Luis Ortega
Contact Center Supervisor
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About
Direct daily operations and agent performance for a high-volume Maryland public benefits contact center, partnering with Workforce Management, Quality Assurance, and floor support to maintain service delivery and queue coverage. Analyze agent-level KPIs—including QA, critical accuracy, average handle time, hold time, and schedule adherence—to identify trends, conduct targeted coaching, and address attendance or performance gaps through documented follow-up. Serve as an escalation resource for sensitive and complex cases; guide staff on eligibility-related inquiries, case documentation, work orders, authentication requirements, and SOP compliance.
Communicate policy and process changes, facilitate team meetings, and coordinate corrective actions. Designed and implemented an automated reporting workflow that transforms daily WFM files into individual performance scorecards and monthly QA summaries using Excel, Office Scripts, Power Automate, and Microsoft Teams.
Experience
Contact Center Supervisor - Automated Health Systems (AHS) - Maryland
(2025-04)
Direct daily operations and agent performance for a high-volume Maryland public benefits contact center, partnering with Workforce Management, Quality Assurance, and floor support to maintain service delivery and queue coverage. Analyze agent-level KPIs—including QA, critical accuracy, average handle time, hold time, and schedule adherence—to identify trends, conduct targeted coaching, and address attendance or performance gaps through documented follow-up. Serve as an escalation resource for sensitive and complex cases; guide staff on eligibility-related inquiries, case documentation, work orders, authentication requirements, and SOP compliance.
Communicate policy and process changes, facilitate team meetings, and coordinate corrective actions. Designed and implemented an automated reporting workflow that transforms daily WFM files into individual performance scorecards and monthly QA summaries using Excel, Office Scripts, Power Automate, and Microsoft Teams.
Team Lead - Automated Health Systems (AHS) - Maryland
(2024-12 - 2025-04)
Earned promotion from Customer Service Representative to support daily contact center operations, provide real-time guidance on public assistance programs and CRM workflows, and help representatives resolve challenging calls. Assisted supervisors with escalations, agent coaching, performance monitoring, and reinforcement of quality standards and operational procedures.
Customer Service Representative - Automated Health Systems (AHS) - Maryland
(2024-08 - 2024-12)
Delivered front-line support to Maryland residents seeking information about public assistance benefits. Managed inbound inquiries, authenticated callers, reviewed case information, documented CRM interactions, and submitted work orders or escalations in accordance with program policy, service standards, and data-protection requirements.
Customer Service & Leadership — Netflix Campaign - Ibex Global - Managua, Nicaragua
(2019-12 - 2023-03)
Progressed through four roles on the Netflix customer service campaign: Customer Service Representative Level 1, Level 2, Site Escalation Specialist, and Supervisor / Manager’s Assistant. Handled increasingly complex customer issues, resolved escalated service concerns, and supported leadership with operational oversight, representative guidance, onboarding support, and service-quality expectations. This progression established a strong foundation in customer experience, conflict resolution, and people leadership.
Education
High School Diploma - José Dolores Estrada Institute, Nicaragua
