Jhoan Mateo
Allentown,PA
Summary
Dynamic professional experienced in customer service and technical support. Skilled in problem-solving and active listening, consistently achieving high customer satisfaction by addressing concerns and providing clear service information. Ready to contribute to team success in a fast-paced environment.
Overview
6
6
years of professional experience
Work History
BDC Service Representative
Brown Daub Kia
Easton, Pennsylvania
02.2025 - 12.2025
- Managed customer inquiries and provided information on vehicle services.
- Scheduled service appointments and coordinated with technicians effectively.
- Assisted customers in understanding service options and pricing structures.
- Processed service orders and ensured accurate documentation of customer requests.
- Handled follow-up communications to ensure customer satisfaction post-service.
- Maintained knowledge of automotive services and industry trends for informed support.
- Updated job knowledge by participating in educational opportunities.
Virtual Assistant
Veta Virtual
Remote
01.2023 - 11.2024
- Answered 80 customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Associate
Vivid Seats
Remote
06.2020 - 01.2023
- Assisted customers with ticket inquiries and purchase processes.
- Provided product knowledge to enhance customer experience and satisfaction.
- Resolved customer complaints through effective communication and problem-solving.
- Managed order processing and fulfillment using internal systems effectively.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Demonstrated active listening skills when responding to customer questions and complaints.
Education
Tourism -
UASD
Santo DomingoSkills
- Customer service
- Computer literacy
- Service appointment scheduling
- Customer relationship management
- Process improvement
- Time management
- Problem solving
- Active listening
- Effective communication
- Team collaboration
- Customer satisfaction
- Strong multitasking
- CRM software expertise
- Follow-up procedures
- Call center experience
- Appointment scheduling
Timeline
BDC Service Representative
Brown Daub Kia
02.2025 - 12.2025
Virtual Assistant
Veta Virtual
01.2023 - 11.2024
Customer Service Associate
Vivid Seats
06.2020 - 01.2023
Tourism -
UASD