Yvonne Ortiz
River Grove
Summary
Results-driven Administrative Professional with a focus on quality assurance and process optimization. Expertise in driving operational improvements and enhancing customer satisfaction. Strong skills in project management, strategic planning, and fostering collaboration to meet organizational goals.
Overview
2027
2027
years of professional experience
Work History
Quality Analyst - Contact Center
Northridge Group
Rosemont
2014 - Current
- Conducted quality monitoring for client and employees, ensuring adherence to company policies and driving improvements in customer service and operational productivity.
- Evaluated customer interactions across various channels (calls, web, chat) to objectively assess service and sales behaviors within monthly representative samples.
- Adapted to changing business needs with professionalism and flexibility in scheduling, consistently achieving productivity and quality benchmarks.
- Spearheaded recruitment efforts for the company’s largest business unit, conducting behavior-based interviews to align candidates with organizational core competencies.
- Coordinated foreign language assessments, finalized candidate evaluations, and collaborated with management for hiring decisions.
- Streamlined onboarding process by updating applicant tracking systems (ADP) to facilitate smooth transitions for new hires.
- Held and maintained Federal Government clearance for 7 years, demonstrating trustworthiness, discretion, and compliance with stringent security protocols.
Family Caregiver
Family Caregiver
Chicago
2007 - 2024
- Effectively balanced ongoing caregiving responsibilities for aging parents with full and part-time professional roles, demonstrating exceptional time management, prioritization, and resilience.
- Conducted thorough research and site visits to evaluate rehabilitation facilities, ensuring high standards of care and compliance while managing complex logistics and stakeholder communications.
- This unique combination of personal caregiving and professional experience strengthened analytical skills, attention to detail, and process-oriented thinking—key attributes for driving quality assurance, regulatory adherence, and continuous improvement in corporate quality monitoring environments.
- Aided family members in caring for the patient by teaching appropriate ways to lift, turn, and re-position the patient; advising on nutrition, cleanliness, and housekeeping.
- Maintained a safe, secure, and healthy patient environment by following standards and procedures; maintaining security precautions; following prescribed dietary requirements and nutrition standards.
- Researched and evaluated multiple rehabilitation facilities, including conducting site visits and comparative assessments to ensure alignment with care standards, safety protocols, and patient outcomes.
Subject Matter Expert, Integration Contractor
Accenture
Chicago
2007 - 2007
- Provided subject matter expertise to redefine job roles and optimize human capital deployment, enhancing organizational efficiency.
- Developed FAQs, process flows, and training manuals to ensure seamless implementation of new or enhanced internal processes.
- Coached staff to enhance collaboration and streamline adoption of process designs.
- Facilitated onboarding of new hires by preparing welcome packets, reviewing integration plans, and coordinating introductions with key stakeholders.
- Ensured smooth onboarding by liaising with CIO and technical teams to grant system access and troubleshoot IT-related issues for new hires.
- Facilitated HR service mobilization for North America by coordinating team efforts and resources.
Sr. HR - Transactions - Levi Struss & Co.
Accenture
Chicago
2004 - 2007
- Managed HR transactions for Levi Strauss & Co. employees, including new hires, address changes, life events, organizational transfers, promotions, and payroll updates, ensuring timely and accurate processing.
- Utilized Siebel database to efficiently address inquiries, generate reports, and maintain accurate records.
- Collaborated with senior and executive management to evaluate and enhance onboarding documentation and HR processes, improving overall effectiveness.
- Oversaw annual open enrollment activities, ensuring compliance with organizational policies and facilitating seamless administration for employees.
Resourcing Services – Enablement
Accenture
Chicago
2003 - 2004
- Facilitated seamless integration and onboarding of newly hired staff by coordinating essential resources, including laptops, desktops, email accounts, telephones, and seat assignments.
- Provided timely support to recruiters by addressing inquiries from new hires and ensuring smooth transitions into the organization.
- Resolved Siebel database inquiries and prepared Resourcing Enablement Tracking reports to enhance operational effectiveness.
- Managed resourcing services to support staff enablement.
Learning Services & Peopleine Training Coordinato
Accenture
Chicago
2001 - 2003
- Collaborated with Human Resource Representatives to successfully transition local positions to Bangalore, India, ensuring a smooth and efficient offshoring process.
- Resolved client concerns related to HR issues, maintaining a high level of service and professionalism.
- Coordinated staff coaching, development sessions, and training programs to enhance employee growth and skills.
- Monitored training registrations and created detailed itineraries and status reports to track training progress and outcomes.
- Managed billing activities and resolved monthly journal entries, ensuring accuracy and compliance with financial procedures.
- Learning Services & PeopleLine Training Coordinator
Human Resources & Administrative Coordinator
Vellis Knowledge Inc.
Chicago
2000 - 2001
- Provided executive-level administrative support to Chief Executive Officer and Vice President of Sales, managing schedules to facilitate effective communication and decision-making.
- Maintained and secured confidential human resource records to uphold compliance with organizational policies and legal standards, safeguarding sensitive information.
- Collaborated with Board of Directors to prepare meeting agendas, document decisions, and address issue resolutions, enhancing organizational governance.
- Administered health and group benefit programs for all eligible employees, ensuring accurate processing and communication.
Education
Associate of Applied Science - Administrative Secretarial
Robert Morris College
Chicago, ILSkills
- Quality Assurance
- QA Systems (Verint, Calabrio, NICE)
- Data Analysis
- Workflow Optimization
- Customer feedback analysis
- Compliance Understanding
- Customer Service
- Data Entry
Timeline
Quality Analyst - Contact Center
Northridge Group
2014 - Current
Family Caregiver
Family Caregiver
2007 - 2024
Subject Matter Expert, Integration Contractor
Accenture
2007 - 2007
Sr. HR - Transactions - Levi Struss & Co.
Accenture
2004 - 2007
Resourcing Services – Enablement
Accenture
2003 - 2004
Learning Services & Peopleine Training Coordinato
Accenture
2001 - 2003
Human Resources & Administrative Coordinator
Vellis Knowledge Inc.
2000 - 2001
Associate of Applied Science - Administrative Secretarial
Robert Morris College