Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Languages
Timeline
Generic

Jonathan Arias Retana

Vasquez De Coronado,San José

Summary

Bilingual (English/Spanish) customer service professional with experience in tech support, education, and graphic design. Known for delivering empathetic, high-quality support in fast-paced, customer-focused environments. Passionate about digital marketing and educational technologies, currently expanding skills in communication, business strategy, and digital tools.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Service and Partner Support Roles (Multiple Clients)

Cognizant
05.2022 - Current
  • Partner Advisor – Google for Education
  • Provided specialized support to global Google for Education partners developing digital learning solutions.
  • Assisted with onboarding, technical guidance, and issue resolution across multiple time zones.
  • Delivered professional English-language support and collaborated with cross-functional teams to enhance partner experience.
  • Customer Service Representative – Florida City Gas
  • Handled bilingual customer support for utility billing and service inquiries.
  • Managed account setup, updates, and cancellations with regulatory compliance.
  • Maintained accurate CRM documentation and resolved issues with professionalism.
  • Customer Service Representative – MAPFRE Insurance
  • Supported clients with auto, home, and commercial insurance needs.
  • Addressed billing, claims, and policy inquiries with clarity and empathy.
  • Processed service requests accurately while ensuring data privacy compliance.
  • Subject Matter Expert (SME) – Colonial Penn Life
  • Promoted to SME after delivering high-quality support to life insurance policyholders.
  • Trained new agents, handled escalated issues, and led quality assurance efforts.
  • Collaborated with supervisors to improve team workflows and service standards.

Graphic Designer

Freelance
02.2022 - Current
  • Created logos, social media content, marketing materials, and presentations for clients.
  • Managed multiple projects and maintained direct communication for feedback and satisfaction.
  • Proficient in Adobe Photoshop, Illustrator, InDesign, and Canva.

Trumpet Instructor

Municipalidad de Desamparados
02.2021 - Current
  • Delivered group and one-on-one lessons based on student level and goals.
  • Developed trumpet curricula and evaluated student progress through tailored instruction.

Education

Bachelor’s - Business Administration, Marketing & Sales Concentration

Universidad Central (UC)
09.2024

Bachelor’s Studies - Music

Universidad Nacional de Costa Rica

Technical Degree - Graphic Design

Universidad Americana (UAM)
01.2022

Skills

  • Customer relationship building
  • Phone, Chat & Email Support
  • Communication & Conflict Resolution
  • Client Relationship Management
  • Quality Service
  • CSAT-Oriented Service
  • Digital Tools
  • Technical Tools
  • Google Workspace
  • Microsoft 365
  • Adobe Creative Suite
  • Photoshop
  • Illustrator
  • InDesign
  • Canva
  • Operations management
  • Visual Content Tools
  • Branding
  • Visual Identity
  • Digital Marketing
  • Sales Fundamentals
  • Social Media Content Creation
  • Graphic Design
  • Visual Storytelling
  • Typography
  • Color Theory
  • Digital, Layout & Print Design
  • Project Management
  • Client Communication
  • Instructional Skills
  • Team Collaboration
  • Public Speaking

Certification

  • The Complete Digital Marketing Course, Udemy, In Progress
  • Microsoft Excel: Beginner to Advanced, Udemy, In Progress
  • Account Management for Beginners, Udemy, 2024
  • English Language Certificate, INTENSA Language Institute, Incomplete, 2016

Personal Information

Title: Customer Support Specialist | Bilingual (EN/ES) | Digital Marketing Enthusiast

Languages

English
Professional Working
Spanish
Native or Bilingual

Timeline

Customer Service and Partner Support Roles (Multiple Clients)

Cognizant
05.2022 - Current

Graphic Designer

Freelance
02.2022 - Current

Trumpet Instructor

Municipalidad de Desamparados
02.2021 - Current

Bachelor’s Studies - Music

Universidad Nacional de Costa Rica

Technical Degree - Graphic Design

Universidad Americana (UAM)

Bachelor’s - Business Administration, Marketing & Sales Concentration

Universidad Central (UC)

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Jonathan Arias Retana