Sada Ortiz

I’ve been working in the BPO Industry for the past eight years, as a customer service representative to a Team Manager and, configuring and supporting ERP systems for Human Capital Management. Experienced in Human Resources Systems with a demonstrated background working in the telecommunications industry. Skilled in Data Analysis, Business Development, Employee Training, Talent Acquisition, Project Management and Data Management. With additional experience as an executive administrative assistant, translator/transcriber, social media manager and content creator. Skills Summary: I have a wide range of experience in customer service and KPI’s management. I have knowledge in ERP & CRM systems, I am able to work under pressure and handle multiple responsibilities. I have good commands in Google Sheets and Office applications. I adhere to standards to deliver work and have experience managing social networking. I led a Lean Six Sigma Yellow Belt Project on metrics improvement which gave me a Yellow Belt certification in the field. I also have a Coaching certification to deliver feedback and work in S.M.A.R.T. action plans for improvement. Top Skills: 1. Customer service – Over 8 years of experience. 2. CRM & ERP Systems – 4 years of experience, using Salesforce and Workday. 3. Social Networking – 3 years of experience in managing social network trafficking. 4. Leadership skills – 3 years of experience managing a team and KPI’s performance. 5. Coaching skills – 3 years of experience providing feedback and developing improvement plans. My English Test Scores: – EF SET Certificate English Test (50 min) Score: 77/100 (C2 Level) Customer Support: Maintaining a positive, empathetic, and professional attitude toward customers at all times, responding promptly to customer inquiries, communicating with customers through various channels, and acknowledging and resolving customer complaints. Skills: Email support: 5/5 – 8 years of experience handling inquiries through email. Phone support: 5/5 – 7 years of experience handling inquiries through the phone. Software I know how to use: – Salesforce – Gmail – Avaya – Digital phone software – Big Purple Dot – Workday – Follow Up Boss – Google Suite – Microsoft 360 ERP Systems: Provide support for enterprise-level software/systems including, but not limited to, researching and resolving problems, unexpected results, or process flaws; perform scheduled activities; recommend solutions or alternate methods to meet requirements. Identify, track, monitor, and communicate on project-related issues, scope changes, variances, and contingencies that occur during the course of projects. Develop user procedures, guidelines, and documentation. Train clients on new processes/functionality. Train new system users. Assist in the development of standard reports for ongoing customer needs. Ensure data integrity in systems by running queries and analyzing data, providing support, and team member onboarding, among others.