Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jonathan Castillo

Orlando,FL

Summary

Dynamic professional with a strong work ethic and exceptional customer service skills, honed at JPMorgan Chase. Proven ability to enhance customer satisfaction through effective problem-solving and team collaboration. Adept at optimizing processes and upselling services, consistently achieving sales targets while fostering positive relationships with clients and colleagues.

Overview

10
10
years of professional experience

Work History

Server/Head Coach

Millers Ale House Bar and Grill
03.2020 - Current
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Explained menu items and suggested appropriate options for food allergy concerns.

Escalation Supervisor

JPMorgan Chase
08.2023 - 06.2025
  • Optimized case management systems to facilitate streamlined reporting and analysis of escalation data.
  • Ensured timely resolution of complex cases by prioritizing workload and allocating resources appropriately.
  • Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
  • Developed strong relationships with key clients, maintaining open lines of communication to address concerns promptly and professionally.
  • Minimized future escalations by proactively identifying potential problem areas and implementing preventive measures.
  • Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.
  • Reduced response times for escalation cases by implementing efficient processes and protocols.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Office Support Specialist

Advent Health
08.2021 - 08.2023
  • Improved document accessibility by creating a centralized filing system that facilitated easy retrieval of important records.
  • Enhanced office morale by coordinating team-building activities, staff recognition programs, and other initiatives aimed at fostering a positive workplace culture.
  • Assisted in the development and implementation of new office procedures that increased overall productivity and efficiency within the organization.
  • Contributed to team projects by conducting research, compiling data, creating presentations or reports as required for successful completion.
  • Maintained accurate records of office supplies inventory levels, reordering necessary items in a timely manner to avoid stockouts or delays.
  • Check in/Check out patients.
  • Verified insurance. Obtained authorization/referral if needed from insurances.
  • Answered anywhere from 70-110 calls daily.

Service Advisor/Office Manager

Taft Vineland Truck Repair Company
06.2015 - 08.2023
  • Educated customers on proper vehicle/truck maintenance, fostering long-term relationships built on trust and loyalty.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.

Medical Office Manager

Coan Eye Care
06.2015 - 03.2020
  • Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
  • Managed daily administrative tasks to ensure smooth operations within the medical office environment.
  • Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
  • Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
  • Addressed and remedied all patient or team member issues.
  • Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
  • Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
  • Coordinated regular staff meetings to address challenges, discuss solutions, and share best practices within the team.
  • Implemented new processes for managing patient flow, minimizing wait times while maintaining high-quality care standards throughout the practice.
  • Oversaw accounting, budgeting, and financial reporting.
  • Improved office efficiency with introduction of electronic health records, reducing paperwork and wait times.

Education

High School Diploma -

Hazleton Area High School
Hazleton, PA
06-2015

Skills

  • Strong work ethic
  • Exceptional customer service
  • Cash handling
  • Guest/Patient engagement
  • Team collaboration
  • Sales expertise
  • Multitasking and organization
  • Effective customer upselling
  • Positive and professional
  • Reliability
  • Adaptable and flexible
  • Team leadership
  • Problem-solving
  • Excellent communication

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Escalation Supervisor

JPMorgan Chase
08.2023 - 06.2025

Office Support Specialist

Advent Health
08.2021 - 08.2023

Server/Head Coach

Millers Ale House Bar and Grill
03.2020 - Current

Service Advisor/Office Manager

Taft Vineland Truck Repair Company
06.2015 - 08.2023

Medical Office Manager

Coan Eye Care
06.2015 - 03.2020

High School Diploma -

Hazleton Area High School

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Jonathan Castillo