Jonathan Montalvo
Harlingen,TX
Summary
Dynamic Member Service Specialist with a proven track record at Advance Call Center Technologies, excelling in fraud risk assessment and data analysis. Adept at enhancing customer satisfaction through effective problem-solving and teamwork. Recognized for producing detailed reports that informed senior management decisions, showcasing strong attention to detail and communication skills.
Accomplished professional with extensive experience in member services, focused on delivering exceptional results. Proven track record in enhancing member engagement and satisfaction through effective communication and problem-solving. Team-oriented and adaptable, known for reliability and commitment to achieving results. Proficient in conflict resolution and member relationship management.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Member Service Specialist
Advance Call Center Technologies
02.2025 - 06.2025
- Conducted thorough research to provide accurate information and recommendations, enabling informed decision-making by members.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Maintained a high level of knowledge about emerging fraud schemes, enabling proactive response to potential threats.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Customer Service Supervisor
Advance Call Center Technologies
03.2020 - 02.2025
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Customer Service Trainer
Advance Call Center Technologies
12.2019 - 03.2020
- Assisted in maintaining high levels of employee engagement throughout the training process by incorporating interactive activities and group discussions into each session.
- Created a positive learning environment by fostering open communication and constructive feedback during training sessions.
- Stayed up-to-date on industry trends and advancements, incorporating new customer service strategies into the training curriculum as needed.
- Maintained detailed records on individual trainee progress, enabling accurate assessment of overall program success rates over time.
Bilingual Customer Service Representative
Advance Call Center Technologies
05.2017 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Secretary Intern
Montalvo Roofing
02.2014 - 05.2017
- Responded to inquiries from callers seeking information.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Enhanced office efficiency by organizing and filing documents, managing appointment calendars, and processing incoming correspondence.
Roofing Laborer
Montalvo Roofing
04.2010 - 02.2014
- Removed old roofing material and properly disposed of all debris to maintain clean, organized work sites.
- Performed job duties at low, medium, and advanced heights on regular basis while observing safety protocols to avoid possibility of accidents and falls.
- Completed residential and commercial projects with tight schedules by working effectively with fellow team members.
- Maintained good physical fitness in order to maintain proper balance on inclined surfaces and at high levels off ground.
- Ensured customer satisfaction by maintaining a clean work area and promptly addressing concerns.
- Contributed to timely project completion by efficiently loading, unloading, and organizing materials.
Education
No Degree - Applied Mathematics
Baylor University
Waco, TX05-2016
Skills
- Data entry proficiency
- Computer skills
- Understanding customer needs
- Workflow management
- Customer support services
- Client services quality
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 staff members.
- Achieved top quantity by completing monitoring agents calls followed by coaching and developing their areas of opportunity which lead to an increase in accuracy and efficiency.
- Achieved more efficient environment by introducing macros to excel for automate tasks that ended up reducing work time.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Food Tourism
- Road Trips
- Virtual Reality
- Coding and Programming
- Artificial Intelligence (AI) and Machine Learning
- Sustainable Tech Innovations
- I like trying new recipes and food trends
- Cooking
- Baking
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceFlexible work hoursWork from home optionTimeline
Member Service Specialist
Advance Call Center Technologies
02.2025 - 06.2025
Customer Service Supervisor
Advance Call Center Technologies
03.2020 - 02.2025
Customer Service Trainer
Advance Call Center Technologies
12.2019 - 03.2020
Bilingual Customer Service Representative
Advance Call Center Technologies
05.2017 - 12.2019
Secretary Intern
Montalvo Roofing
02.2014 - 05.2017
Roofing Laborer
Montalvo Roofing
04.2010 - 02.2014
No Degree - Applied Mathematics
Baylor University
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