Front Desk Customer Service

YESSENIA ORTIZ

********.***@*******.*** 928-***-****

Professional Experience

Fiserv – Remote

Customer Service Representative

September 2021 – Present

• Manage 90+ inbound customer calls daily in English and Spanish, maintaining a professional and courteous tone

• Process payments, issue refunds, and route calls to appropriate departments efficiently

• Assist customers with account inquiries, order placement, and website navigation

• Maintain detailed records of customer interactions, ensuring data accuracy

• Earned a 99% positive customer satisfaction rating by resolving concerns promptly

• Consistently met quality metrics and call handling targets

UNI Adjusting Group, LLC – Mesa, AZ

Office Administrator / Front Desk Receptionist

January 2018 – June 2021

• Managed front desk operations including greeting clients and handling phone and email inquiries

• Collected and sorted incoming mail and packages for timely internal distribution

• Operated a multiline phone system, routed calls, and took accurate messages

• Scheduled appointments, confirmed meetings, and managed calendars for office staff

• Provided administrative support such as document preparation, scanning, and accurate file management

• Maintained an organized, professional, and welcoming front desk area

Best Western Hotels & Resorts – Yuma, AZ

Front Desk Receptionist

November 2016 – December 2017

• Greeted guests upon arrival and ensured a smooth check-in and check-out process

• Managed guest reservations, inquiries, and handled phone communication professionally

• Provided accurate information about hotel services, local attractions, and amenities

• Processed payments, issued room keys, and managed billing transactions

• Handled guest complaints and special requests promptly, escalating as needed

• Coordinated with housekeeping and maintenance to ensure room readiness

• Maintained a clean and presentable front desk environment at all times

Education

High School Diploma

San Luis High School – San Luis, AZ

Languages

• English – Fluent

• Spanish – Fluent

Key Skills

• Customer Service & Client Support

• Office Administration & Front Desk Operations

• Multi-line Phone Systems

• Data Entry & Record Management

• Scheduling & Calendar Coordination

• Problem Resolution

• Payment Processing & Cash Handling

• Bilingual Communication (English/Spanish)

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