Juan Ortiz
San Diego
Summary
Dynamic Vehicle Support Representative with a proven track record at Teletrac Navman, excelling in customer satisfaction and escalation handling. Recognized for exceptional problem-solving skills and effective communication, driving customer retention and loyalty. Adept at technical support and fostering teamwork, consistently delivering high-quality service and optimizing support processes.
Overview
24
24
years of professional experience
Work History
Vehicle Support Representative
Teletrac Navman
04.2021 - Current
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new techs and customers on installs.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
SoCal Mobile Installs
Self Employed Services
03.2015 - 04.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Vehicle Service Representative
Teletrac Navman
03.2011 - 03.2015
- Maintained productivity and installation standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts at customer’s locations and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Delivered prompt service to prioritize customer needs.
Mobile Electronics Installation Supervisor
Circuit City Stores
03.2001 - 03.2009
- Improved installation efficiency by developing and implementing streamlined processes for the team.
- Actively participated in continuous improvement initiatives, sharing best practices and lessons learned from previous projects with team members.
- Consistently met deadlines through efficient task delegation among team members based on individual strengths and expertise levels.
- Ordered shop materials and scheduling weekly schedules for the team with the allotted hours.
- Resolved client concerns quickly and professionally, resulting in repeat business and referrals from satisfied customers.
- Supervised team of installers and mechanics to complete work on time and to company standards.
Education
Cal State University of San Marcos
San Marcos, CAHigh School Diploma -
Scripps Ranch High School
Scrips RanchSkills
- Customer satisfaction
- Remote support
- Escalation handling
- Call center experience
- Hardware troubleshooting
- Live chat support
- Teamwork and collaboration
- Customer service
- Problem-solving
- Technical support expertise
- Verbal and written communication
- Technical support
Timeline
Vehicle Support Representative
Teletrac Navman
04.2021 - Current
SoCal Mobile Installs
Self Employed Services
03.2015 - 04.2021
Vehicle Service Representative
Teletrac Navman
03.2011 - 03.2015
Mobile Electronics Installation Supervisor
Circuit City Stores
03.2001 - 03.2009
Cal State University of San Marcos
High School Diploma -
Scripps Ranch High School