Jessika Ortegana
Boise
Summary
Dedicated bilingual customer service agent with over four years of experience. Proficient in English and Spanish, effectively resolving inquiries and issues. Committed to fostering positive customer relationships through active listening and tailored support. Demonstrated success in handling multiple issues and negative calls while assisting customers with various inquiries.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Amazon Pharmacy
02.2025 - 05.2025
- Proficient helping the customers with different inquiries about their Pharmacy orders, account management, refunds, orders tracking information, insurance claims, rejection, copay information, and more.
- Detail-oriented, with the ability to analyze customer needs and offer tailored solutions.
- Experienced in utilizing CRM systems to manage client interactions and streamline processes effectively.
- Skilled in resolving customer inquiries promptly and efficiently, ensuring high levels of satisfaction and loyalty.
- Proficient in utilizing CRM software to manage customer interactions and maintain detailed records.
Seasonal Warehouse Associate
Amazon
10.2024 - 01.2025
- As a Warehouse Associate participated in different tasks like printing t-shirts, picking, quality check, shipping packages and more.
- Proven ability to operate warehouse equipment safely and efficiently under time constraints.
- Skilled in accurately picking, packing, and shipping products to meet tight deadlines.
- Quick learner who adapts well to new technologies and processes in a fast-paced setting.
Bilingual Agent
Alorica
08.2024 - 10.2024
- Provided customer support in Spanish and English over the phone for incoming calls, for healthcare insurance information to members, provided assistance with appointments and insurance benefits.
- Maintained comprehensive records of all interactions with clients, ensuring efficient follow-up actions were taken when needed.
Bilingual Agent
Foundever
09.2022 - 08.2023
- Dynamic Bilingual Agent with expertise in providing exceptional customer service in fast-paced environments for incoming calls, chats and emails.
- Proficient helping the customers with product inquiries, information and account management, loan information, purchasing power, requirements to be approve for a loan.
- Skilled in conflict resolution, adept at handling and resolving customer complaints efficiently.
- Adept at conducting training sessions for new employees on bilingual communication techniques.
- Committed to fostering positive relationships and enhancing the overall customer experience.
Bilingual Agent
Teleperformance, Nordstrom
11.2021 - 08.2022
- Dynamic Bilingual Agent with expertise in providing exceptional customer service in fast-paced environments, over the phone for incoming calls, emails and live chat.
- Assisted customers with product inquiries, order placement, returns, refunds and account management with a diverse clientele and enhancing customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Skilled in conflict resolution, adept at handling and resolving customer complaints efficiently.
- Demonstrates a proactive approach to identifying opportunities for service improvement and team collaboration.
Pharmacy Assistant
PM Drugstore
02.2019 - 11.2021
- Assisted clients with prescription refills, over-the-counter medication requests, and other healthcare products.
- Verified accuracy of medication orders and data entered into the pharmacy system.
- Maintained inventory records by replenishing shelves with pharmaceutical products.
- Demonstrated ability to provide excellent customer service while handling pharmacy transactions.
- Knowledgeable in pharmaceutical regulations and ensuring compliance with safety standards.
Sales Agent
PPlus Communications
07.2018 - 01.2019
- Served customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and style.
- Provided accurate information about products, prices and services.
Education
High school diploma -
Jose Laurencio Silva
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Maracaibo Institute of Technology
07.2025
Skills
- Proficient in technical skills
- Strong verbal skills
- Rapid skill acquisition
- Proficient in group dynamics
- Cross-cultural understanding
- Active listener
- Interpersonal awareness
Languages
English
Advanced
Spanish
Native
Timeline
Customer Service Agent
Amazon Pharmacy
02.2025 - 05.2025
Seasonal Warehouse Associate
Amazon
10.2024 - 01.2025
Bilingual Agent
Alorica
08.2024 - 10.2024
Bilingual Agent
Foundever
09.2022 - 08.2023
Bilingual Agent
Teleperformance, Nordstrom
11.2021 - 08.2022
Pharmacy Assistant
PM Drugstore
02.2019 - 11.2021
Sales Agent
PPlus Communications
07.2018 - 01.2019
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Maracaibo Institute of Technology
High school diploma -
Jose Laurencio Silva
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