
Operating Manager/Server
Giovanni's Main Street Kitchen
01.2012 - 01.2014Read More
Florida Institute of Technology
Bachelor of Science from Strategic Communications
Read More