Aradana Ortega

Customer Support and Operations Specialist with 5+ years of experience in BPO, e-commerce, short-term rental support, and team leadership. Experienced in managing guest communications across Airbnb, Booking.com, and Expedia, as well as handling customer support for VidaXL, Amazon, and eBay platforms. Skilled in resolving escalations, processing refunds, coordinating with remote teams, and improving customer satisfaction.

Reliable, detail-oriented, and experienced in fully remote work environments.

Property Management/Guest Experience at CS ADMINISTRATIONAL FIRM (2024-08 – 2025-09)

Managed end-to-end guest communication for multiple U.S. and Canada-based properties listed on Airbnb, Booking.com, VRBO, and Expedia.

• Managed end-to-end guest communication for multiple U.S. and Canada-based properties listed on Airbnb, Booking.com, VRBO, and Expedia, ensuring fast response times and high guest satisfaction.
• Resolved booking issues, refund requests, complaints, and access concerns while coordinating with cleaners and maintenance teams via Slack.
• Handled escalations professionally, minimizing negative reviews and maintaining smooth guest experiences across short-term rental platforms.

Team Leader - Healthcare Appointment Setting at THE SIBLINGS SOLUTIONS (2024-02 – 2024-08)

Led an appointment-setting team scheduling in-home wellness visits across Downstate and Upstate New York.

• Led an appointment-setting team scheduling in-home wellness visits across Downstate and Upstate New York, assigning agents by county, insurance (Fidelis, Anthem, VNS), and health coach while ensuring accurate patient records.
• Coordinated daily with health coaches via WhatsApp for schedule updates, managed delays, and ensured patients were properly informed.
• Arranged translation support (Mandarin, Cantonese, Bengali, Spanish) and provided coaching to improve team accuracy and reduce scheduling errors.

Foundation Skills Trainer at THE SIBLINGS SOLUTIONS (2023-04 – 2024-02)

Train Lead onboarding programs for new hires, focusing on communication, pronunciation, and call-handling skills.

• Train Lead onboarding programs for new hires, focusing on communication, pronunciation, and call-handling skills for candidates without call center experience.
• Deliver structured training, mock calls, and real-life scenarios to ensure readiness for operational endorsement.
• Assess trainee performance through evaluations and tracking to ensure skill application and service standard alignment.

Dental & Administrative Support at THE SIBLINGS SOLUTIONS (2022-09 – 2023-03)

Managed the virtual consultation queue, ensuring timely patient support and resolving delays or technical issues.

• Managed the virtual consultation queue, ensuring timely patient support and resolving delays or technical issues with dental offices.
• Coordinated communication between patients and dentists, assisting waiting patients and connecting them with available providers.
• Reviewed monthly patient counts and ensured accurate billing and payroll through quality control processes.

Customer Service Representative at THE SIBLINGS SOLUTIONS (2021-12 – 2022-08)

Provided customer support via live chat, email, and phone for VidaXL, Amazon, and eBay platforms.

• Provided customer support via live chat, email, and phone for VidaXL, Amazon, and eBay platforms, handling order inquiries, returns, refunds, and shipping concerns.
• Resolved product issues and complaints with clear step-by-step solutions, maintaining positive customer experiences.
• Assisted customers throughout the purchasing process, improving buyer confidence and reducing disputes.

Sales Representative at INFITEL (2021-04 – 2021-09)

Conducted outbound calls to licensed real estate agents, promoting discounted renewal courses.

• Conducted outbound calls to licensed real estate agents, promoting discounted renewal courses for soon-to-expire licenses.
• Generated sales through lead follow-ups, persuasive communication, and strong product knowledge of licensing requirements.
• Met and exceeded monthly sales targets while building client relationships and supporting customer retention through proactive follow-ups.

Member Escalations Team at TELEPERFORMANCE (2018-08 – 2019-09)

Served as an escalation point for complex member concerns under the WellCare healthcare account.

• Served as an escalation point for complex member concerns under the WellCare healthcare account, ensuring accurate and timely resolution.
• Assisted members with premium payments, policy explanations, deductibles, copays, and verified prescription drug coverage under Medicare Part D, including prior authorization requirements.
• Handled sensitive financial and medical information with strict confidentiality while supporting retention and providing guidance to frontline agents.

Customer Service Associate at CONCENTRIX (2018-01 – 2018-02)

Assisted customers with flower orders, delivery arrangements, and product inquiries.

• Assisting customers with flower orders, delivery arrangements, and product inquiries.
• Coordinated with local and out-of-county flower shops to ensure timely door-to-door delivery, clearly communicating alternatives when necessary.
• Promoted add-ons and event packages (birthdays, christenings, funerals) and processed online payments accurately while delivering professional customer service.

Bachelor of Science in Information and Communication Technology – Cebu Technological University (2017-06 – 2017-12)