Aylin Ortiz Flores
Tijuana,BCN
Summary
- Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
- Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
7
7
years of professional experience
Work History
Agent Representative
Vervent
Tijuana, Baja California, Mexico
01.2024 - Current
- Responde to customer inquiries, providing accurate information and resolving issues efficiently.
- Conduct follow-up calls to enhance customer satisfaction and retention rates.
- Collaborate with team members to consistently meet or exceed monthly collection targets.
- Resolve customer complaints effectively, ensuring continued loyalty and repeat business.
- Exhibite high energy and professionalism when dealing with clients and staff.
- Meet customer call guidelines for service levels, handle time and productivity.
Outbound Call Center Agent
Integon
Tijuana, Baja California, Mexico (Remote)
02.2021 - 12.2023
- Managed home insurance services for clients, including policy setup, coverage guidance, and support with claims and renewals, ensuring compliance with industry standards and delivering high-quality customer service.
- Coordinated with third-party insurance providers to verify and manage home insurance policies tied to client mortgage accounts, ensuring compliance with lender requirements and timely documentation.
- Reviewed and processed client insurance documentation to ensure accurate and complete records for mortgage-related policies.
Medical Customer Service Representative
Zventus
Tijuana, Baja California, Mexico (Remote)
04.2020 - 12.2020
- Coordinated appointment scheduling using electronic health record systems to optimize patient flow.
- Facilitated resolution of insurance claims issues, ensuring compliance with policies and procedures.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
Outbound Call Center Agent
Confie Seguros
Tijuana, Baja California, Mexico
01.2020 - 03.2020
- Assisted in processing client accident claims by reviewing submitted documentation to confirm active auto insurance coverage on the date of the incident, ensuring accurate and timely handling of claim-related paperwork.
- Handled customer inquiries regarding denied insurance claims, primarily due to expired policies. Provided clear explanations, addressed complaints efficiently, and ensured a positive client experience through empathetic and solution-oriented communication.
Call Center Representative
CCSI International
Tijuana, Baja California, Mexico
11.2019 - 12.2019
- Assisted clients with scheduling and updating appointments related to personal wellness services, ensuring respectful communication, timely coordination, and a supportive experience tailored to their individual needs.
- Provided support to customers by addressing questions and concerns about various services and current promotions, ensuring clear communication and a positive client experience.
- Coordinated with third-party service providers across multiple locations to align appointment availability with customer schedules, ensuring timely and convenient service delivery.
Customer Service Representative
TELVISTA
Tijuana, Baja California, Mexico
02.2019 - 10.2019
- Managed incoming customer calls, providing assistance and resolving concerns related to their service plans with efficiency and professionalism.
- Provided technical support and solutions for customer internet-related issues, while also assisting clients with inquiries and adjustments to their monthly data plans.
- Ensured each customer received a positive and solution-focused experience by actively guiding them through each call, addressing concerns with empathy and efficiency to resolve issues effectively.
- Supported onboarding efforts for new hires by providing guidance on work procedures and campaign-specific protocols whenever assistance was needed.
Education
No Degree - Psychology
Universidad Humanitas Campus Magno Tijuana.
Tijuana, Baja California, Mexico08-2018
High School Diploma -
Colegio De Estudios Científicos Y Tecnológicos Del Estado De
Tijuana, Baja California, Mexico06-2018
Middle School Degree -
Secundaria General No.69 Ruben Niebla Gonzalez
Tijuana, Baja California, Mexico06-2014
Primary School Diploma -
Chester County Elementary School
Henderson, Tennessee06-2010
Skills
- Training and mentoring
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Problem resolution
- Relationship building
- Computer proficiency
- Task prioritization
- Technical troubleshooting
- Call management
- Patience
- Bilingual
Timeline
Agent Representative
Vervent
01.2024 - Current
Outbound Call Center Agent
Integon
02.2021 - 12.2023
Medical Customer Service Representative
Zventus
04.2020 - 12.2020
Outbound Call Center Agent
Confie Seguros
01.2020 - 03.2020
Call Center Representative
CCSI International
11.2019 - 12.2019
Customer Service Representative
TELVISTA
02.2019 - 10.2019
No Degree - Psychology
Universidad Humanitas Campus Magno Tijuana.
High School Diploma -
Colegio De Estudios Científicos Y Tecnológicos Del Estado De
Middle School Degree -
Secundaria General No.69 Ruben Niebla Gonzalez
Primary School Diploma -
Chester County Elementary School