Customer Support Administrative Assistant

●

●LUIS A. ORTIZ-RODRIGUEZ

Saint Cloud, FL. ****1

Cell Phone Number: 407-***-****

Email: **.***.****@*****.***

Summary

Primarily to utilize the skills I have acquired throughout my military career, schooling, and personal experiences to facilitate

and obtain a responsible and challenging archivist position where my work experience will have valuable application and

utilization of my opportunity for advancement.

PROFESSIONAL EXPERIENCE

TMC TRANSPORTATION 04/2023-PRESENT

Des Moises, IA

Supervisor Name: Jeremy Meyer

Supervisor Email: ******.****@********.***

CDL A Truck Driver

●Delivered and picked up loads of various sizes, shapes, weights and dimensions to customers’ locations within various states.

●Drove truck in a safe manner at all times while adhering to safety regulations and company policies.

●Maintained the truck in good operating conditions by following the maintenance schedule as directed by the supervisor.

●Communicated with dispatchers regarding delivery status throughout each trip using available communication methods such as cellular phones or CB radios.

●Followed instructions from dispatch during loading/unloading operations to ensure that cargo is properly secured for transit using various methods such as tarps.

JETBLUE airways corporation 04/2022- 03/2023

Orlando, FL

Supervisor Name: Mark Barreto, Supervisor Customer Support

Supervisor Email: ****.*******@*******.***

Customer Support

●Interchangeably work between answering continuous calls and servicing concurrent digital messages (i.e chat, SMS text, email, etc.) while completing various processes related to flight bookings and assist with general information requests about airline travel on JetBlue

●Provide the JetBlue experience to every customer, every time

●Perform activities including viewing and sitting in front of a computer terminal, navigate and toggle between multiple screens, talk and type at the same time and navigating menus and screens on a computer terminal

●Sell ancillary products through all channels

●Resolve customer service concerns through effective customer service techniques

●Initiate searches for miscellaneous travel-related information on the internet

●Send and receive email correspondence

●Work independently and in a team environment

●Defuse escalated customers situations

●Make determinations on adjusting fares and applying/adjusting earned points

●Research flight information, compensation requests, and specific details regarding company policies and procedures

CANITO TRANSPORTATION

Orlando, FL 03/2020-04/2023

Supervisor Name: Angel Ortiz

Supervisor Phone: 908-***-****

CDL A Truck Driver

●Delivered good to various locations across the state, ensuring timely and safe delivery

●Loaded and unloaded goods from the truck using proper handling techniques.

●Maintained accurate records of deliveries and pickups using logbooks.

●Inspected vehicles before and after trips to ensure they are in good working condition.

●Communicated effectively with dispatchers, customers, and other drivers to ensure smooth operations

ORLANDO VA MEDICAL CENTER 09/2014 – 03/2020

Orlando, FL

Supervisor Name: Taro Jones

Supervisor Phone: 850-***-****

Advance Medical Support Assistant (GS-6)

●Responsible for scheduling and overseeing appointments, canceling, re scheduling patient’s appointments and/ or consults.

●In the absence of Team Coordinator and Supervisory support, Specialty B team members depend and relied upon me for guidance and instruction.

●Performed consult toolbox training as subject matter expert to HAS Supervisor and Team Coordinators.

●Mentored and trained over 20 volunteers, pathways interns, students, and physician residents to all areas of Specialty B services.

●Utilizes expertise, communication techniques and training to reduce consult projects within Specialty B, from originally surpassing 1000 consults that had not been addressed in excess of up to 6 months, to a functional zero with workload no later than day prior.

●Responsible for successfully mentoring and educating full time Medical Support Assistant in VA communication systems to include Vista,CPRS, VetLink and ICB.

●Proven to be a dependable asset to the Specialty B team and OVAMC HAS by providing support in all projects designated by supervisor; to include mass cancellations, last minute cancellations and filling in as needed throughout service in multiple roles.

●Designated as Pseudo PACT clerk serving as first line point of contact for Orthopedics and Podiatry sections, avoiding unnecessary escalation to Team Coordinator and Supervisor.

●Expert in conflict resolution and patient service recovery, increasing patient and team satisfaction.

●Distribute and manage the completion of daily orders and clinical consults

●Enter no-show information, monitor the electronic wait list and monitor inpatient appointments for areas of responsibility.

●Distribute pending consults to providers.

●Forward consults needing discontinuation to the Department AO.

●Ensure encounter forms are completed in order to obtain appropriate workload credit; verifying and updating patient demographics and insurance information.

●Processing all emergency and non-emergency transfers to other VA facilities and local non-VA medical facilities for emergency care.

●Volunteered for special projects on multiple occasions to include the Director’s 50, consult scheduling projects.

VA VET CENTER 08/2013 – 06/2014

Colorado Springs, CO

Supervisor Name: Ausing Wilmarth

Supervisor Phone: 719-***-****

VA Work Study (Not a federal position)

●Acted as administrative assistant for the Colorado Springs Vet Center in the capacity of senior work study providing training and oversight of five (5) other work-study students. I acted independently when the situation warranted and performed at a level well above those in similar positions.

●Consistently displayed sound judgment in the performance of duties, whether in dealings with difficult customers or in handling of sensitive data.

●Dealt with maintenance and organization of several hundred mental health office records for a diverse veteran customer base.

●Delivered outstanding customer service to upwards of 30 clients on a daily basis, some of whom had mental health issues, or were experiencing a great deal of frustration.

●Used available resources to direct individuals to appropriate organizations or resources.

●Rendered assistance to clients and guests in the completion of official VA forms and documents.

●Assisted clients with the use of the Vet Center facilities and its resources. Organized and implemented organizational concepts and applied them within the facility in an effort to ease the administrative burden on full-time staff.

●Used MS Office programs to create correspondence and spreadsheets to assist staff in data capture for reporting purposes.

UNITED STATES ARMY 03/2010– 06/2013

Fort Carson, CO

Supervisor Name: CSM Robert G. Lehtonen

Supervisor Phone: 719-***-****

Brigade Human Resources Clerk

●Provided the necessary support to soldiers and commanders processing and evaluating actions, sighted all strength management, maintained emergency notifications, reviewed personal records, entered and retrieved personal information and recommendations for awards, processed ID cards, supported postal services and ordered office supplies for the office.

●Conducted presentations to human resources staff, commanders and executive leadership groups to the 4th Infantry Division 2nd Brigade Combat Team to increase the soldiers’ workforce and to encourage collaboration and success toward this effort.

●Met with faculty and human resource staff to identify successful strategies that may be beneficial to the brigade missions for the United States Army.

●Engaged all resources, internal and external, in an effort to help soldiers and commanders through networking and collaboration for their success.

Accomplishments:

●Obtained the Physical fitness badge of the United States Army for all years in service.

Education

Inter Americn University Of Puerto Rico

Bachelor of Arts (BS)

Physical Education Teacher

Date of graduation 05/2007

Technical University Of Colorado

Masters of Health Admin (MHA)

Health Care Administration

Date of graduation 06/2014

University of Phoenix

Health Care Informatics Graduate Certificate

Date of graduation 05/2021

Awards

Afghanistan Campaign Medal W / Campaign Star 2nd Award / Army Commendation Medal / Army Achievement Medal / National Defense Service Medal / Global War on Terrorism Service Medal / Army Service Ribbon / Overseas Service Ribbon / NATO Medal / Combat Action Badge.

SKILLS

●CDL A License

●Clean driving record

●Strong communication skills

●Bilingual in Spanish and English

●Experience with loading and unloading goods

●Knowledge of DOT regulations

●Ability to operate various types of trucks and flatbeds

●Excellent time management skills

●Proficient in GPS navigation and electronic logbooks

Contact this candidate