Matty Ortega Email & Phone Number

Tucson, Arizona, United States

-Create, review, and maintain FAQ articles to promote customer self-service and decrease contacts-Transform company updates and information into digestible knowledge base articles-Create macros and mass customer communications while maintaining company’s brand voice-Increased associate understanding in company metrics through a Your Metrics and You guide-Implemented an internal policy update that resulted in a 47% decrease in associated monetary loss-Managed a development program that introduced associates into the knowledge management world-Created training and coaching material to improve onboarding and retention of new warehouse associates

Tucson, Arizona, United States

-Supported customer care associates with complicated customer inquiries -De-escalated passionate customers through empathetic problem-solving and authentic brand voice-Created training material for newly remote training and onboarded groups of 5-10 new hire associates-Lead associate check-ins to distribute company updates and address any feedback and lapses in information

Tucson, Arizona, United States

-Assisted customers with account inquiries and delivery issues via email, phone calls, and chat-Informed customers and fellow coworkers of available self-serve avenues in our FAQ and internal KB-Introduced text into customer support channels to increase retention with proactive customer check-ins

Tucson, Arizona Area

As an intern for Pine Reads Review, I created content for a publication geared towards YA audiences. This content included blog posts and book reviews on the latest YA and middle-grade releases. I worked with a team of fifteen other interns to ensure the correct content and issues were being addressed. Additionally, I ran the publication's social media sites, including their Facebook, Twitter, and Instagram profiles. Managing these profiles included creating daily social media posts updating our audiences on daily content. It also included interacting with our followers and answering their questions.As an intern, I also ran the publication's website using WIX. I uploaded content to the website on a daily basis, and fixed any formatting issues. I acted as an editor and provided final edits to the content before uploading it to the publication's website. Finally, I interviewed YA authors. I engaged with their most recent releases and created interview questions regarding their novels, their career, and their literary interests. Clicking on the following link will lead to an interview I conducted with Kelly deVos, author of FAT GIRL ON A PLANE: https://www.pinereadsreview.com/blog/interview-with-kelly-devos/ .

Tucson, Arizona

I tutored incoming undergraduate students at the University of Arizona. I was the personal tutor for ENGL 101A and ENGL 109H. During tutoring hours, I focused on strengthening a student's work by focusing on organizational issues, diction, and the strength of the argument. I communicated with a network of fifty tutors, peer advisors, and resident advisors to ensure students were being supported in every step of their academic journey. Additionally, I functioned as an instructor aid for ENGL 101A and ENGL 109H. I helped the instructor by answering student's questions, checking for engagement, and delivering presentations focused on common grammar issues, stress management, and university resources. I communicated with the instructor on common questions I encountered during tutoring hours so that they may be addressed during classroom hours. Finally, I was a member of the Academic Conference, where students presented their own research. I coached students on their work and held mock presentations where I provided feedback to help students improve their public speaking skills. I communicated with a team of fifty members to ensure the Academic Conference ran smoothly, tackling technological issues and scheduling conflicts.

Tucson, Arizona Area

As a student lead at Pinkberry, I lead each shift I worked on to run our restaurant smoothly. My team and I provided positive customer service by greeting customers and aiding them throughout the ordering process. Duties included keeping the environment clean, washing and prepping fruit and yogurt mixtures, dish washing, re-stocking ingredients, and unpacking shipment. As a lead, I was responsible for opening and closing the store. Opening included setting up tables and chairs, and stocking the store with fresh fruit and yogurt. Closing the store including prepping for the next morning, cleaning the dishes, storing fruit, taking out the trash, recycling, composting fruit remains, and cleaning the floors.Finally, I catered for events such as the Tucson Festival of Books and various sorority events. I also worked events such as University of Arizona football games. These were particularly fast-paced environments that required a high level of multi-tasking, cleanliness, and clear communication.