Keila Ortega
Lawrence
Summary
Bilingual customer service representative with expertise in complaint resolution and quality assurance. Focused on enhancing customer satisfaction and operational efficiency through effective communication and teamwork.
Possessing excellent communication skills and positive attitude, always ready to assist customers with their needs. Knowledge of conflict resolution and proficiency in handling customer inquiries and complaints. Capable of building strong customer relationships and ensuring high levels of satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Greater Lawrence Family Health Center
12.2022 - Current
- Resolved complex customer inquiries, enhancing overall satisfaction and loyalty.
- Trained new staff on efficient service protocols and customer engagement techniques.
- Implemented feedback mechanisms to improve service delivery and operational efficiency.
- Collaborated with healthcare providers to streamline patient appointment scheduling processes.
Education
High School Diploma -
Lawrence High School
Lawrence, MASkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Empathy
- Bilingual: English & Spanish
- Team work
Certification
- Medical Customer Service Training - April 21st-expected to be completed by May 21st
Timeline
Senior Customer Service Representative
Greater Lawrence Family Health Center
12.2022 - Current
High School Diploma -
Lawrence High School