Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Melissa C Ortiz

Summary

Results-driven Customer Service Relief Manager with over 17 years of experience leading dynamic teams and delivering exceptional customer experiences. Proven ability to improve service processes, resolve escalated issues efficiently, and drive customer satisfaction. Expertise in team training, performance management, and implementing customer-focused strategies to achieve organizational goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Relief Manager

Yaamava Resort and Casino
04.2022 - Current
  • Lead a team of [number] customer service representatives, ensuring exceptional service delivery across multiple channels
  • Develop and implement customer service policies and procedures
  • Train and mentor staff, fostering a culture of excellence and maintaining team productivity
  • Analyze customer feedback and metrics to identify improvement opportunities
  • Collaborate with other departments to resolve escalated issues and implement effective solutions

Customer Service Supervisor/Players Club Ambassador Direct Supervisor

05.2009 - 04.2022
  • Supervised daily operations of the customer service team, ensuring timely and accurate resolution of [specific tasks]
  • Managed scheduling and workload distribution to meet service level agreements
  • Created and delivered performance reports to senior management, highlighting key insights and trends to increase players’ club enrollments

Customer Service Lead Representative

06.2008 - 05.2009
  • Managed scheduling and workload distribution to meet service level agreements
  • Responsible for promoting and encouraging Club Card membership and Club Card usage, which includes systematically issuing and replacing Club Cards, maintaining Club Card accounts, and handling various related transactions associated with Club Card memberships
  • Assists with promotions and special events, which may include distribution and setup of promotional gift giveaways and monetary gift giveaways such as gift cards
  • Promotional setup and distributions include lifting of up to 25lbs
  • And opening and unpacking boxes
  • Monetary promotional events include handling of large sums, including verifications, counting, and balancing processes

Customer Service Representative

01.2007 - 06.2008
  • Delivered outstanding service to a customer base of [number], achieving a [percentage] satisfaction rating
  • Handled high volumes of inquiries, maintaining quality and efficiency under tight deadlines
  • Documented customer interactions and followed up to ensure issues were resolved effectively
  • Responsible for Club Card membership sign-ups and reprints throughout Casino floor
  • Responsible for picking up trash, pushing in chairs, and engaging with guests through greetings, answering questions, and escorting guests to various locations

Education

High School Diploma -

Skills

  • Strong Communication
  • Problem Solving Abilities
  • Empathy
  • Active Listening skills
  • Conflict Resolution
  • Leadership
  • Adaptability
  • Time Management
  • Reading comprehension
  • Organizational
  • Critical thinking
  • Technical knowledge
  • Patience
  • Resourcefulness
  • Positive attitude
  • Motivational
  • Teamwork and collaboration
  • Computer skills

Certification

  • Certified Customer Experience Professional (CCXP)
  • Customer Service Excellence Certification

Languages

English

Timeline

Customer Service Relief Manager

Yaamava Resort and Casino
04.2022 - Current

Customer Service Supervisor/Players Club Ambassador Direct Supervisor

05.2009 - 04.2022

Customer Service Lead Representative

06.2008 - 05.2009

Customer Service Representative

01.2007 - 06.2008

High School Diploma -

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Melissa C Ortiz