Customer Service & Operations Leader with 18+ Years Experience
Resume:
Jonathan A. Ortega
*******@*******.***
Qualifications Summary
Energetic and versatile customer service professional with over 18 years of mastering a variety of roles. Expert in developing and maintaining professional relationships. Accomplished in coordinating operations within regulatory environments. Engagement, performance/project management, and communication specialist. Strong ability to grasp new concepts and learn new software quickly. Positive attitude aimed to motivate and inspire others.
Professional Accomplishments
Management and Supervisory Roles
●Manage schedule, payroll, vacation, LOA for teams up to 80 employees.
●Creates process improvement measures, effectively increasing employee engagement and customer satisfaction.
●Responsible for project and operations/fiscal management for all healthcare related environmental services- 6 years.
●Provided extensive project management support/expertise, oversaw project deliverables, monitoring, and scheduling at King Soopers- 6 years.
●Champion for Studer Group- created scripting, coached staff, conducted patient interviews.
●Employee Engagement scores division best at HCA for 2 consecutive years. Created effective new programs to increase engagement.
●Highly skilled in coaching and managing the needs of a team of up to 70 employees. Manage daily- productivity based staffing levels, schedule writing, coaching and disciplinary actions.
●Maintained employee file compliance, department competencies and safety trainings. Created monthly power point presentations measuring performance.
●Maintain safety readiness binder and monthly safety self-inspections to ensure compliance. Manage all Safety Data Sheets, constantly studying purposes, methods and dangers of new chemicals.
●Managed interviewing, onboarding, and records retention with use of specialized technology.
●Ensure compliance of regulatory controls- Joint Commission, DOTS, black light inspections.
●Trusted with special access, opening and closing of facilities.
●Proactively respond to contemporary needs, such as the Covid-19 pandemic.
Financial Management
●Process weekly payroll, reviewing entries, making corrections, inputting special coding, and auditing process for 13 years.
●Lead liaison efforts with vendors to obtain purchasing contracts.
●Negotiate and interpret basic and extended warranty coverage.
●Implemented over 90k cost savings initiatives in healthcare.
●Upsold over 100k in product, equating to notable profit as Fulfillment Associate and Service Advisor.
●Managed Budget and spending for all Environmental Services for 130 bed hospital.
●Managed all purchasing in several different roles.
Specialty Skills
●Driving, inspecting and loading large box trucks- Driver 101 & 102 certified.
●Operates specialty software to properly advise customers on repair and/or product needs.
●Appointed interim director level responsibility as needed in multiple roles for a total of 2 years.
●Perform repair and maintenance of furniture, advising additional product as needed.
●Organize team meetings, create slideshows for presentations. Present achievements and patient satisfaction action plan data to C-suite monthly.
Interpersonal Skills
●Spirited communicator who is adept at establishing trust, as well as motivating and inspiring others to action.
●Volunteer to run booths at community events.
●Manage all recognition programs- planning and scheduling for department celebrations.
●Coordinate and fundraise for charitable opportunities- Heart Walk, Race for the Cure, Light the Night.
Work History
Nov 2021-Present
Service Advisor (Interim Service Manager)
Larry H. Miller
Nov 2018- Nov 2021
Fulfillment Associate
American Furniture Warehouse
May 2017- Nov 2018
Field Ops Manager
ABM
Sept 2013- May 2017
EVS Field Ops Manager (Interim Director)
Sodexo- North Suburban Medical Center
Nov 2011-Sept 2013
EVS Supervisor
Presbyterian St Lukes Hospital
June 2005- Nov 2011
Merchandise Assistant Manager
King Soopers
Education
2005
High School Diploma / Brighton High School
Competencies
Competent in the following systems:
Microsoft Office programs including Excel, PowerPoint, and Outlook, Ordering Platforms, Point of Sale programs, Financial Systems, Time management systems, SharePoint sites
Completed the following training:
Crucial Conversations, Strengths Finders, Spirit of Inclusion, Constructive Counseling, Completing & Controlling Physical Inventory, Ethics in the Workplace, Empathetic Manager
Committee Member:
Patient Perception of Care
Studer Group tactics used to conduct and analyze customer experience surveys, creating action plans with results.
Pleasant visitor experience
Conduct physical safety audits throughout the hospital. Interview visitors to assess areas of confusion or discomfort. Assist in creating action plans with results.
Environment of Care
Physical safety and Joint Commission preparedness.
Regulatory Readiness
Create presentations and data charts to train
nurse managers and non-clinical managers about regulatory requirements.
Leadership Development Institution
Management training/motivational presentations.
Workplace Honors:
Peer recognition program / Larry H. Miller
Recognized by colleagues for outstanding contributions via the STUNNED, and Employee of the Month awards
Peer recognition program / Sodexo- North Suburban Medical Center
Recognized by colleagues for outstanding contributions via the HERO and Studer Group Excellence awards
Peer recognition program / King Soopers
Recognized by colleagues for outstanding contributions via the Associate of the Year award
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