Andrea Ortiz
@andreaortiz
Bilingual customer experience specialist focused on efficient, empathetic support
MexicoWhat I'm looking for
I am a bilingual customer experience specialist with 2+ years delivering remote support across financial services, logistics, and e-commerce. I handle high-volume inquiries with accuracy, empathy, and efficiency while documenting processes and ensuring compliance.
During a seasonal peak role, I improved customer retention by 20% through conflict-resolution strategies and tailored solutions. I reduced repeat calls by 25% by improving first-contact resolution and cut logistics delays by 30% by coordinating shipments and preparing accurate customs documentation.
I'm detail-oriented, proactive, and highly communicative, collaborating cross-functionally with logistics, tech, and sales teams. I quickly learn SaaS tools and focus on documentation, process improvement, and delivering consistent, high-quality support.
Experience
Work history, roles, and key accomplishments
Volunteer
Youth With a Mission
Jan 2022 - Jan 2024 (2 years)
Supported community programs and assisted with team operations as a volunteer from 2022 to 2024. Contributed to program delivery and cross-team coordination.
Customer Experience Specialist
UMOV Academy
Delivered bilingual remote support for U.S. and Canadian customers via phone and email, de-escalating challenging cases and improving customer retention by 20% during peak season. Documented processes and coordinated with logistics, tech, and sales to ensure first-contact resolution.
Education
Degrees, certifications, and relevant coursework
UMOV Academy
Certificate in Customer Experience, Customer Experience
Enrolled in a Customer Experience Specialist - E-commerce program with expected completion in 2027.
Superior School of Applied Business and Innovation
High School Diploma, Applied Business and Innovation
2014 - 2017
Completed High School Diploma in Applied Business and Innovation from 2014 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Andrea?
You can contact Andrea and 90k+ other talented remote workers on Himalayas.
Message AndreaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
