Melony Ortiz
Los Angeles
Summary
Customer-focused Contact Center professional with experience supporting high-volume call environments, managing customer leads, and maintaining accurate data across multiple systems. Adaptable and quick to learn in fast-paced, changing environments, with a strong work ethic and a commitment to developing new skills. Demonstrated leadership potential through coaching support, escalation handling, and contributing to team performance. Eager to grow into a Team Lead role and support operational efficiency and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Contact Center Representative
Trojan Storage
04.2025 - Current
- Handled high-volume inbound and outbound calls, assisting customers with unit rentals, billing inquiries, account updates, and general storage-related questions
- Performed accurate and timely data entry, ensuring customer information, call notes, and account updates were properly documented
- Managed and followed up on customer leads consistently and on time, supporting conversion and customer retention efforts
- Monitored and navigated multiple systems simultaneously (3+ platforms) to access customer records, process requests, and update accounts efficiently
- Demonstrated strong time management and organizational skills, meeting deadlines and maintaining productivity in a fast-paced contact center environment
- Resolved customer concerns using effective problem-solving and de-escalation techniques to maintain high customer satisfaction
- Met performance expectations for call quality, attendance, and adherence to schedules
- Adapted quickly to changing procedures, priorities, and customer needs, maintaining service quality during high call volumes and operational changes
Learning Ambassador
Amazon
09.2022 - 03.2025
- Trained, coached, and onboarded new associates, ensuring adherence to performance standards, safety protocols, and customer service expectations
- Served as a day-to-day point of contact for team members, providing guidance, answering questions, and resolving workflow issues to maintain productivity
- Monitored individual performance and provided real-time feedback and coaching to improve accuracy, efficiency, and quality metrics
- Collaborated with supervisors and leadership to identify skill gaps, reinforce best practices, and support team performance goals
- Assisted with scheduling, task prioritization, and shift coverage to ensure operational continuity during high-volume periods
- Modeled professional communication and conflict-resolution skills when supporting associates, contributing to a positive and respectful team environment
Education
High School Diploma -
IQ Academy of California
Simi Valley, CA06.2019
Skills
- Call Center Operations
- Customer Satisfaction and Quality Focus
- Multi system Navigation
- Time Management
- Attention to Detail
- Coaching and mentoring
- Data Entry and Documentation accuracy
- Work Flow and Task Prioritization
- Adaptability in Fast Paced Environments
Timeline
Contact Center Representative
Trojan Storage
04.2025 - Current
Learning Ambassador
Amazon
09.2022 - 03.2025
High School Diploma -
IQ Academy of California