Dispute Resolution Lead
Resume:
RICHARD P. ORTIZ
***** ****** **. ******** **, **164 - *******@*****.*** - 619-***-****
PROFESSIONAL SUMMARY:
A diversified individual that demonstrates a methodical work ethic with a detail-oriented approach using multiple programs and software while adhering to compressed timelines. Superior analytical, troubleshooting, and problem-solving skills are strategically organized to complete technical assignments and team-comprised projects.
PROFESSIONAL EXPERIENCE
I-66 Express Mobility Partners, Manassas, VA Jul 2023-Present
Dispute Resolution Lead
Utilized the Customer Relationship Management tool (CBO) to actively manage customer contacts, violation notices, and associated plates.
Used CBO to create, review, and resolve cases, also reviewed account notes and payment-related information to help assist with the resolution of customer disputes and/or escalations.
Utilized Power BI application to research and understand the transaction and trip data received from the roadside to validate why vehicles receive their toll amount either by EZ-Pass or by notice violation.
Researched and resolved customer disputes by using established procedures and guidelines.
Contacted customers by phone, and email, to communicate the status of submitted disputes.
Tracked and closed cases as information was provided and/or the period to resolve the case has ended.
Sent toll corrections for adjustments that were made based on findings from customer disputes.
Provided a monthly report on the number of disputes, received, and types of disputes, including adjustments made based on dispute resolution.
Reported issues observed with the system and customer accounts to management immediately.
Navy Federal Credit Union, Winchester, VA Jul 2021-Jul 2023
Fraud and Digital Member Service Representative
Provided member service call resolution via phone or other media.
Protected and verified the identity of the caller by reviewing account information for alerts and account irregularities.
Took action and responded to situations and patterns of activity indicating potential fraud or abuse.
Complied with federal and other regulations relating to financial products and services.
Analyzed, researched and resolved problems and discrepancies related to member accounts.
Initiated fee adjustments as necessary within scope of authority.
Performed other duties as assigned.
Signal Financial Federal Credit Union, Ashburn, VA Jul 2019-May 2021
Member Relationship Advisor
Served as a concierge in a progressive and innovative environment.
Provided account servicing to include processing account transactions.
Handled general account maintenance functions.
Cross-sold additional products and services after identifying the appropriate need.
Participated in making outbound calls involving account maintenance follow-up.
Cross-sold marketing campaigns.
Educated members on Credit Union self-service technology: online banking, bill pay, remote deposit, debit card, mobile app, and e-statements.
Bank of America, Manassas, VA Oct 2018–Jul 2019
Loan Officer
Interviewed prospective loan applicants to determine eligibility and conducted a screening for approval.
Generated a profound financial spreadsheet and/or matrix upon loan review and approval.
Coordinated small conferences and meetings to explain a variety of financial products and services available to both the client and financial branch.
Managed applicants expectations in relation to interest rates and closing dates.
Maintained constant communication with all departments on updates, changes, and required documents.
Reviewed all loan applications and documents for accuracy and completeness.
Oversaw the entire mortgage process: application, underwriting, and the overall foundation of loan closing.
Capital One Bank, McLean, VA Jul 2009–Aug 2018
Teller Manager
Provided excellent customer service and adhered to every customer’s financial needs.
Increased revenue by promoting financial products and services by 50%.
Balanced and replenished the ATM on a weekly basis.
Utilized innovative customer service ideas to gain new business for the bank and meet the overall branch goal.
Managed vaults, a large teller team, and conducted monthly audits.
Coached, trained, and evaluated new hires.
MILITARY EXPERIENCE
United States Marine Corps Feb 1998-Feb 2005
Traffic Management Operations Specialist
Developed plans, policies, and procedures for the movement of individuals and groups based on a variety of entitlements and agency plans and policies.
Implemented programs and determined the best methods of program improvement through detailed analysis of passenger transportation.
Encompassed broad transportation responsibilities.
Used numerous Federal, DOD and service regulations, including the Defense Transportation System (DTS) for commercial modes of transportation, and distribution for logistical functions to enable optimal selection and procurement of commercial and government-operated land, air, and water transportation services.
Processed inbound and outbound cargo, including the redistribution of cargo.
Supervised inbound cargo.
Supervised In-Transit Visibility (ITV) of cargo.
Processed tracer action.
Conducted container inventory, and container stuffing.
Performed systems administration functions for the Automated Information Systems.
Managed civilian employees.
Conducted Base/Installation scale operations.
Managed distribution operations.
Processed claims.
EDUCATION
Northern Virginia Community College, Sterling, Virginia May 2024
Associates in Business Administration
Northern Virginia Community College, Sterling, Virginia Dec 2022
Business Information Technology
Career Studies Certificate
Certificate in Information Technology
Comptia Network Plus
KEY SKILLS AND EXPERTISE
Native Spanish speaker
Exceptional customer service
Microsoft Word, Excel, PowerPoint, and Outlook
Active Directory
Symitar
Meridian Link
Sales Force
Adobe Acrobat
PROFESSIONAL AWARDS AND RECOGNITION
Lead the Way Third Quarter Excellence Award
Employee of the Month
On the Spot Executive Award
Service Medal of Good Conduct
Overseas Medal of Service
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