Looking for a job

Caleb Ortega

@calebortega

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I resolve dental and medical device support cases across hardware, software, and customer service.

United States

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What I'm looking for

I'm looking for a customer or technical support role where I can own complex cases, troubleshoot hardware and software issues, collaborate across teams, and contribute to compliant, high-quality service improvements.

I've supported customers and providers across healthcare and medical device environments for more than nine years, resolving technical issues while maintaining high-quality service.

At Align Technology, I owned dental and medical device support cases from intake through resolution, diagnosing mechanical, hardware, and software issues for clinics and providers.

I coordinated with engineering, sales, and quality teams, documented issues and safety concerns under QMS standards, and used Salesforce CRM and Microsoft Office for case tracking and reporting. I was frequently recognized for fast turnaround and high-quality troubleshooting.

Previously at Cigna Dental, I supported English- and Spanish-speaking customers and created English training materials for Spanish-speaking representatives, improving assessed proficiency by approximately 25%.

Experience

Work history, roles, and key accomplishments

Associate Support Technician IV

Align Technology

Mar 2021 - Mar 2025 (4 years)

Provided technical support for dental/medical devices, diagnosing mechanical, hardware, and software issues for clinics and providers. Managed full case ownership from intake to resolution, coordinating with engineering, sales, and quality teams.

Salesforce Microsoft Office Troubleshooting Case Management QMS Cross Functional Collaboration Technical Support

Customer Satisfaction Representative I

Align Technology

Feb 2020 - Mar 2021 (1 year 1 month)

Handled a high volume of customer inquiries, helping reduce overall wait times through efficient call handling and issue prioritization. Improved customer experience by implementing customer-focused communication strategies.

Customer Service Communication Skills Call Handling Issue Prioritization Sales Support

Bilingual Customer Satisfaction Representative

Cigna Dental

Oct 2017 - Nov 2019 (2 years 1 month)

Developed English training materials for Spanish-speaking representatives, resulting in an approximate 25% improvement in assessed proficiency. Delivered consistent, high-quality service by applying customer service best practices and empathetic communication.

Bilingual Support Training Material Development Customer Service Communication Skills Spanish English