Summary
Overview
Work History
Education
Skills
Certification
Timeline
References
Training
Disclaimer
PERSONAL BACKGROUND
Generic
Drystel Jane Ortiz

Drystel Jane Ortiz

Cavite

Summary

Dynamic and goal-oriented professional seeking a leadership role within a thriving, growth-focused organization. Proven expertise in management and team oversight, dedicated to enhancing productivity through effective leadership and motivational strategies. Skilled in managing customer interactions and swiftly resolving issues, leveraging strong communication and empathy to cultivate lasting relationships. A consistent record of achieving high customer satisfaction and fostering loyalty underscores a commitment to excellence in service delivery.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Customer Service Representative/Expert Sales Executive

Teleperformance
06.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Participated in training programs to enhance product knowledge and customer service skills.

Store Manager

M&S Pet Supplies and Accessories
04.2021 - 05.2023
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale opening and closing procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Rotated merchandise and displays to feature new products and promotions.

Utility Management Intake Rep.

Legato Health Technologies Philippines, Inc.
01.2021 - 03.2021
  • Responsible for coordinating cases for precertification and prior authorization review.
  • Manages incoming calls or incoming post services claims work. Determines contract and benefit eligibility; provides authorization for inpatient admission, outpatient precertification, prior authorization, and post service requests.
  • Refers cases requiring clinical review to a Nurse reviewer.
  • Responsible for the identification and data entry of referral requests into the UM system in accordance with the plan certificate.
  • Responds to telephone and written inquiries from clients, providers and in-house departments. Conducts clinical screening process.
  • Checks benefits for facility-based treatment.
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

Senior Supervisor

Orient Capital Ventures, Inc. (Sports Betting Company)
07.2012 - 01.2020
  • To manage the day-to-day planning operation to meet with the required service level components, standard and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customers focused staff.
  • Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
  • Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
  • Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
  • Required making decisions on any matters relating to improving revenue generation and customer satisfaction. Emphasizing the “World Class Performance”
  • Communication and being a focal point of dissemination of information from management to team and vice versa.
  • Work closely with team members to solve customer problems. Also needs to understand Staff’s problems and weaknesses
  • Formulate action plans to meet and exceed targets, then evaluate staff’s performance, prepare and send detailed reports regarding the team’s performance to the management team.
  • Review all performance trackers (KPI, Scorecards, Appraisal) and discuss with the management team the corresponding actions to be taken.
  • Assisting Workforce Team on handling Staff’s schedule especially when taking their leave.

Customer Service Assistant (Working Student)

Manila Southern Associates, Inc. (Bills Payment)
11.2007 - 05.2011
  • Receiving and sorting incoming payments by cash and/or check from the customers. Issue receipts, refunds and change.
  • Answered customer questions about product availability and shipment times.
  • Maintained clean and organized work environment to maintain customer safety.
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct.
  • Answering customer’s needs and inquiries.
  • Performs high level of customer service by giving them satisfaction.
  • Resolve customer complaints, guide them and provide relevant information.
  • Greet customers when entering and leaving the store.
  • Track transactions’ balances and report for any discrepancies.

Cashier and Party Host (Working Student)

Golden Arches Development Corp. (McDonald’s)
05.2005 - 09.2007
  • Handle money transactions and issue receipts
  • Communicate with customers in a fast and friendly manner
  • Assemble food to ensure fast service
  • Planning, organizing, personalizing and facilitating birthday parties that deliver a safe, fun and active party for the children. Value packed and hassle-free for the parents.
  • Welcome all party guests with a smile, and review party format and agenda with parents.
  • Organize game or activity to keep guests and children entertained

Education

Bachelor of Science - Hotel and Restaurant Management

Polytechnic University of the Philippines State University
01.2009

Secondary - undefined

Las Piñas East National High School
01.2005

Primary - undefined

Tungkong Mangga Elementary School
01.2001

Skills

  • Team leadership
  • Effective team collaboration
  • Service excellence
  • Client engagement
  • Proficient in active listening
  • Problem-solving skills
  • Computer proficiency

Certification

  • Part of the Top 10 Performers from March to December 2024
  • Top 7 Expert/Advocate of the Year 2024

Timeline

Customer Service Representative/Expert Sales Executive

Teleperformance
06.2023 - Current

Store Manager

M&S Pet Supplies and Accessories
04.2021 - 05.2023

Utility Management Intake Rep.

Legato Health Technologies Philippines, Inc.
01.2021 - 03.2021

Senior Supervisor

Orient Capital Ventures, Inc. (Sports Betting Company)
07.2012 - 01.2020

Customer Service Assistant (Working Student)

Manila Southern Associates, Inc. (Bills Payment)
11.2007 - 05.2011

Cashier and Party Host (Working Student)

Golden Arches Development Corp. (McDonald’s)
05.2005 - 09.2007

Secondary - undefined

Las Piñas East National High School

Primary - undefined

Tungkong Mangga Elementary School

Bachelor of Science - Hotel and Restaurant Management

Polytechnic University of the Philippines State University

References

  • Reynato, Roallos Jr., Operations Manager, 09178513485, Orient Capital Ventures, Inc., RCBC Makati City
  • Monna Mae, Molina, Client Relations Specialist, 09564128614, Mega Sports World, Sta. Ana Manila
  • Roxanne, Gallardo, Account Supervisor, 09178704821, Orient Capital Ventures, Inc., RCBC Makati City, Cash Management Transaction

Training

  • August 17-19, 2018 Problem Solving and Decision Making Time Management and Stress RCBC Tower 1, Training Room Makati City
  • July 25-26, 2018 Coaching Excellence and Delivering Feedback Workshop RCBC Tower 1, Training Room Makati City
  • February 23-24, 2018 First Aid-Basic Life Support (BLS) Training and Fire Safety Awareness Seminar Winford Manila Resort and Casino Function Hall Santa Cruz, Manila
  • November 22, 2017 Mastering Presentation Skills RCBC Tower 1, Training Room Makati City
  • November 10, 2017 Effective Business Writing RCBC Tower 1, Training Room Makati City
  • September 27, 2017 Product Training RCBC Tower 1, Training Room Makati City
  • October 14, 2016 Leadership Effectiveness Advancement Program (LEAP) RCBC Tower 1, Training Room Makati City
  • March 4, 2016 Customer Service Training RCBC Tower 1, Training Room Makati City
  • October 17, 19 and 26, 2013 Excel Level 1 and 2 RCBC Tower 1, Training Room Makati City

Disclaimer

I hereby certify that the information above are true and correct to the best of my knowledge and belief.

PERSONAL BACKGROUND

  • Date of Birth: August 20, 1988
  • Place of Birth: Las Piñas City
  • Gender: Female
  • Civil Status: Married
  • Citizenship: Filipino
  • Height: 5’7”
  • Religion: Christian

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Drystel Jane Ortiz