Andrea Anaya Ortiz

Relevant work experience

Social Media Representative-Coordination | Federal Express (FedEx)
2016 – Present

• Provide high-quality customer support through Facebook, Twitter (X), WhatsApp, and live chat, applying a one-interaction resolution approach in a fast-paced environment.
• Manage and monitor high-impact and potential viral cases, ensuring brand protection through timely resolution and cross-functional coordination.
• Collaborate with key internal stakeholders (Legal, Operations, IT, Management, Executive, Customs, Investigations) via email, phone, and Microsoft Teams to ensure efficient case handling.
• Support administrative processes by maintaining accurate case tracking, workload coordination, and compliance with performance metrics.
• Proactively create process tutorials and operational guides to support team efficiency and knowledge sharing.
• Designed and implemented a workflow improvement initiative (“Queue Master”) that optimized case distribution, standardized productivity, and improved team metrics, even during peak seasons.
• Adapt quickly to ongoing changes in tools, processes, and business priorities, maintaining a strong focus on service excellence and stakeholder care.

Customer Care Representative | Federal Express (FedEx)
2016 – 2019

• Delivered customer support for Mexico-based services, consistently meeting and exceeding quality standards and call handling time metrics.
• Quickly acquired in-depth knowledge of operational processes, earning the trust of peers and recognition from supervisors and management.
• Demonstrated strong performance and reliability, leading to a rapid promotion to the International Customer Care Team.
• Completed specialized training in international customs, business safety, and emotional management of escalated or upset customers.
• Provided high-quality support in an international service environment, maintaining sustained performance and quality metrics.
• Selected to join the International social media Team within approximately six months, based on performance, adaptability, and service excellence.

Customer Care Representative / Account Analyst. | American Express 

2014

• Delivered high-quality customer service to American Express cardholders in the U.S. and Caribbean, providing support in English and Spanish.
• Assisted customers with phone payments, card activations and cancellations, ensuring accurate execution and customer satisfaction.
• Provided clear and timely information regarding account status, while sharing best practices to promote healthy credit management.
• Resolved customer inquiries efficiently while maintaining strict compliance with quality metrics, security policies, and procedural guidelines.
• Demonstrated strong problem-solving and first-contact resolution skills in a fast-paced, high-volume call environment.
• Maintained accurate administrative records and documentation, ensuring data integrity and regulatory compliance.
• Applied a customer-driven and proactive mindset, identifying both primary and secondary customer needs to enhance overall service experience.
• Developed strong phone etiquette and multitasking abilities, balancing active listening, system navigation, and compliance requirements simultaneously.

Personal Tutor, Sales Executive and Management assistant| Wall Street International Institute School of English México

2007 

• Managed front desk operations, welcoming customers, students, staff, and visitors, and providing facility tours and assistance.
• Built positive relationships with students, ensuring a comfortable and supportive learning environment.
• Supported sales efforts through cross-selling, contributing to student retention and loyalty.
• Coordinated the manager’s agenda and email, scheduling interviews, trainings, and meetings.
• Handled administrative tasks, including organizing invoices, documents, and internal records.
• Supported teachers with class materials, one-on-one bookings, and student activities.
• Acted as interim manager during a leadership transition, ensuring operational continuity.

Education  

*Oak Park and River Forest High School. Oak Park, Illinois.

1.  
2. Junior High/ Sophomore.
3. Workshops on English, music, plastic arts, Child Development and social services.

*IFPA

High School

1.  
2. *Interlingua
3. Toeic Test Certificate (Score: 930)

1.  
2. *UCAD
3. Social Psychology (In Progress)

Relevant work experience

Social Media Representative-Coordination | Federal Express (FedEx)
2016 – Present

• Provide high-quality customer support through Facebook, Twitter (X), WhatsApp, and live chat, applying a one-interaction resolution approach in a fast-paced environment.
• Manage and monitor high-impact and potential viral cases, ensuring brand protection through timely resolution and cross-functional coordination.
• Collaborate with key internal stakeholders (Legal, Operations, IT, Management, Executive, Customs, Investigations) via email, phone, and Microsoft Teams to ensure efficient case handling.
• Support administrative processes by maintaining accurate case tracking, workload coordination, and compliance with performance metrics.
• Proactively create process tutorials and operational guides to support team efficiency and knowledge sharing.
• Designed and implemented a workflow improvement initiative (“Queue Master”) that optimized case distribution, standardized productivity, and improved team metrics, even during peak seasons.
• Adapt quickly to ongoing changes in tools, processes, and business priorities, maintaining a strong focus on service excellence and stakeholder care.

Customer Care Representative | Federal Express (FedEx)
2016 – 2019

• Delivered customer support for Mexico-based services, consistently meeting and exceeding quality standards and call handling time metrics.
• Quickly acquired in-depth knowledge of operational processes, earning the trust of peers and recognition from supervisors and management.
• Demonstrated strong performance and reliability, leading to a rapid promotion to the International Customer Care Team.
• Completed specialized training in international customs, business safety, and emotional management of escalated or upset customers.
• Provided high-quality support in an international service environment, maintaining sustained performance and quality metrics.
• Selected to join the International social media Team within approximately six months, based on performance, adaptability, and service excellence.

Customer Care Representative / Account Analyst. | American Express 

2014

• Delivered high-quality customer service to American Express cardholders in the U.S. and Caribbean, providing support in English and Spanish.
• Assisted customers with phone payments, card activations and cancellations, ensuring accurate execution and customer satisfaction.
• Provided clear and timely information regarding account status, while sharing best practices to promote healthy credit management.
• Resolved customer inquiries efficiently while maintaining strict compliance with quality metrics, security policies, and procedural guidelines.
• Demonstrated strong problem-solving and first-contact resolution skills in a fast-paced, high-volume call environment.
• Maintained accurate administrative records and documentation, ensuring data integrity and regulatory compliance.
• Applied a customer-driven and proactive mindset, identifying both primary and secondary customer needs to enhance overall service experience.
• Developed strong phone etiquette and multitasking abilities, balancing active listening, system navigation, and compliance requirements simultaneously.

Personal Tutor, Sales Executive and Management assistant| Wall Street International Institute School of English México

2007 

• Managed front desk operations, welcoming customers, students, staff, and visitors, and providing facility tours and assistance.
• Built positive relationships with students, ensuring a comfortable and supportive learning environment.
• Supported sales efforts through cross-selling, contributing to student retention and loyalty.
• Coordinated the manager’s agenda and email, scheduling interviews, trainings, and meetings.
• Handled administrative tasks, including organizing invoices, documents, and internal records.
• Supported teachers with class materials, one-on-one bookings, and student activities.
• Acted as interim manager during a leadership transition, ensuring operational continuity.