Summary
Overview
Work History
Education
Skills
Timeline
Generic
Jonathan DeJesus

Jonathan DeJesus

Jacksonville

Summary

Dynamic Assistant Vice President at Citibank, adept at strategic planning and team leadership. Proven track record in enhancing customer satisfaction and driving performance improvements through data analysis and effective relationship building. Skilled in issue resolution, fostering a high-performing culture that consistently exceeds service level agreements.

Overview

16
16
years of professional experience

Work History

Assistant Vice President

Citibank, NA
05.2016 - 04.2025
  • Supervised and led a team of up to 25 customer service advocates in a high volume contact center, ensuring adherence to performance metrics and service level agreements.
  • Monitored daily operations which includes call quality during customer interactions, productivity, to maintain compliance with policy and financial regulations.
  • Provide coaching, mentoring, and performance evaluations to enhance team effectiveness, morale, and career development.
  • Analyzed contact center reporting around KPIs which include call handle time, first call resolution, and customer satisfaction scores to drive performance improvements.
  • Managed escalated client issues with professionalism and in accordance with Citibanks standards for quality and customer care.
  • Collaborated with workforce management and scheduling teams to ensure adequate coverage and optimized resource utilization.
  • Led consistent team meetings to communicate updates, policy changes, and organiztional goals.
  • Supported the implementation of new systems, tools, and processes to improve both the experience of the client and the advocate in order to enhance operational efficiency.
  • Conducted root cause analysis of service issues and implemented corrective action plans.
  • Maintained up to date knowledge of Citibanks products, services, and regulatory requirements to support accurate customer service delivery.

Specialty Sales Manager Connections

Best Buy
03.2012 - 04.2016
  • Led the Connections sales team in expert solutions across mobile, connected home, and digital service categories.
  • Drove sales performance by setting daily and weekly goals, monitoring KPIs, and coaching team members to exceed revenue and customer service targets.
  • Developed and executed sales strategies to promote mobile phone activations, carrier plans, Geek Squad services, and smart home installations.
  • Maintained deep knowledge of wireless carriers, plans, promotions, and connected device ecosystems to ensure accurate customer recommendations.
  • Partnered with operations and inventory teams to ensure proper product availability and merchandising in high demand categories.
  • Delivered one on one coaching and performance feedback to develop employee skills in solution based selling and customer engagement.
  • Promoted a "customer first" culture by modeling Best Buy's values and ensuring consistent delivery of a seamless end to end shopping experience.
  • Collaborated with store leadership and vendor partners to drive promotional campaigns and achieve business goals.
  • Managed employee scheduling, training, and compliance to ensure operational efficiency and full team readiness.
  • Analyzed sales data and customer feedback to identify trends and opportunities for improved performance and service delivery.

Corporal

New Horizon Security Services
04.2011 - 03.2012
  • Supervise and guide security officers during assigned shifts.
  • Conduct routine patrols to ensure the safety and security of premises, personnel, and property.
  • Respond to incidents, alarms, and emergencies promptly and effectively.
  • Maintain accurate incident and shift reports, ensuring timely communication with superiors.
  • Support the implementation of security policies, procedures, and training.
  • Conduct post inspections and ensure officers are properly equipped and briefed.
  • Coordinate with law enforcement, emergency responders, and management when required.
  • Provide assistance with conflict resolution and de-escalation when needed.
  • Ensure compliance with access control, visitor management, and surveillance procedures.
  • Report any irregularities, hazards, or breaches of security protocol.

Department Lead

The Sports Authority
04.2009 - 04.2011
  • Oversee daily operations of the assigned department, including inventory, merchandising, and sales floor organization.
  • Supervise and coach sales associates to ensure excellent customer service and product knowledge.
  • Monitor stock levels, execute replenishment strategies, and ensure accurate signage and pricing.
  • Maintain visual merchandising standards according to company guidelines.
  • Assist customers with product selection, returns, and inquiries.
  • Train new associates and support cross-training within the store.
  • Collaborate with management to meet or exceed sales targets and department goals.
  • Ensure compliance with all company policies, procedures, and safety regulations.
  • Provide feedback to management on product trends, customer preferences, and team performance.
  • Open and close the department as needed, ensuring readiness for daily operations.

Education

No Degree -

George Mason University
Fairfax, VA

General Studies

Wesley Chapen High School
Wesley Chapel
05-2007

Skills

  • Decision making & judgment
  • Issue resolution skills
  • Negotiation
  • Effective relationship building
  • Strategic planning
  • Risk management
  • Department policies & procedure implementation
  • Staff management
  • Corporate communications
  • Cross-functional team leadership
  • Team leadership
  • Data analysis

Timeline

Assistant Vice President

Citibank, NA
05.2016 - 04.2025

Specialty Sales Manager Connections

Best Buy
03.2012 - 04.2016

Corporal

New Horizon Security Services
04.2011 - 03.2012

Department Lead

The Sports Authority
04.2009 - 04.2011

No Degree -

George Mason University

General Studies

Wesley Chapen High School

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