JOHNATHAN LLORENTE
Space Coast Credit Union
Miami Lakes,FL
2
Languages
17
years of professional experience
Results-driven professional with extensive experience in customer service and team collaboration. Skilled in analytics and conflict resolution, consistently exceeding performance metrics by delivering outstanding service quality and improving operational efficiency.
Work History
Member Service Specialist
3 Years 5 Months- Assisted members with account inquiries, providing accurate information and resolving issues promptly.
- Educated members on products and services, enhancing understanding and utilization of financial offerings.
- Processed transactions efficiently, ensuring adherence to compliance standards and organizational policies.
- Collaborated with team members to streamline workflows, improving service delivery and member satisfaction.
- Handled escalated member concerns, utilizing conflict resolution skills to maintain positive relationships.
- Maintained up-to-date knowledge of industry regulations, contributing to informed decision-making for service improvements.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Completed training and worked effectively under high-pressure client services environments.
- Exceeded performance metrics consistently by delivering outstanding service quality coupled with efficient issue resolution.
Shift Manager
3 Years 5 Months- Supervised daily operations to ensure efficient service and product quality.
- Trained and mentored team members in customer service protocols and food safety standards.
- Managed inventory levels, reducing waste through effective stock control practices.
- Implemented new procedures to streamline order processing and improve speed of service.
- Developed shift schedules, optimizing labor costs while maintaining coverage during peak hours.
- Resolved customer complaints promptly, improving satisfaction rates through effective problem-solving strategies.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
Night Audit Manager
4 Years 6 Months- Supervised night audit operations, ensuring accuracy in financial reporting and transactions.
- Trained and mentored front desk staff on audit procedures and customer service excellence.
- Implemented process improvements to enhance efficiency of nightly reconciliation tasks.
- Coordinated end-of-day financial reports, maintaining compliance with hotel policies and regulations.
- Resolved guest inquiries and issues promptly, fostering positive customer relationships overnight.
- Monitored security protocols during night shifts, ensuring safety of guests and property.
- Participated in regular staff meetings, offering insights and improvements to help enhance hotel processes and operational efficiency.
- Resolved billing discrepancies swiftly and accurately, ensuring timely payments while avoiding potential conflicts with guests.
- Collaborated with daytime management to ensure smooth handovers, maintaining continuity in hotel operations.
Customer Service Representative
5 Years 8 Months- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Maintained accurate records of customer transactions to ensure seamless order processing.
- Assisted in training new team members on operational procedures and customer engagement strategies.
- Implemented process improvements that enhanced order accuracy and reduced wait times for customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in training programs to enhance product knowledge and customer service skills.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Education
High School Diploma
Skills
Customer service standards
Strong empathy
Customer engagement
Exceptional communication
Relationship building
Data entry proficiency
Complaint handling
Account maintenance
Payment management
Service sales
Analytical mindset
Product promotion
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Member Service Specialist
Space Coast Credit Union
03.2023 - CurrentRead More
Shift Manager
Pizza Hut
03.2020 - 08.2023Read More
Night Audit Manager
Holiday Inn Miami West
08.2015 - 02.2020Read More
Customer Service Representative
Pizza Hut
12.2009 - 08.2015Read More
Barbara Goleman Senior High School
High School Diploma
Read More