Fernando Ortiz

Sr. Business Analyst

Objective
9549374494
Experienced customer service representative with over five years of experience in
Fernandojor2000@gmail.com 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.