Angel M. Cortijo Ortíz
Villa Carolina,PR
Summary
Results-driven Supervisor with experience steering and directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives.
Overview
17
17
years of professional experience
Work History
Call Center Supervisor
Optum
San Juan, PR
09.2020 - Current
- Built sales forecasts and schedules to reflect desired productivity targets.
- Analyzed customer feedback data to identify trends in customer service issues.
- Developed and monitored key performance indicators to assess team productivity.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored calls for quality assurance purposes.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Delivered constructive call process feedback.
- Coordinated staff schedules to ensure optimal coverage during peak hours.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
PRO Associate
The Home Depot
Carolina, PR
08.2016 - 09.2020
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Provided customer service support for inquiries, complaints, and returns.
- Assisted customers with selecting items and answering questions about products.
Data Processing/Customer Service
Xerox
Guaynabo
01.2014 - 01.2016
- Review and process customer's inquiries and notify customers about changes made to their profiles as requested
- Contact members in order to confirm discrepancies on address updates requested by customers
- Update members profile information following the procedures and policies given by the company
- Meet production goals and quality scores measured weekly
Telemarketer / Customer Service
Atento PR
Caguas
01.2012 - 01.2014
- Develop and maintain excellent relations with new and existing customers resulting in increased levels of customer retention
- Achieved through proactive and reactive communication with customers who have either expressed a wish to cancel their services with us or whose recent account activity indicates that they may be considering cancellation of services
- Identify opportunities to turn dissatisfied customers into happy customers
- Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs
Manager Assistant
Caribbean Restaurants Inc. Burger King
San Juan
01.2008 - 01.2010
- Ensure the delivery on the Customer Promise through managing the daily Operation of the Restaurant
- Manages financial controls, operations, people development, customer service and compliance across shifts for desired restaurant outcomes (i.e., increased sales, profitability and employee retention)
- Full accountability for restaurant operations in the absence of the Restaurant General Manager or Senior Assistant Manager
- Motivates and directs team members and Hourly Shift Coordinators to exceed customer expectations with food and friendly service in clean surroundings
- Enforces compliance with government regulations, Market Policy, employment laws, food safety, National Security Policy, operations and policies and procedures relating to all restaurant activities across shifts
Education
Bachelor’s Degree - Education
Universidad Puerto Rico
Skills
- Outstanding people and communication skills
- Effective interfacing with employees, managers, clients, suppliers, service providers and headquarter staff exceeding socio cultural and educational issues
- Fully bilingual in English and Spanish
- Proficient in MS Excel, MS PowerPoint, MS Word, MS Outlook and web browsing
- Customer service
- Team building
Personal Information
Total Experience: 10 years of progressive experience in the retail industry complying with multiple metrics in a fast paced environment with strict customer service and profitability goals.
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Call Center Supervisor
Optum
09.2020 - Current
PRO Associate
The Home Depot
08.2016 - 09.2020
Data Processing/Customer Service
Xerox
01.2014 - 01.2016
Telemarketer / Customer Service
Atento PR
01.2012 - 01.2014
Manager Assistant
Caribbean Restaurants Inc. Burger King
01.2008 - 01.2010
Bachelor’s Degree - Education
Universidad Puerto Rico