Brian A. Ortiz
Communications & Customer Relations Professional
Hackensack, US.About
Highly adaptable communications professional with a Master's-level training, blending expertise in public relations, digital strategy, and impactful management. Proven ability to build strong relationships with cross-functional teams and high-level decision-makers, driving operational efficiency and enhancing customer satisfaction across diverse industries including automotive, financial services, and non-profit.
Work
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Summary
Managed customer relations and vehicle logistics for a luxury automotive dealership, ensuring efficient operations and high client satisfaction.
Highlights
Streamlined customer inquiry responses, consistently achieving a 30-minute response time for all client requests.
Calculated precise Out-the-Door pricing for customers, enhancing transparency and building trust in the sales process.
Optimized vehicle viewing and test drive scheduling using CarNow Chat and click-to-call systems, improving operational efficiency and client experience.
Coordinated seamlessly with the Pre-Owned Vehicle Department to ensure timely preparation and staging of vehicles for test drives.
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Summary
Provided comprehensive customer support and managed client data for a financial services company, ensuring accurate information and efficient operations.
Highlights
Managed high-volume inbound and outbound telephone calls, efficiently screening and directing inquiries to appropriate departments.
Scheduled and coordinated client meetings, ensuring smooth logistical arrangements and effective communication.
Maintained and updated customer files within the DealerCenter Customer Relationship Management (CRM) database, ensuring data integrity and accessibility.
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Summary
Developed customized resumes and career documents for diverse clientele, translating work history into compelling professional narratives.
Highlights
Met with clients individually to obtain accurate work history, professional skills, certifications, and educational information for resume development.
Reviewed job descriptions and employment documentation to identify relevant information for targeted resume creation.
Composed chronological, functional, and combination format resumes, tailored to client career objectives and industry standards.
Uploaded, updated, and maintained finished resumes in a central storage drive, ensuring secure and accessible document management.
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Summary
Led technology and career development training programs for diverse clientele, enhancing digital literacy and job readiness skills.
Highlights
Provided individual and small group instruction in Microsoft Word and Excel, improving client proficiency in essential office software.
Conducted mock interviews and assisted clientele in developing effective career strategies for job search success.
Collaborated with Job Development and Case Management departments to facilitate events, including employer recruitment and job fairs.
Assisted clients with the completion of online employment applications, including document uploads and talent assessment tests, streamlining the application process.
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Summary
Managed front office operations and provided comprehensive administrative support, ensuring efficient visitor flow and client satisfaction.
Highlights
Greeted and directed persons entering the establishment, determining purpose of visit and directing them to specific destinations.
Operated multi-line telephone systems to answer, screen, and forward calls, provide information, take messages, and schedule appointments efficiently.
Utilized the Daily Timekeeping System to accurately distribute carfare to clientele, ensuring timely and correct disbursements.
Resolved complaints received from clientele and the general public, maintaining positive relations and enhancing overall satisfaction.
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Summary
Managed staffing schedules and resolved operational issues for 64 sales zones, optimizing workforce deployment and ensuring compliance.
Highlights
Conducted weekly scheduling edits for 64 sales zones, optimizing staff allocation and operational coverage.
Identified and reconciled causes of floor hours overages, leading to improved cost efficiency and resource management.
Addressed and resolved employee absences and other compliance issues, maintaining operational continuity and adherence to policy.
Skills
Communications & Writing
Communications, Writing, Public Relations Writing, Conflict Resolution, Professional Communication, Client Relations.
Digital & Marketing
Digital Media Strategy, Social Media Strategy, Integrated Marketing, Google Analytics, Google Ads.
Software & Systems
MS Office Suite, Mac/PC OS, Kronos Workforce Management Software, Datatel Database, IBM Kenexa Prove It! on Cloud, MySchedule Software, Daily Timekeeping System, Web Integrated System for Employment (WISE), CarNow Chat, DealerCenter CRM.
Administrative & Operations
Database Management, Administrative Support, Small Team Management, Schedule Management, Event Coordination, Typing Speed 65 WPM, Front Desk Operations, Logistics Coordination.