Virisen Ortiz

Bilingual Customer & Operations Support Specialist with 10+ years of experience supporting customers across SaaS, e-commerce, and telecommunications. Skilled in handling high-volume chat, email, phone, and video support using Freshdesk, Salesforce, Zendesk, and Intercom. Experienced in SaaS product support for payroll, inventory, accounting, and hiring and onboarding software, including reproducing bugs and escalating them to Development with clear documentation.

Known for clear communication, calm problem-solving, and resolving issues on first contact.

Operations Support Specialist at Restaurant365 (2025-11 – 2026-09)

SaaS Restaurant Management Technology

• Supported restaurant owners and managers across the U.S. and Canada on scheduling, inventory, payroll, accounting, and catering modules, handling approximately 20–40 tickets per day via Freshdesk (chat and email), phone, and Zoom video calls.
• Reproduced and documented complex software bugs, then escalated them to the Development team with clear steps, screenshots, and impact details, and kept customers updated until the ticket was fully resolved.
• Walked customers through payroll runs, inventory counts, and accounting setup on live Zoom calls, helping them resolve issues on the first contact.

Customer Service Representative at Mitratech (2024-02 – 2025-10)

Human Resources & Workforce SaaS

• Supported hiring managers at national chains, including Taco Bell, McDonald’s, KFC, Popeyes, Dairy Queen, Hot Topic, and seasonal retailers like Spirit Halloween, on the TalentReef hiring and onboarding software, using Salesforce to manage phone, email, and live chat.
• Partnered with Tech Support to resolve technical issues and employee document verification (I-9, W-4, W-2, WOTC) problems, reducing escalations.

Customer Support Agent at JOKR (2022-01 – 2023-02)

On-Demand Grocery Delivery & E-Commerce

• Responded to requests from customers across Latin America (Mexico, Peru, Colombia, and Chile) as well as North America via Intercom (chat) regarding issues with grocery delivery orders, including missing, damaged, or incorrect products, coordinating with the real-time Control Tower and local fulfillment teams via Slack to investigate, locate, and resolve lost or delayed orders.
• Processed complex financial adjustments, partial credits, and payment refunds through the Adyen payment gateway.

North America Customer Service at Cornershop by Uber (2020-03 – 2021-10)

On-Demand Grocery Delivery

• Assisted U.S. and Canadian customers via Intercom (chat) and Zendesk (email/tickets) with issues related to grocery order deliveries, user account inconsistencies, and payment methods.
• Processed post-sale payment adjustments, including final card charges, balance reconciliations, refunds, and item replacements, following in-store order fulfillment.

Customer Service Representative at DirectBuy (2019-09 – 2020-03)

Home Furnishing & E-Commerce Retail

• Managed end-to-end post-purchase support for Z Gallerie e-commerce customers across North America, addressing inquiries regarding order tracking, shipment status, and delivery schedules.
• Processed and tracked high-volume order issues—including damaged, defective, or missing merchandise—via digital ticketing systems to ensure timely resolution and client satisfaction.

Customer Service & Data Operator at Qualfon (2017-07 – 2019-03)

Customer Experience Management & BPO

• Provided back-office and omni-channel support for Uber riders across Latin America using the internal Bliss platform to manage account updates, payments, lost items, and cancellations.
• Entered, audited, and maintained high-volume customer data in system databases, ensuring data accuracy and strict SLA compliance.

Technical Support Representative at TTEC (formerly Teletech) (2014-08 – 2017-05)

Telecommunication Services

• Delivered Tier 1 technical support for Time Warner Cable (now Spectrum), diagnosing and resolving connectivity, hardware, and service issues across broadband internet, VoIP, and digital cable infrastructure.
• Identified cross-sell and upsell opportunities during support calls, successfully provisioning digital add-ons, premium channels, and Pay-Per-View (PPV) packages to increase customer account value.

English Language Program – CEI FUNAM, Universidad Nacional Autónoma de México (UNAM) (2025)

High School Diploma – Colegio St John’s (2008)