Steven Ortiz

Customer Care Advisor @HSBC

London, GB

Respond promptly and professionally to customer inquiries via phone, email, chat, or in-person.Provide accurate information about products, services, policies, and procedures.Resolve customer complaints by identifying issues, troubleshooting, and offering appropriate solutions or alternatives.Process orders, returns, exchanges, and refunds according to company policies.Maintain detailed and accurate customer interaction records in the CRM system.Escalate unresolved issues to appropriate departments when necessary.Follow up with customers to ensure their issues are fully resolved and they are satisfied.Stay updated on product knowledge, services, promotions, and company policies.Identify and recommend process improvements to enhance customer satisfaction-

Regent College London

BTEC Level 3 in Business (Equivalent to two A level foundation)

Horizon Online

Office Administrator

University of Bolton, Academic Centre Ras Al Khaimah

Master of Science - MS

Buckinghamshire New University

BA Hons Degree

Regent College London

Level 4-5 HND-HNC Bachelor Degree