Kenlly Ortiz
Resumen profesional
Responsible and highly qualified person capable of handling any task under stressful situations. Cooperative, open-minded, committed and always ready to acquire more knowledge.
Datos destacados
3
3
years of post-secondary education
9
9
years of professional experience
Experiencia
Insurance Verification QA / Team Leader
Tradebuilder
2024.01 - 2026.04
- Making sure the teams achieve the KPI's set by the client.
- Audit agent's tickets related to patient's eligibility for insurances, making sure there is a correct coverage, and the correct information is on the system company's ´system
- Processing claims regarding the insurances and doing the follow-up.
- Generate QA reports for senior management, identifying trends in performance gaps
- Deliver coaching sessions and workshops based agent's areas of opportunities related to filling out the proper documentation of the interaction and bringing accurate infomartion to customers
Team Leader
IGT Solutions
2022.02 - 2024.01
- Assist the team in the execution of their daily task.
- Elaborate reports and follow-up on the team KPI's.
- Weekly business review with the clients, handling the execution of actions plans for the operations.
- Making sure all departments were aligned in order to achieve the goals set by the clients.
Quality Analyst
Concentrix
2021.01 - 2022.02
- Assessed interpreter performance based on recorded interactions with customers, using Company's QA guideline reports.
- Audited tickets based in HIPPA protocols.
- Delivered data-driven feedback to a team of 45 agents, resulting in a 30 improvement in average quality scores over 2021/2022
Customer Service Representative
OneLink (Concentrix)
2019.01 - 2021.01
- Technical support through tickets, chats and phone calls answering inquiries about the functionality of mobile games.
- Making sure customer got their refunds when needed.
- Solving tech issues or bugs on their mobile games.
Customer Service & Sales
Konecta
2018.01 - 2019.01
- Help customer with inquiries, tech support and cross-selling products.
- Making sure in each call to have the customer get an upgrade on products.
- Verifying the bills, taking payments and doing refunds when needed it.
- Flow of calls B2B.
French & English translator
Freelance
2017.01 - 2024.01
- Translate documents from Spanish to French or English, PDF, Presentations, or live when requested.
- Translating from professional documents to school papers.
Formación
High School - Psycology Undergraduated
Lycée Gabriel Deshayes
2014.01 - 2017.01
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Universidad Católica Luis Amigó
2024.01 - Actual
Enfatiza tus habilidades clave
- Zoho
- Mattermost
- Microsoft Office
- Five9
- Hubspot
- Salesforce
- Google Suite
- Twilio
- Looker
Idiomas
Español
Nativo
C2
Cronología
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Universidad Católica Luis Amigó
2024.01 - Actual
Insurance Verification QA / Team Leader
Tradebuilder
2024.01 - 2026.04
Team Leader
IGT Solutions
2022.02 - 2024.01
Quality Analyst
Concentrix
2021.01 - 2022.02
Customer Service Representative
OneLink (Concentrix)
2019.01 - 2021.01
Customer Service & Sales
Konecta
2018.01 - 2019.01
French & English translator
Freelance
2017.01 - 2024.01
High School - Psycology Undergraduated
Lycée Gabriel Deshayes
2014.01 - 2017.01