Jonathan Cuen-Lugo

• Provide best in class service to internal (employee) and external (client) callers regarding questions about Online Banking Enrollment/Access and Home Loan Navigator Access and Functionality

• Scope of call could include access, navigation or functionality of either Online Banking or Home Loan Navigator

• Assume ownership of the call/caller from inception to resolution, regardless of the elapsed time to solution

• Accurately complete a case record for each incoming call that details pertinent points regarding the call (e.g., caller, issue description, solution, etc.)

• Determine when there is a need to engage technical support (i.e., Remedy Tickets)

• Identify the potential need for internal communication (i.e., HLN related topics that business partners would need to be aware of)

• Complete outbound follow up calls to caller when case requires extended research and/or completion of a Remedy Ticket

• Support standard Concierge inbound/outbound calls when capacity allows

• Managed numerous translation requests each day with positive and upbeat communication style to uncover and handle customer needs
• Maintained accurate and current customer account data with manual forms processing and digital information updates
• Answered up to 100 calls per day in busy, fast-paced office for both English and Spanish-speaking customers
• Filled out DMV forms and related documentation to assist callers with obtaining required services and resolving issues

• Translation of Spanish to English and English to Spanish as well as the review and editing of translated Spanish and English materials. Linguist works with project staff to ensure all customer deliverables are 100% accurate and on time and provides linguistic support when needed.
• Handle a call volume on average of 50+ calls in a 8 hour shift and exceed pipeline expectations.
• Proven accuracy of translation in the medical, collections, and health insurance industries.
• Quality Checks and review of all translated English and Spanish materials.
• Assist customer and staff with subject matter expertise.• Work with contracted translators ensuring accuracy.
• Develop and maintain Spanish<>English TM's, glossaries that are industry and customer specific.

• Receive and understand work orders to determine the type and quantity of items ordered by customers

• Obtain storage location information from the merchandise database to assist in locating the item

• Locate items in storage areas and compare the information on them with work orders to ensure conformance

• Pick items from storage areas using forklifts for large boxes, and transport them to examination areas

• Check items to ensure that they are in good condition and conform to quality specifications and perform packing and boozing duties

• Ascertain that all picked and packed items are properly recorded into the Amazon order database

• Transport picked and packed items to awaiting delivery trucks and ensure that they are properly and safely loaded onto them

• Ascertain that all documentation regarding packed items is generated from the system and handed over to the delivery personnel

• Arrange all incoming shipments in designated storage areas according to established protocols

• Keep the warehouse area clean and maintained at all times and perform minor repair and maintenance work on equipment such as forklifts and pallet jacks

• Translation of Spanish to English and English to Spanish as well as the review and editing of translated Spanish and English materials. Linguist works with project staff to ensure all customer deliverables are 100% accurate and on time and provides linguistic support when needed. 

• Handle a call volume on average of 50+ calls in a 8 hour shift and exceed pipeline expectations.

• Proven accuracy of translation in the medical, collections, and health insurance industries.

• Quality Checks and review of all translated English and Spanish materials.

• Assist customer and staff with subject matter expertise.

• Work with contracted translators ensuring accuracy.

• Develop and maintain Spanish<>English TM's, glossaries that are industry and customer specific.

• Provide weekly status reports and hold status meetings with the projected staff. 

•Delivered excellent customer service by greeting and assisting each customer.

•Addressed customer inquiries and resolved complaints.

•Stocked and restocked inventory when shipments were received.

•Reorganized the sales floor to meet company demands.

•Directed and supervised employees engaged in sales, inventory-taking, and reconciling cash receipts.

•Wrote order supply requests to replenish merchandise.

•Ensure Excellent operation in; Quality, Service and cleanliness throughout each shift without supervision.

•Manage restaurant controls such as; labor cost, inventory, cash procedures on a daily basis.

•Follow and enforce all restaurant safety and security policies and procedures. 

•Coach and follow-up on crew to ensure excellent operations.

•Assist in continuing growth and development of employees inside the restaurant. 

•Support the General Manager with setting and achieving store goals.

•Successfully manage a department such as; Kitchen, People or Guest Services.

•Create and complete goals for individual department.

•Assist with Quality hiring, staffing and retention.