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    Fernando Ortiz Resume

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    Fernando Ortiz
    Fernando Ortiz is an experienced customer service representative and business analyst seeking a new opportunity. He has over 5 years of experience in customer service roles utilizing CRM systems, resolving conflicts, and escalating customer issues. Ortiz aims to efficiently and effectively satisfy customers using his proven skills and enthusiasm. He is proficient in Zendesk, Kayako, PeopleSoft, Remedy and has experience training others.

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    Fernando Ortiz Resume

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    Fernando Ortiz
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    Fernando Ortiz is an experienced customer service representative and business analyst seeking a new opportunity. He has over 5 years of experience in customer service roles utilizing CRM systems, resolving conflicts, and escalating customer issues. Ortiz aims to efficiently and effectively satisfy customers using his proven skills and enthusiasm. He is proficient in Zendesk, Kayako, PeopleSoft, Remedy and has experience training others.

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    Fernando Ortiz is an experienced customer service representative and business analyst seeking a new opportunity. He has over 5 years of experience in customer service roles utilizing CRM systems, resolving conflicts, and escalating customer issues. Ortiz aims to efficiently and effectively satisfy customers using his proven skills and enthusiasm. He is proficient in Zendesk, Kayako, PeopleSoft, Remedy and has experience training others.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    19 views1 page

    Fernando Ortiz Resume

    Uploaded by

    Fernando Ortiz
    Fernando Ortiz is an experienced customer service representative and business analyst seeking a new opportunity. He has over 5 years of experience in customer service roles utilizing CRM systems, resolving conflicts, and escalating customer issues. Ortiz aims to efficiently and effectively satisfy customers using his proven skills and enthusiasm. He is proficient in Zendesk, Kayako, PeopleSoft, Remedy and has experience training others.

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    Fernando Ortiz

    Sr. Business Analyst

    Objective
    9549374494
    Experienced customer service representative with over five years of experience in
    [email protected] telephone, email, and virtual customer service. Highly familiar with customer relationship
    management (CRM) systems and software, conflict resolution, and customer escalations.
    Plano, TX Excited to use my proven skills and customer enthusiasm to bring customer satisfaction
    https://www.linkedin.com/ efficiently and effectively to all of those I encounter while on the job.
    in/fernando-ortiz-
    b77a1b245/

    Professional Experience
    Skills
    Customer Care Agent 03/2022 – Present
    Zendesk
    Nan Mckay
    Microsoft Office Suite
     Handled 70+daily calls, revolving around new customer sign-ups, retrieving customer
    Bilingual data, researching product information, and canceling services.
    Technical Support  Trained new employees on how to use CRM systems and how to open tickets on
    platforms not limited to Zendesk, Kayako, PeopleSoft & Remedy.
    Sales Support  Provided technical support and troubleshooting for customers that reported system
    outages and issues with functionality of company equipment.
    Customer Care  Escalated customers to appropriate departments for billing issues, complaints, and
    CRM systems customer loyalty rewards while maintaining a calm tone and attitude.

    Email/Chat Support Sales Associate 01/2019 – 05/2021


    Techy
    70 WPM Typist
     Assisted an average of 50 customers each day with finding specialized items & provided
    Resource Management recommendations for custom projects.
     Achieved an average of 110% sales goal each quarter for the department and maintained
    a 97% customer satisfaction survey rating.
    Education  Maintained neat and attractive merchandise aisles and displays to help maximize product
    inventory tracking and purchases.
    U.E Colegio Santo Angel  Tracked inventory for over 10,000 items by validating stock, SKU’s, customer
    Cumana, Venezuela exchanges and returns.
    2012 - 2017
    Lead Cashier 01/2018 – 01/2019
    Tech Point
    Universidad de Oriente
    Cumana, Venezuela
    2017 - 2020  Responsible for daily opening and closing of registers & performing money counts for
    20+ cash drawers.
    The Language College  Maintained thorough knowledge of products, sales, promotions, and holiday discounts to
    Caracas, Venezuela provide customers accurate pricing upon purchasing.
    2017 - 2019  Processed returns, credits, gift cards, and various forms of POS payments for customers
    and employees.
     Implemented new customer service strategies to decrease wait times in customer lines,
    and to improve checkout times during holiday season.

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