AJ Ortiz

Diagnosed and resolved hardware, software, and network issues across phone, email, chat, and ticketing channels, documented recurring issues for development, and validated system functionality after repairs and updates.

Reviewed KYB documentation and alerts to adjudicate merchant accounts, implemented risk mitigation reducing negative exposure, and developed training on risk/compliance and reporting systems.

Ensured customer data met quality standards by transferring, verifying, and organizing large volumes of numerical data and retrieving records from databases on request.

Adjudicated 200+ loan applications monthly with a 95% average audit score, screened applicants daily, collaborated with cross-functional teams to mitigate suspicious transactions, and offered Spanish translations to expand accessibility.

Acted as subject matter expert providing coaching to borrowers and merchants, resolved escalations, exceeded performance targets, and documented procedures to improve institutional knowledge.

Supervised an 8-person team, resolved escalations, coached staff, and drove month-over-month KPI improvements and client retention through tailored solutions.

Consistently top-3 performer who onboarded clients, presented debt consolidation solutions averaging $9,000 daily, managed 20–25 accounts and coached new employees to produce top performers across branches.

Completed studies in Business Administration at George Brown College focusing on practical business skills and operations.

Studied International Fashion Management at George Brown College with emphasis on fashion business and global market practices.