Jonathan Lorenzo
Palm Harbor,Fl
Summary
Organized and dependable professional successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Principal Complaints Coordinator
Capital One
08.2019 - Current
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Manage customer complaint cases from initiation to resolution, focusing on remediating relationships and enhancing customer satisfaction.
- Collected and analyzed business data to prepare reports and presentations for management.
- Maintain and upload the team's daily work, ensuring accurate documentation and process adherence.
- Recipient of the ROAR Award Q2, 2023 for top 5% departmental performance.
- Created, tested and implemented google apps script code to automate daily case upload.
Customer Service Coordinator
Capital One
08.2016 - 08.2019
- Responded to customer needs through competent customer service and prompt problem-solving.
- Took ownership of customer issues and followed problems through to resolution.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Appointed as a SME/head coach for new hire loyalty classes to assist trainers in delivering accurate rewards training.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.
Front Service Clerk
Publix
04.2013 - 08.2016
- Enhanced customer satisfaction by providing efficient and friendly front-end services.
- Assisted in maintaining a clean and organized store environment for optimal shopping experiences.
- Streamlined checkout processes by accurately handling cash, credit card, and check transactions.
- Resolved customer issues with professionalism, escalating concerns to management when necessary.
Education
Hillsborough Community College
Tampa, FLSkills
- Updating Stakeholders
- Customer Service
- Problem-solving abilities
- Time Management
- Analytical Skills
- Excellent Communication
- Documentation and Recordkeeping
- Process Improvement
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Principal Complaints Coordinator
Capital One
08.2019 - Current
Customer Service Coordinator
Capital One
08.2016 - 08.2019
Front Service Clerk
Publix
04.2013 - 08.2016
Hillsborough Community College