Jacob Oyola
San Antonio
Summary
3+ years of experience managing multiple locations in different cities within Texas, providing help, support, and monitoring activity conducted. 3+ years of training agents and creating SOPs for Idemia operations. Regional IT Agent with 5+ years of experience in enhancing customer satisfaction through meticulous TSA pre-check screenings and inventory management across multiple U.S. locations. Proven track record in streamlining operations, leading comprehensive training programs, and fostering a cohesive work environment. Skilled in trip planning, problem-solving, and itinerary development, with a passion for using data to drive business decisions and improve outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Regional IT Travel Agent
Idemia Identity & Security, N.A
08.2020 - Current
- Facilitate FBI background checks and manage inventory across multiple U.S Locations
- Conduct TSA pre-check screenings and handle shortages, enhancing customer satisfaction
- Monitoring and fixing computer equipment for partners to process individuals efficiently and effectively
- Provide support for associates, fostering a cohesive work environment while maintaining high standards of service delivery
- Streamline office operations through effective organization, supply management, and accurate recordkeeping, enhancing overall productivity
- Lead comprehensive training programs for new staff, fostering seamless transitions and cultivating a cohesive work environment
- Conduct thorough office assessments during nationwide travel, identifying areas for improvement and implementing data-driven strategies
- Monitor location operation to provide efficiency in operations and keeping site up to date with regulations
- Orchestrate state board events with attention to detail, ensuring seamless processes and effective outcomes throughout the day
- Performed negotiations with outside companies for the expansion of operations within the company
Mortgage Customer Service Representative
Wells Fargo
11.2019 - 06.2020
- Developed creative solutions for unique mortgage scenarios, collaborating with team members to meet diverse customer needs effectively
- Meticulously reviewed mortgage applications, ensuring accuracy and compliance with regulations while maintaining high-quality customer service
- Analyzed customer financial data to recommend tailored mortgage products, contributing to increased client retention and satisfaction rates
- Conducted thorough mortgage application reviews, ensuring compliance with regulations while maintaining high-quality customer service standards
Head Server
54th Street Grill and Bar
09.2017 - 11.2019
- Trained servers to follow safety protocols, enhancing service quality and customer satisfaction
- Built customer loyalty by recalling guest preferences, increasing repeat visits and sales
- Improved service efficiency in high-pressure situations, leading to higher customer satisfaction
- Resolved staff conflicts effectively, ensuring a positive and collaborative work environment
Education
ASSOCIATE IN ARTS (A.A.) - BUSINESS ADMINISTRATION
San Antonio College
San Antonio, TX05.2022
BACHELOR'S DEGREE - CYBERSECURITY
St Philip's College
08.2024
Skills
- Problem solving
- Microsoft 365 (All platforms)
- Team leadership
- Itinerary development
- Trip planning
- Computer support
- Records maintenance
- Customer service
- High volume environments
- Relationship management
- Client relations
- Team oversight
Accomplishments
- Performance Review for 2024- Jacob demonstrated exceptional commitment and teamwork throughout 2024, consistently exceeding expectations as a mobile agent. He traveled significant distances, often on weekends, to resolve equipment issues, ensuring uninterrupted operations and compliance with state contracts. Notable achievements include providing urgent operational support and remediation training in Round Rock, Austin, and Bastrop, TX, when others were unavailable; co-leading a Texas Medical Association (TMA) 3-day GAP event in Dallas, resulting in four additional statewide events; and daily commutes to Austin Airport for nine months to fulfill contractual obligations. Additionally, he provided emergency overnight support in Houston to prevent prolonged closures and assisted GAP events in Kerrville and Fredericksburg, always displaying professionalism, reliability, and adaptability. Jacob's spotless disciplinary record and dedication to problem-solving make him an exemplary team player.
- Partner Satisfaction Rate, 99%
- Contract Negotiations, This year on 02/18/25, I entered contract negotiations regarding a partner in Fredericksburg, Texas about expanding operations with them in the area and came out successful in the meeting process.
- Employee Trainings, Trained over 100 agents in the state of Texas on operations with Idemia. Found points of improvement in the training process and created SOPs for our clients.
Certification
- CCNA: Introduction to Networks (Cisco), 12/01/24
- 2024 Red Hat Academy- Program Learner, 11/01/24
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Regional IT Travel Agent
Idemia Identity & Security, N.A
08.2020 - Current
Mortgage Customer Service Representative
Wells Fargo
11.2019 - 06.2020
Head Server
54th Street Grill and Bar
09.2017 - 11.2019
BACHELOR'S DEGREE - CYBERSECURITY
St Philip's College
ASSOCIATE IN ARTS (A.A.) - BUSINESS ADMINISTRATION
San Antonio College
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