CHRISTINA ORTIZ
Glendale
Summary
Client-focused leader with ten years in client relations and team leadership. Enhanced customer satisfaction through strategic problem-solving and targeted training initiatives. Cultivated strong stakeholder relationships and optimized workflow processes while fostering cohesive teams and implementing process improvements.
Overview
11
11
years of professional experience
Work History
Shift Lead
BC Books Inc.
Phoenix
09.2025 - Current
- Resolved customer complaints with empathy and effective techniques, enhancing customer satisfaction.
- Trained new employees on store procedures and customer service standards, contributing to team performance.
- Welcomed customers, assisting with locating items and suggesting merchandise discreetly.
- Processed transactions accurately using point-of-sale systems to ensure efficiency.
- Executed daily opening and closing duties, ensuring accurate cash drawer balancing and operational readiness.
- Received shipments from vendors, verifying contents against invoices to maintain inventory accuracy.
Caregiver
Family Caregiver
Glendale
07.2024 - 09.2025
- Provided in-home caregiving services to two family members, enhancing their quality of life through personalized care.
- Monitored and documented health status changes, enabling timely interventions and improving overall patient well-being.
- Communicated effectively with healthcare professionals regarding patient needs and updates.
- Supported daily living activities, fostering comfort and independence for individuals under care.
Community Defense Representative
DoorDash
Tempe
05.2023 - 07.2024
- Adjudicated DoorDash partners' access to platform by utilizing multiple resources and adhering to state and local guidelines.
- Escalated cases to specialty teams or leadership to ensure timely resolution within fast-paced workflow.
- Completed cross-training sessions to enhance knowledge and support operational efficiency.
- Contributed to team meetings by discussing performance, strategies, and goals to align team objectives.
Facility Agent
Flow Distribution
Phoenix
01.2023 - 04.2023
- Trained new employees on company procedures and safety protocols to enhance compliance and efficiency.
- Collaborated with team to produce high-quality products while maintaining effective communication.
- Collaborated with production team in fast-paced environment, ensuring high standards of quality.
- Engaged in regular team meetings to provide input on product updates, services, and policy changes.
Client Relations Servicing Team Lead
Rocket Mortgage
Phoenix
06.2021 - 08.2022
- Led a team of 10 or more to enhance communication and organizational efficiency.
- Led team to ensure timely completion of tasks while upholding quality standards.
- Developed training content and communicated process updates through huddles and email to enhance team understanding.
- Conducted regular one-on-one coaching sessions to promote personal development.
- Reviewed completed work for consistency and quality to maintain high standards.
- Earned leadership promotion by consistently delivering strong performance and exceptional customer service.
- Utilized Excel and OneNote for tracking team member goals and productivity.
- Acquired project management experience while fostering strong team relationships.
Client Relations Servicing Specialist/Team Captain
Rocket Mortgage
Phoenix
11.2019 - 06.2021
- Led team in fast-paced telecommunication environment, recognized as top performer for strong leadership and results.
- Provided prompt, knowledgeable solutions for customer loan service inquiries, enhancing overall client satisfaction.
- Resolved client issues by collaborating with multiple internal departments.
- Maintained accurate records of client interactions and transactions to ensure effective follow-up and service continuity.
- Developed training materials and conducted courses to enhance team and client experiences.
Rider Support Agent/SORT Agent/Background Check Specialist/Claims Advocate
Uber Technologies Inc.
Phoenix
05.2015 - 10.2019
- Delivered support to driver partners, riders, and third parties via social media, enhancing user engagement and satisfaction.
- Recognized as a subject matter expert offering peer guidance while achieving top performance status.
- Investigated fraud claims across multiple systems, reported technical issues and bugs to stakeholders for resolution.
- Maintained effective communication skills, ensuring optimal experiences for all involved parties.
- Navigated Excel spreadsheets to ensure compliance with state and city guidelines.
Education
Honors Diploma -
Apollo High School
Glendale, AZ05-2013
Some College (No Degree) -
Glendale Community College
Glendale, AZSkills
- Customer service
- Team leadership
- Quality assurance
- Time management
- Organizational skills
- Issue resolution
- Data tracking
- Document management
- Inventory management
- Multi-tasking
- Effective communication
- Active listening
Timeline
Shift Lead
BC Books Inc.
09.2025 - Current
Caregiver
Family Caregiver
07.2024 - 09.2025
Community Defense Representative
DoorDash
05.2023 - 07.2024
Facility Agent
Flow Distribution
01.2023 - 04.2023
Client Relations Servicing Team Lead
Rocket Mortgage
06.2021 - 08.2022
Client Relations Servicing Specialist/Team Captain
Rocket Mortgage
11.2019 - 06.2021
Rider Support Agent/SORT Agent/Background Check Specialist/Claims Advocate
Uber Technologies Inc.
05.2015 - 10.2019
Honors Diploma -
Apollo High School
Some College (No Degree) -
Glendale Community College