Jonathan Sosa
Napa
Summary
Customer-focused professional with experience in AI technology, sales, and customer service. Expertise in building relationships and understanding client needs. Demonstrates strong communication skills to enhance customer interactions and drive sales. Committed to delivering outstanding service and consistently exceeding sales targets.
Overview
18
18
years of professional experience
Work History
WRA
Waymo
04.2025 - Current
- Proposed innovative ideas and solutions that improved team performance and outcomes.
- Collaborated with diverse coworkers to achieve goals and resolve issues related to products and services.
- Assisted in Programming &Troubleshooting autonomous vehicles.
- Supported Waymo roadside assistance team by providing timely assistance to stranded vehicles.
- Completed day-to-day duties accurately and efficiently.
Customer Service Representative
Alkemi Clean
Napa
05.2021 - Current
- Expanded customer base by executing cold calls, networking, and building relationships, resulting in increased lead generation.
- Enhanced client satisfaction by promptly addressing concerns and providing exceptional service, leading to higher customer retention.
- Managed over 20 Employees, Active Jobs, Orders and Scheduling.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Maintained up-to-date knowledge of industry trends to inform client interactions and support tailored solutions.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Oversaw operations for 20 employees, coordinating job assignments, order processing, and scheduling.
- Managed over 20 Employees, Active Jobs, Orders and Scheduling.
Customer Service Representative
Career Connect Live
Staten Island
09.2016 - 01.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations, maintaining professionalism while effectively resolving disputes.
- Enhanced customer satisfaction by promptly addressing concerns and delivering accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions to ensure follow-up and effective resolution.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed high volume of over 50 customer calls each day to ensure timely assistance.
Foreman/Truck Driver
REAL MOVERS
Old Bridge
07.2014 - 09.2016
- Inspected truck before leaving terminals to ensure mechanical fitness.
- Load and unload materials to and from designated storage areas.
- Sort and store items according to specifications.
- Read orders and receive and listen to oral instructions to determine work assignment.
- Record number of units handled and moved, using daily production sheet or work tickets.
- Delivered goods with excellent customer service, ensuring satisfaction through courteous interactions.
- Provided excellent customer service when delivering goods with courteous manner.
- Completed projects on time by effectively managing time and prioritizing tasks.
- Verified quality standards and compliance by inspecting completed work.
Delivery Driver
VIP AUTO
Staten Island
06.2011 - 05.2014
- Completed on-time deliveries by choosing best and most efficient routes.
- Utilized GPS systems to accurately navigate routes while adhering to scheduled delivery times.
- Recorded transactions and generated customer receipts for accurate financial tracking.
- Delivered cars to customers.
- Managed customer inquiries and complaints in polite and professional manner.
- Signed up customers for leasing company.
- Managed customer inquiries and complaints in a polite and professional manner.
- Drove revenue growth through targeted sales initiatives, achieving a 15% increase.
- Maintained positive attitude in high-pressure, customer-focused environment to support team morale.
Store Manager
MET FOOD
Staten Island
01.2010 - 04.2012
- Managed store operations and administration, including scheduling, reporting, inventory control, and customer service, to enhance overall store performance.
- Coordinated product demonstrations to increase customer engagement and drive sales.
- Provided customer support over the phone, handling take-out orders and addressing general inquiries.
- Managed inventory control, cash control, and store opening and closing procedures.
- Provided leadership and motivation to team members to increase productivity and efficiency within the store.
- Oversaw daily operations to ensure efficiency and safety, creating a welcoming environment for customers and staff.
- Responsible for assisting customers on the phone, placing take-out orders and answering general questions.
Sales Associate
SPIRIT HALLOWEEN STORE
Staten Island
09.2008 - 12.2009
- Engaged with guests to understand and anticipate customer service needs.
- Managed daily opening and closing tasks to ensure smooth operations.
- Supported product promotion efforts through customer engagement.
- Engaged with guests to identify and anticipate specific customer service needs.
- Solved customer challenges by offering relevant products and services.
- Assisted in processing and replenishing merchandise and monitored floor stock.
- Opened and closed cash registers, balanced cash drawers, and made deposits.
- Resolved customer challenges by recommending tailored products and services.
Education
High School Diploma -
Susan E Wagner High School
Staten Island, NYHVAC Certification - Business Administration
Kingsborough Community College of The City University of New York
Brooklyn, NYSkills
- Sales Development
- Customer Relations
- CRM Tools (Salesforce)
- Call center experience
- Order processing
- Live chat support
- Data accuracy
- Microsoft Office Word
- File Management
- Attention to Detail
- Multitasking
- Complex problem-solving
- Problem-Solving
- Conflict resolution
- Team collaboration
- Technical Writing
Timeline
WRA
Waymo
04.2025 - Current
Customer Service Representative
Alkemi Clean
05.2021 - Current
Customer Service Representative
Career Connect Live
09.2016 - 01.2020
Foreman/Truck Driver
REAL MOVERS
07.2014 - 09.2016
Delivery Driver
VIP AUTO
06.2011 - 05.2014
Store Manager
MET FOOD
01.2010 - 04.2012
Sales Associate
SPIRIT HALLOWEEN STORE
09.2008 - 12.2009
High School Diploma -
Susan E Wagner High School
HVAC Certification - Business Administration
Kingsborough Community College of The City University of New York