Jonathan Ortega
Columbus,OH
Summary
Multi-faceted industry professional experienced with inbound and outbound customer service inquiries, warehouse cartography, and execution of sales goals. Team player with exceptional listening and critical thinking skills. Personable, integral, & dependable work ethic. Encourages others to do their best.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Associate
Guitar Center
10.2023 - Current
- Assisted in the development of improving operational efficiency by implementing new processes and streamlining existing workflows.
- Assisted in the management of inventory levels for optimal product availability and reduced waste.
- Collaborated with cross-functional teams to achieve project goals and meet deadlines.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Assist regularly in quality control measures, reducing errors and enhancing overall product quality.
Lessons Manager
Guitar Center
01.2023 - 09.2023
- Developed and mentored instructors to tailor curriculum to address individual student needs, improving overall understanding and engagement.
- Collaborated with other staff members to create interdisciplinary lessons, promoting a comprehensive learning experience and market lessons department.
- Mentored junior instructors, sharing best practices and contributing to their professional growth.
- Spearheaded initiatives to improve communication between teachers, administrators, parents, and students, enhancing overall educational experiences.
- Ensured curriculum alignment with company Gold standards by regularly reviewing content relevance and currency with instructors.
- Monitored student performance data closely to inform ongoing adjustments in teaching strategies as needed for optimal outcomes.
Operations Manager
Guitar Center
06.2022 - 01.2023
- Spear headed the complete overhaul of failed internet wiring in Store 614 via IT Collaboration and 3rd party technicians.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Strong comprehension of Microsoft systems & MS DOS
Customer Service Manager
Guitar Center
09.2021 - 05.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
Lessons Manager
Guitar Center
06.2019 - 09.2021
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Grew the Program from 54 students to a rolling active student count of 156** The highest student count ever achieved at Guitar Center Columbus
- Provided management oversight and operational control of assigned programs
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Greeted and welcomed new members, establishing and updating memberships to Guitar Centers EZ PAY programs.
- Established team priorities, maintained schedules and monitored performance.
- Maintained store equipment, printers and fax machines.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Multi-Store Manager
Verizon Wireless Authorized Retailer – GoWireless
12.2017 - 02.2019
- District Manager Training Program
- Company GOLD Program Member
- Maintained a 70% Insurance attachment across tenure
- Oversaw employee scheduling and payroll processing to guide operations.
- Used discovery questions to tie ancillary services into main client needs in order to recommend a complete solution.
- Trained and developed new associates on POS system and key sales tactics.
- Instructed staff on appropriately handling difficult and complicated sales.
- Responded to customer concerns with friendly and knowledgeable service.
- Analyzed and settled multi-faceted issues that effected executive leaders and business outcomes.
- Proactively identified performance gaps and implemented process improvements.
- Assigned work to team members based on company needs, personal strengths and job knowledge.
- Analyzed departmental documents for appropriate distribution and filing.
- Validated schematic designs using corporate planogram.
Sales Associate
Verizon Authorized Retailer – GoWireless
01.2015 - 12.2017
- Tenured in 7 Verizon Wireless - GoWireless store locations (N. HIGH ST, S. HIGH ST, GAHANNA, DUBLIN, POLARIS, STUART SQUARE, POWELL)
- Tenured in two states (Ohio & Florida)
- Gold Program Participant. (Accelerated Manager Program)
- Regularly exceeded sales goals.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Built relationships with customers to establish long-term business growth and future opportunities.
- Promptly resolved all customer requests, questions and complaints to ensure customer satisfaction.
- Contacted customers by phone and email in response to inquiries.
- Maintained high Fosubo, GOOGLE, and Praiseworthy customer service reviews.
- Presented customer service knowledge that assisted in diffusing high stress situations with customers and yielded positive buying outcomes.
Sales Associate
Flexicom
06.2015 - 10.2015
- Communicated sales promotions to customers to grow store profit.
- By following up with past customers and present solutions to their needs, I was able to transition leads into paying customers.
- Managed and recorded all leads from outbound telephone marketing.
- Set up new accounts, established customer credit, and set up payment methods.
- Answered customers' questions regarding products, prices and availability.
- Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
Kitchen Manager
Chipotle Mexican Grill
02.2014 - 10.2014
- Correctly calculated inventory and ordered appropriate supplies.
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Led and directed team members on effective methods, operations and procedures.
- Prepared for and executed new menu implementations.
Personal Trainer
Freelance Personal Trainer
09.2013 - 06.2015
- Cultivated positive relationships with participants by interacting with them during training sessions.
- Greeted all members in a professional and friendly manner.
- Assessed individual progress and suggested appropriate changes.
- Tailored unique solutions to individual needs.
- Explained class objectives and steps to achieve clients personal goals.
- Documented/Monitored changes in clients level of fitness.
Education
Associate of Science - Psychology
Columbus State Community College
Columbus, OhioSkills
- Conflict resolution techniques
- Handling Escalations
- Quality Assurance
- Client assessment and analysis
- Logistics management
- Goal-oriented
- Sale expertise
- Detail-oriented
- Strategic thinker
- Training and Mentoring
Certification
- STNA - (State Tested Nurse's Assistant)
- Network Systems and A+ Language Training - (Completion ETA February 2024)
Timeline
Operations Associate
Guitar Center
10.2023 - Current
Lessons Manager
Guitar Center
01.2023 - 09.2023
Operations Manager
Guitar Center
06.2022 - 01.2023
Customer Service Manager
Guitar Center
09.2021 - 05.2022
Lessons Manager
Guitar Center
06.2019 - 09.2021
Multi-Store Manager
Verizon Wireless Authorized Retailer – GoWireless
12.2017 - 02.2019
Sales Associate
Flexicom
06.2015 - 10.2015
Sales Associate
Verizon Authorized Retailer – GoWireless
01.2015 - 12.2017
Kitchen Manager
Chipotle Mexican Grill
02.2014 - 10.2014
Personal Trainer
Freelance Personal Trainer
09.2013 - 06.2015
Associate of Science - Psychology
Columbus State Community College