Bilingual CSR Specializing in Scheduling and Support
Resume:
Maria J. Ortega
*****.*******@*****.***
Professional Summary
Dedicated and detail-oriented bilingual (English/Spanish) Customer Service Representative (CSR) with over 10 years of experience providing exceptional customer service across various industries, including healthcare, legal services, and retail. Skilled in multi-channel communication, scheduling, dispatching, and handling sensitive information. Proficient in Information Technology such as EPIC, Salesforce, and other customer service platforms. Recognized for proactive problem-solving, strong communication, and attention to detail. Committed to driving customer satisfaction, dependable and results-oriented, consistently striving to exceed customer and organizational expectations.
Professional Experience
Pasha Group
Customer Service Coordinator -Contract Position
January 2025 – September 2025
Served as the first-level contact for Pasha Group Scheduling, assisting customers in scheduling appointments to drop off and pick up their vehicles.
Delivered personalized customer service support by actively listening to customers needs and ensuring accurate scheduling to drop off or pick up their vehicles.
Reviewed, Accepted and Approved documents customers provided to ensure proof of ownership and all other documents were in the customers booking in order to schedule customers appointments,
Customer Service Representative
Carenet Health – Remote
January 2023 – April 2024
Served as the first-level contact for UCLA Radiology Scheduling, assisting customers in scheduling appointments for MRI, CT, FL, US, and Mammograms.
Delivered personalized customer support by actively listening to patient needs and ensuring accurate scheduling.
Collaborated with various departments, efficiently dispatching calls and resolving inquiries.
Leveraged Salesforce, Ultipro, LMS, and EPIC to track interactions, ensuring a seamless customer experience and adherence to HIPAA regulations.
Customer Service Representative
Stericycle
October 2021 – January 2023
Handled high volumes of customer inquiries, ensuring first-level issue resolution and escalating more complex issues to the appropriate teams.
Developed strong rapport with customers, enhancing retention through professional and empathetic service.
Coordinated with dispatch teams, using MS Base to streamline call routing and response times.
Customer Service Representative
Robert Half Office Team
October 2019 – March 2021
Acted as the primary point of contact for customers, managing a variety of administrative tasks and providing support to different departments.
Demonstrated attention to detail and multitasking skills by handling customer inquiries, managing office operations, and maintaining accurate records.
Fostered a customer-first environment by independently resolving issues, ensuring prompt and accurate responses.
Receptionist
Reyes Miller Law Office
June 2019 – September 2019
Managed all incoming communications, ensuring that client inquiries were handled professionally and efficiently.
Assisted with legal documentation and docket management, ensuring accuracy and timeliness.
Worked collaboratively with legal teams, clients, and external stakeholders, maintaining high levels of confidentiality.
Customer Service Representative
Future Foam
September 2016 – May 2018
Provided superior service by responding to customer phone and email inquiries regarding product orders, delivery updates, and returns.
Accurately processed customer transactions and maintained detailed records of all interactions.
Worked closely with the operations team to streamline order processing and enhance customer satisfaction.
Manager
Ace Cash Express
March 2015 – May 2015
Delivered high-quality service by educating customers on financial products, completing transactions, and managing store security.
Assisted customers with financial services, including MoneyGram, Bill Pay, and check cashing, while adhering to compliance standards.
Led a small team, driving customer service excellence and ensuring a smooth operational flow.
Education and Certifications
Arlington Career Institute – Arlington, TX
Certification of Completion in Legal Assistant 1999
Cedar Valley College – Lancaster, TX
Certifications of Completion 2006-2007
Medical Terminology
CPT Coding
ICD-9-CM
Medical Billing
Additional Capabilities
Bilingual: Fluent in English and Spanish, communicating clearly across language barriers.
Customer Relationship Management (CRM) Systems: Proficient in Salesforce, EPIC, MS Base, Ultipro, and LMS for managing customer interactions and maintaining accurate records.
Conflict Resolution & De-escalation: Skilled in addressing and resolving customer complaints professionally, maintaining calm under pressure, and de-escalating tense situations.
Active Listening & Empathy: Demonstrated ability to understand customer needs, provide personalized support, and foster trust through empathetic interactions.
Multi-Channel Communication: Adept at handling the phone, email, and in-person interactions professionally and clearly.
Problem-solving & Critical Thinking: Strong ability to think on one’s feet and provide quick, effective solutions to customer issues, enhancing satisfaction and retention.
Time Management & Multi-Tasking: Proven ability to manage multiple tasks and priorities in fast-paced environments, ensuring timely and efficient service.
Team Collaboration & Cross-Functional Communication: Effectively works with internal teams and across departments to ensure a seamless customer experience.
Process Improvement & Workflow Optimization: Continuously seeks ways to improve customer service processes, increasing efficiency and reducing response times.
Attention to Detail & Accuracy: Ensures all customer information, transactions, and data entries are handled precisely and carefully.
Client Retention & Satisfaction: Focused on building strong customer relationships that result in loyalty and repeat business.
Adaptability & Flexibility: Quickly adjusts to new processes, tools, and customer needs, maintaining high performance in dynamic environments.
Legal Document Preparation: Skilled in organizing, reviewing, and handling legal documents for accuracy and compliance.
Healthcare Scheduling & Compliance: Experience with complex healthcare scheduling and HIPAA-compliant information management.
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