Misael Ortiz

Bilingual professional (Spanish/English C1) with 6+ years of experience in customer service, technical support, patient coordination, and administrative scheduling across healthcare, telecommunications, and pest control industries. Currently transitioning into Data Analytics and Business Intelligence, with hands-on experience in SQL Server, MySQL, and Power BI, and a certification in Database Administration. Strong track record of managing multi-location operations, maintaining HIPAA-compliant records, and resolving client issues efficiently while communicating clearly across diverse teams.

Front Desk Staff at PedCare (2025-08 – Present)

Via Magante MSO, LLC. Healthcare sector.

• Manage scheduling and appointment coordination for a Texas-based pediatric clinic operating across four locations (Mesquite, Sunnyvale, Garland, and Richardson).
• Maintain electronic health records with a focus on accuracy, confidentiality, and HIPAA compliance.
• Serve as the first point of contact for patients and families, handling intake, rescheduling, and follow-up calls across multiple queues.
• Coordinate with clinical staff across sites to keep provider calendars balanced and reduce scheduling conflicts.
• Apply strong attention to detail and bilingual communication to support a fully remote, U.S.-based healthcare operation.

Customer Service Representative at Bloom (2024-07 – 2025-05)

Pest Control sector.

• Resolved inbound support cases for pest control clients, addressing service questions, complaints, and rescheduling requests.
• Worked to reduce client wait times through efficient case handling and clear, proactive communication.
• Documented case details and resolutions to support consistent service quality across the team.
• Coordinated with field technicians and dispatch to align client expectations with service availability.
• Built product and service knowledge to handle escalations without requiring supervisor intervention.

Patient Coordinator at Doctors Medical Center (2023-08 – 2024-07)

Via TrueShore. Healthcare sector.

• Coordinated patient scheduling and intake in full compliance with HIPAA regulations.
• Used eClinicalWorks daily for records management, appointment tracking, and documentation.
• Acted as a liaison between patients and clinical staff to keep visits organized and on schedule.
• Maintained accuracy of sensitive patient data across a high-volume caseload.
• Supported administrative workflows that kept the practice's scheduling system running smoothly.

Technical Support Representative at AloricaDR (2022-08 – 2023-08)

Telecommunications sector.

• Provided advanced technical support for telecommunications customers, troubleshooting connectivity and equipment issues.
• Used HubSpot to log, track, and resolve support cases through to closure.
• Escalated complex technical issues appropriately while keeping customers informed throughout the process.
• Maintained strong first-contact resolution rates through structured troubleshooting steps.
• Collaborated with team leads to identify recurring issues and suggest process improvements.

Technical Support Representative at Continuum Global Solutions (2018-07 – 2022-08)

Telecommunications sector.

• Delivered technical support to telecommunications customers over a four-year tenure, handling high call volumes.
• Diagnosed and resolved hardware, software, and connectivity issues for residential and business accounts.
• Built long-term product expertise that supported faster issue resolution and fewer repeat contacts.
• Trained and mentored newer agents informally on troubleshooting workflows and call-handling best practices.
• Consistently maintained performance within company quality and productivity standards over multiple years.

Certificate in Database Administration – INFOTEP

Technical Degree in Data Analysis – A2 Capacitación

Music, Music Technology – UASD (Universidad Autónoma de Santo Domingo)