Raymundo Ortiz

Started as a Call Center Agent, assisting customers with everyday banking tasks, including account inquiries, payments, transfers, and financial troubleshooting, ensuring seamless service and operational accuracy. In May 2024, transitioned into a mentoring role, supporting new hires through coaching, performance monitoring, and goal-setting. Provided strategic guidance to enhance team effectiveness, foster skill development, and optimize workflow efficiency, contributing to a high-performance work environment

Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams. Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients. Handled billing escalations, assisted agents with account discrepancies, and provided specialized support to ensure accurate resolutions and workflow efficiency

Managed billing inquiries, refunds, and account adjustments, ensuring accuracy in financial resolutions and policy compliance. Provided strategic customer guidance, identifying upselling opportunities and assisting clients with plan upgrades and bundled servicesto optimize value. Utilized analytical skills to resolve service concerns efficiently.

Managed account adjustments, billing discrepancies, and invoice reviews to ensure accuracy in customer records. Processed documentation, monitored billing statements, and coordinated resolutions for escalated cases. Ensured compliance with company policies while optimizing workflows for efficiency and accuracy in billing operations.

Provided expert assistance in fare inquiries, ticket purchases, scheduling, refunds, and travel policies, ensuring passengers received clear and accurate information. Processed payments securely and efficiently, guiding customers through transactions while maintaining compliance with company protocols. Addressed escalated concerns, including travel disruptions and reimbursement requests, delivering timely resolutions with professionalism and empathy. Maintained a customer-centric approach, fostering positive interactions in a high-paced environment while contributing to operational efficiency and service excellence

Responsible for managing daily operations and guaranteeing that our team met performance standards. I focused on improving efficiency, maintaining compliance, and analyzing data to support better decision-making. My duties included tracking key performance indicators, reviewing operational reports, and coaching team members to achieve their goals. I made sure workflows adhered to regulatory requirements and developed strategies to optimize processes, resolve escalations quickly, and keep team efforts aligned with company objectives. Through these initiatives, I helped drive consistent improvements in performance and operational excellence.