ANGEL ORTIZ
Atlanta
Summary
Client operations professional with over 10 years of experience in resolving complex service and account issues. Acts as a single point of ownership for escalations, ensuring effective resolution across technical and client-facing teams. Skilled in translating technical challenges into business context, facilitating stakeholder alignment, and enhancing customer lifecycle experiences. Proven track record in customer success retention and service delivery through proactive issue identification and process optimization.
Overview
7
7
years of professional experience
Work History
In-Home Customer Relations Expert
AT&T
Atlanta
03.2024 - Current
- Own resolution of escalated client issues across billing, service delivery, and fiber installation, maintaining accountability from intake through final outcome
- Orchestrated cross-functional efforts among field technicians, backend support (RST), and system platforms (OPUS, Atlas, Salesforce) to resolve time-sensitive failures, ensuring client satisfaction
- Translated system behavior and service issues into clear, outcome-focused communication, which reduced repeat escalations and minimized client friction
- Manage onboarding and post-install lifecycle for 700+ clients annually, proactively identifying risk and stabilizing customer experience
- Identified patterns in service failures and billing discrepancies, leading to process adjustments that enhanced operational reliability
- Sustain performance across key metrics: 30%+ close rate, 97%+ customer success rate, and sub-2% 90-day cancellation rate
Virtual Solutions Expert
AT&T
Atlanta
10.2021 - 03.2024
- Led pilot initiative to build and optimize remote service and sales channel from early-stage deployment
- Maintained 40% customer retention while exceeding acquisition targets at 110%, establishing early performance benchmarks for program success
- Played a direct role in pilot scalability, contributing to expansion from initial cohort to 40 agents, and eventual growth into a permanent 160+ agent channel
- Resolved multi-system customer issues in real time, ensuring seamless continuity across sales, activation, and support workflows
- Partnered with internal teams to refine digital onboarding processes, improving efficiency and reducing friction in the customer journey
Retail Store Manager
AT&T
Atlanta
01.2019 - 01.2021
- Led operations of a high-volume location, owning escalation handling, performance management, and customer experience outcomes
- Resolved complex billing, service, and account issues as primary escalation point, ensuring revenue protection and enhancing customer retention
- Coached team and enforced operational discipline, achieving greater consistency in service delivery
Education
Communications
Kennesaw State University
Kennesaw, GA01-2013
General Studies
Georgia Highlands College
Douglasville, GA01-2012
Skills
- Escalation management
- Service delivery optimization
- Digital onboarding
- Cross-functional collaboration
- Client lifecycle management
- Operational analysis
- Retention strategies
- Process optimization
Technical And System Environment
- Salesforce (case management, client tracking)
- OPUS (order & account systems)
- Atlas (dispatch workflows)
- DMP (service documentation)
- Excel (tracking, reporting, follow-ups)
Languages
Spanish
Native/ Bilingual
Timeline
In-Home Customer Relations Expert
AT&T
03.2024 - Current
Virtual Solutions Expert
AT&T
10.2021 - 03.2024
Retail Store Manager
AT&T
01.2019 - 01.2021
Communications
Kennesaw State University
General Studies
Georgia Highlands College