Jonathan Carrillo
San Antonio,TX
Summary
Devoted expert with a successful track record in issue management, remediation, and home lending. Drawing on more than 8 years of client interaction with 4 years specialized in financial services and business support. My areas of expertise are strategic planning, process optimization, risk mitigation, issue management, and exceptional customer advocacy.
Overview
8
8
years of professional experience
Work History
Lead Customer Service Representative
Wells Fargo
01.2022 - Current
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients over phone to answer questions and address complaints.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
Order Selector
H-E-B
07.2021 - 01.2022
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Prepared orders by processing requests, pulled materials from warehouse, packed boxes, and prepared shipments.
- Demonstrated adaptability, successfully managing multiple tasks simultaneously during peak business hours without compromising quality or speed.
- Enhanced order accuracy by diligently verifying product codes and quantities before packaging.
- Expedited order processing timeframes with thorough knowledge of warehouse layout for quick item retrieval.
Retail Banker
Woodforest National Bank
01.2020 - 07.2021
- Followed through on risk and compliance processes and policies to safeguard customer assets, maintain privacy and act in best interest.
- Strengthened client portfolio by identifying needs and recommending suitable financial products or services.
- Kept current with financial services marketplace and legal and regulatory environment to uphold highest ethical requirements of industry.
- Help loan officers with supporting documentation and signing paperwork.
- Maintained high levels of cash handling accuracy, ensuring proper documentation and adherence to compliance requirements.
- Collaborated with team members to achieve branch sales targets and enhance overall productivity.
- Mentored junior staff, fostering teamwork, collaboration, and professional growth within the branch.
- Managed risk effectively by adhering to bank policies and procedures during transactions.
- Consistently met or exceeded individual performance goals, contributing significantly to overall branch success.
- Supported branch operations by performing various administrative tasks such as filing, data entry, and report generation as needed.
- Assisted in the implementation of new marketing strategies, leading to increased foot traffic and account openings.
Sales Apprentice
Discount Tire
03.2019 - 02.2020
- Provide leadership to tire technicians
- Install new tires and wheels
- Performs maintenance on tires, including rotations, balancing, and repairs
- Participate in training, follow safety procedures, job duties, and company policies
- Conduct basic maintenance and cleaning
- Provide helpful, friendly, and responsive customer service.
Cashier, Slicer, Maker, Linesman
Bill Miller Bar B-Q
11.2017 - 03.2019
- Properly prepare food and take orders for customers
- Calculate the cost of products or services
- Maintain adequate change denominations in the cash drawer and request change
- Measure and assemble ingredients for menu items
- Properly store food items at appropriate temperatures
- Ensure food prep area and kitchen are cleaned and sanitized
- Restock kitchen for next shift
- Responsible for making sure food is properly and thoroughly cooked.
Sales Apprentice
Discount Tire
03.2016 - 09.2017
- Provide leadership to tire technicians
- Provide helpful, friendly, and responsive customer service.
- Install new tires and wheels
- Performs maintenance on tires, including rotations, balancing, and repairs
- Participate in training, follow safety procedures, job duties, and company policies
- Conduct basic maintenance and cleaning
- Contributed to the development of new sales strategies and initiatives, helping the company stay competitive in a constantly evolving market.
Skills
- Escalation Management
- Team Member Training
- Customer Complaint Resolution
- Leadership and Team Management
- Work Prioritization
- Efficient in Microsoft Office Knowledge
- Project Management
- Remediation
- Risk Mitigation
- Complaint Handling
- Call Management
- Call center experience
- Customer service
- Proficient in Communication and De-escalation
- Time management
Timeline
Lead Customer Service Representative
Wells Fargo
01.2022 - Current
Order Selector
H-E-B
07.2021 - 01.2022
Retail Banker
Woodforest National Bank
01.2020 - 07.2021
Sales Apprentice
Discount Tire
03.2019 - 02.2020
Cashier, Slicer, Maker, Linesman
Bill Miller Bar B-Q
11.2017 - 03.2019
Sales Apprentice
Discount Tire
03.2016 - 09.2017