Lorena Ordaz-Quintero
Moreno Valley
Summary
Customer Service Representative with over 3 years of experience providing exceptional support via phone, live chat, and email in dynamic environments. Demonstrated expertise in efficiently resolving complex customer issues while maintaining professionalism and empathy. Skilled in collaborating with cross-functional teams and managing high ticket volumes using Zendesk. Bilingual in English and Spanish, committed to accuracy and continuous improvement in customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Spokeo
Pasadena
08.2022 - Current
- Provide high-volume support via phone, chat, and email while ensuring professionalism and empathy.
- Resolve technical, account, and system issues using Zendesk and internal tools.
- Collaborate with Engineering and operations teams to escalate bugs and troubleshoot platform issues.
- Manage ticket prioritization in Zendesk, consistently achieving SLA and quality standards.
- Maintain detailed documentation of customer interactions and resolutions for QA purposes.
- Adapt swiftly to frequent changes in systems and workflows in a fast-paced environment.
- Remain calm during high-pressure interactions, ensuring positive outcomes for customers.
Customer Service Representative
Long Beach Medical Weight Control
Long Beach
02.2020 - 07.2022
- Delivered empathetic support in healthcare, assisting patients with inquiries and scheduling.
- Maintained appointment accuracy and confidentiality while coordinating services.
- Handled billing questions and insurance inquiries to facilitate patient understanding.
- Managed office supplies and inventory to ensure seamless clinic operations.
- Served as welcoming first point of contact for in-person and phone interactions.
- Contributed to high levels of customer satisfaction through patient-focused service.
Education
High School Diploma -
Long Beach Polytechnic High School
Long Beach, CA06-2016
Some College (No Degree) - Health Care Administration
California State University, Long Beach
Long Beach, CASkills
- Multichannel support (phone, chat, email)
- Customer operations and escalations
- Healthcare and billing assistance
- Zendesk ticketing and CRM systems
- Cross-functional collaboration
- Technical troubleshooting (intermediate)
- Quality assurance feedback
- High-volume contact center experience
- Empathetic communication
- Attention to detail
- Multitasking across tools
- Bilingual communication (English/Spanish)
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Spokeo
08.2022 - Current
Customer Service Representative
Long Beach Medical Weight Control
02.2020 - 07.2022
High School Diploma -
Long Beach Polytechnic High School
Some College (No Degree) - Health Care Administration
California State University, Long Beach