Customer Service Support
Resume:
LUIS A. ORTIZ-RODRIGUEZ
Saint Cloud, FL. *****
Cell Phone Number: 407-***-****
Email: **.***.****@*****.***
Professional Summary:
Healthcare Administration Professional with many years of extensive expertise in optimizing healthcare program management and resource allocation in the Federal Government. Proficient in record keeping, training, and conflict resolution, with a proven track record of mentoring and supporting teams in high-pressure environments. Committed to enhancing the delivery of exceptional care to veterans and active-duty personnel through innovative solutions and collaborative efforts.
PROFESSIONAL EXPERIENCE
JETBLUE airways corporation 04/2022- 03/2023
Orlando, FL
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
ORLANDO VA MEDICAL CENTER 09/2014 – 03/2020
Orlando, FL
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
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
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.
●Maintained accurate and up-to-date personnel records for Brigade members.
●Processed personnel actions, including promotions, transfers, leaves, and separations, in compliance with Army regulations.
●Facilitated in-processing and out-processing of military personnel, ensuring all documentation and briefings were completed.
●Tracked leave balances and attendance, adhering to military policies.
●Provided support for HR functions, including recruitment, onboarding, and training processes.
●Conducted regular audits of personnel records to ensure accuracy and compliance with military regulations.
●Entered data into HR systems, generated reports, and provided information for decision-making and reporting.
●Delivered excellent customer service, addressing inquiries and concerns professionally.
●Facilitated and maintained Motor Vehicle Trucks helping with the supplies of the Human Resources Office.
Accomplishments:
●GPA 4.00
Education
Inter American 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
University of Phoenix
Health Care Compliance and Privacy Graduate Certificate
Date of graduation 05/2022
University of Phoenix
Medical Record (Undergraduate)
Date of graduation 11/2024
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
●Strong communication skills
●Excellent time management skills
●Bilingual in English and Spanish
●Strong Skills in Excel, Outlook, Word, PowerPoint, Keynote, Access
●Google Suite Proficient
●WPM 50
●MacOS and Microsoft system proficient
●Mentoring
●Educator
●Team Player
●Patient-centered care
●Ethical judgment
●Adaptability
●Strategic thinking
●Data analysis
●Leadership
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