Joezer Ortega Customer Support Specialist

Customer Care & Tech Specialist II

Brink’s Inc

Dec 2025 - May 2026 (6 months)

Provided technical support via phone and email for U.S. home security systems (panels: IQ, Simon, 2GIG, Honeywell; sensors;
Alarm.com cameras).
Maintained and updated customer records within Salesforce, ensuring account information remained accurate and current.
Managed and prioritized support cases while providing follow-up until resolution.
Coordinated with field technicians and internal departments to schedule service appointments and resolve customer
concerns.
Documented customer interactions, account updates, and service activities in CRM systems.
Managed email communications and maintained organized case

Sales & Booking Expert

IHG Hotels & Resorts

Jun 2024 - Dec 2025 (1 year 7 months)

Handled inbound calls to book hotel reservations across IHG brands, consistently converting 40%+ of calls into confirmed
bookings.
Managed hotel reservations, itinerary changes, cancellations, and date modifications for guests across multiple properties.
Maintained accurate guest records and updated customer profiles within reservation systems.
Coordinated with hotel staff to accommodate special requests and ensure seamless guest experiences.
Documented customer interactions and maintained detailed records of reservations and account updates.
Assisted customers with membership enrollments and room upgrades while providing personalized support.
Managed multiple reservation requests simultaneously while mee

Technical Support Specialist II

OpenPhone

May 2022 - Jun 2024 (2 years 2 months)

Managed and prioritized 50+ daily customer tickets using Zendesk, ensuring timely resolution and adherence to service
deadlines.
Maintained accurate customer records by updating contact information, account details, and assigned phone numbers
within the CRM.
Organized and managed ticket queues based on urgency, age, and business impact to improve workflow efficiency.
Coordinated with Finance and Logistics teams to resolve account-related issues and ensure seamless customer support.
Conducted follow-ups on pending cases, maintaining ownership until final resolution and closure.
Reassigned and escalated cases to appropriate departments while tracking progress and ensuring accountability.
Prepared

Retail & Customer Service Specialist

Walmart

Sep 2019 - May 2022 (2 years 9 months)

Managed customer records, order information, and service requests through internal systems.
Scheduled deliveries and follow-up interactions while coordinating with multiple departments.
Maintained accurate documentation of customer interactions and account updates.
Responded to customer inquiries through phone, email, and chat channels.
Tracked operational data and contributed to daily and weekly reporting.
Conducted research on orders, shipments, and returns to ensure timely issue resolution.

Joezer Ortega

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Joezer Ortega

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Behavioral traits