Summary
Overview
Work History
Skills
Languages
Timeline
Generic

JONATHAN URENA

Kissimmee,FL

Summary

Experienced professional with a strong background in account management and client relations, with over 5 years of dynamic customer service and operations expertise. Demonstrated track record of streamlining office operations, boosting employee engagement, and elevating customer satisfaction levels. Fluent in English and Spanish, bringing valuable bilingual skills to the table.

Overview

7
7
years of professional experience

Work History

Motor Coach Operator

Mears Transportation
11.2024 - 04.2025
  • Successfully operated and maneuvered commercial vehicles in a safe and efficient manner.
  • Exercised sound judgment when dealing with difficult situations such as hazardous road conditions, emergency detours, and passenger deescalation.
  • Exhibited high energy and professionalism when dealing with clients, passengers, and third party employees.

Collections Agent

Travel and Leisure
09.2021 - 05.2024
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Developed professional relationships with clients to facilitate communication and encourage prompt payment.
  • Ensured accurate records by entering client details into the system for interdepartmental access.

Retention Specialist

Charter Communications
09.2019 - 09.2021
  • Utilized skills in problem solving and decision making to bring about immediate results, such as retention of the customer and/or upsell of a product.
  • Documented all call information according to standard operating policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.

Associate Banker

JP Morgan Chase
01.2018 - 08.2019
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.

Skills

  • Conflict resolution
  • Account management
  • Customer relationship management
  • Date entry and support
  • Bilingual communication
  • Retention strategies

Languages

Spanish
Native or Bilingual

Timeline

Motor Coach Operator

Mears Transportation
11.2024 - 04.2025

Collections Agent

Travel and Leisure
09.2021 - 05.2024

Retention Specialist

Charter Communications
09.2019 - 09.2021

Associate Banker

JP Morgan Chase
01.2018 - 08.2019

Similar Profiles

CREATE PROFILE