Jonathan Roman Jr
Deltona,FL
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative/ OJT Coach
Bank of America
DeLand, FL
01.2024 - Current
- Ensure calls are handled professionally. Provide direction and guidance to ensure consistent achievement of key performance metrics. Achieve, measure, report, and communicate metric goal attainment for the assigned team. Ensure accurate and timely communication of client and campaign issues to Manager Site Operations. Consistently achieve the number of call monitoring per week goal and scores for the team, am. Coach, mentor, and develop agent team for skills expansion and promotional opportunities. Perform other duties as assigned, including taking front line customer calls as required.
Technical Support Representative
Concentric
Lake Mary, FL
12.2022 - 01.2024
- Assisted customers via inbound calls regarding technical issues or questions relating to Apple products, such as macOS, iOS, and Apple watchOS. Achieved customer satisfaction by collecting relevant data about their technical issues, identifying options, and suggesting a course of action.
Parts Specialist/Forklift Operator
High reach 2
Sanford, FL
11.2020 - 12.2022
- Ensure employees have an adequate supply of equipment and parts, monitor inventory, work with vendors to get correct parts, and help customers find necessary materials. Unloading materials and merchandise from incoming vehicles, and stacking them in assigned places. Locating and moving stock of products to pallets or crates for storage or shipment.
Program Specialist
Boys and Girls Club of volusia/ flagler counties
Deltona, FL
07.2018 - 11.2020
- Establish rapport with youth and provide mentoring, guidance, role-modeling to members, and overall direction for their leadership development, artistic skills, physical activity engagement, and academic progress. Ensure engagement, stimulate participation, and promote consistent attendance of youth enrolled in activities. Provide active supervision, continually interacting with all members and providing motivation and encouragement. Mandatory cleaning of the program area on a daily basis.
Education
High School Diploma -
Deltona High School
Deltona, FL06-2021
Some College (No Degree) - Information Technology
Daytona State College
Daytona Beach, FLSkills
- Data Entry
- Scheduling
- Complaint resolution
- Account updating
- Data Collection
- Call handling and management
- Active listening
- Attention to detail
- Demonstrates the ability to manage all communication in a timely and professional manner
- teamwork
- strong verbal/written communication and organizational skills
Certification
- Part 107 license
Timeline
Customer Service Representative/ OJT Coach
Bank of America
01.2024 - Current
Technical Support Representative
Concentric
12.2022 - 01.2024
Parts Specialist/Forklift Operator
High reach 2
11.2020 - 12.2022
Program Specialist
Boys and Girls Club of volusia/ flagler counties
07.2018 - 11.2020
High School Diploma -
Deltona High School
Some College (No Degree) - Information Technology
Daytona State College