Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jonathan Policarpe

Wilton Manors

Summary

Results-driven operations leader with 5+ years scaling systems and teams in fast-paced environments. Bringing structure and clarity to complex operations—coordinating across functions, optimizing workflows, and using data to solve problems fast. Skilled at integrating tools, tracking what matters, and keeping teams aligned to deliver consistent, high-quality results. I believe smart systems and strong communication unlock efficiency at scale. My goal: build operations that flow smoothly, adapt quickly, and put the customer experience first.“






Overview

9
9
years of professional experience

Work History

Operations Supervisor

Tesla
08.2023 - Current
  • Supervise and coordinate daily operations overseeing over 2,500 vehicle deliveries per month, ensuring accuracy, timely handoffs, and exceptional customer experience.
  • Track delivery performance metrics and workflow data to identify trends, improve scheduling efficiency, and maintain operational excellence.
  • Collaborate with Technology, Operations, and Customer Experience teams to streamline delivery processes and integrate new digital tools for scheduling and tracking.
  • Utilize Excel and SQL-based reporting to monitor KPIs, reconcile delivery data, and support management with actionable insights.
  • Support system enhancements, troubleshooting, and process documentation to improve communication between teams and reduce delays.
  • Maintain compliance with company standards and contribute to developing standard operating procedures (SOPs) to enhance overall efficiency.

Operations Systems Analyst

Safra National Bank of New York
11.2021 - 08.2023
  • Led technical and analytical operations for financial systems supporting account management, payments, and wire transfers.
  • Utilized SQL and Excel analytics to identify and resolve data inconsistencies across multiple systems, ensuring compliance and accuracy.
  • Supported implementation of system enhancements and integrations between core banking platforms and internal risk management tools.
  • Collaborated with IT and compliance teams to strengthen data protection, user access control, and audit readiness.
  • Delivered process improvements that reduced manual work by 20% and improved operational response times.

Customer Systems Support Lead

Visa
03.2017 - 11.2021
  • Supervised team supporting payment and service platforms across Canada and Latin American customer bases.
  • Applied technical analysis and data reporting to identify and resolve recurring system issues, driving 95% SLA adherence.
  • Assisted in the rollout of new internal ticketing and scheduling systems, training staff on best practices and troubleshooting workflows.
  • Managed escalation queues for system outages, coordinated with global support teams, and implemented post-incident reviews.
  • Contributed to documentation of new tools and features, ensuring clear communication between technical and non-technical teams.

Education

Bachelor of Science - Information Technology – Network Systems Analyst

Broward College
Fort Lauderdale, FL
05-2021

Skills

  • Tier 1/Tier 2 Technical Troubleshooting
  • Advanced Excel (Pivot Tables,Formulas)
  • Workforce Management Systems (Aspect, Calabrio)
  • SQL & Data Validation
  • Business Process Improvement
  • Operations management

Languages

French
Native or Bilingual
English
Native or Bilingual

Timeline

Operations Supervisor

Tesla
08.2023 - Current

Operations Systems Analyst

Safra National Bank of New York
11.2021 - 08.2023

Customer Systems Support Lead

Visa
03.2017 - 11.2021

Bachelor of Science - Information Technology – Network Systems Analyst

Broward College

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