Customer Service & Operations Leader with 20+ Years Experience

Lorene Ortiz

*** ****** ***. *** ****, OH ***** 603-***-**** ******.********@*****.***

Objective

To effectively contribute my knowledge and skills, maximize my potential and become an asset to the success of your organization.

Experience

CUSTOMER SERVICE REPRESENTATIVE FLAGSTAR BANK NOVEMBER 2023 – APRIL 2025

·Answered customers incoming calls (50+/day), emails, and chats

·Answered inquiries regarding escrow, taxes and insurance

·Took payments

PATIENT ACCESS REPRESENTATIVE CATHOLIC MEDICAL CENTER AUGUST 2022 – SEPTEMBER 2023

·Checked patients in/out for appointments, scheduled future appointments

·Interpreter for Spanish speakers

·Completed insurance verifications

·Answered incoming calls and completed outbound calls

CUSTOMER SERVICE ACCOUNT MANAGER MOVERAS LLC AUGUST 2020 – JULY 2022

·Answered incoming calls (40+) and completed outbound calls with product updates

·Researched and ordered parts

·Opened claim tickets and worked with Tech Support regarding claims

·Kept records of accounts and orders

CUSTOMER SERVICE REPRESENTATIVE ALICARE MEDICAL MANAGEMENT JULY 2013 – AUGUST 2020

·Handled all inbound nonclinical calls and clinical lines consistently exceeding metric goals

·Educated callers with appropriate information and directed calls to the appropriate resource

·Supervised clinical staff to maintain service level standards per policy and procedure

·Specialized in Spanish translation calls

·Provided team leadership, training, coaching and mentoring

OPERATIONS SUPERVISOR ON CALL INTERNATIONAL AUGUST 2007 – JULY 2013

·Promoted from Assistant Coordinator to Senior Coordinator to Operations Supervisor

·Handled escalated calls and resolved problems requiring specific attention

·Delivered team coaching and mentoring

·Approved reasonable costs associated with meeting service expectations

·Provided monthly metrics feedback

Education

INTRODUCTION/GENERAL COMPUTER CERTIFICATE NH TECHNICAL SCHOOL, MANCHESTER, NH

COSTMETOLOGY WILFRED ACADEMY, MALDEN, MA

GED EVERETT HIGH SCHOOL, EVERETT, MA

Skills & Abilities

·Bilingual (English/Spanish)

·Microsoft Suite, including Excel

·HP 12C

·MIR, MIQ, CMS

·Case Management Software

·Wisdom, Centramax, MTP Website, Filemaker, JIVA, and NCentaurus

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