Jonathan Villanueva
Pottsville,PA
Summary
Motivated Store team leader, that provides excellent customer service and leadership. With over 7 years of wireless experience, to provide inspiration to my team so they continue to strive and improve customer satisfaction. Introducing customers to ever growing technology and teaching them how to use it to improve their lives. I Take pride and joy in all that I do and am willing to keep learning and growing as a person and in a work field that I love to work in.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Store Team Leader
The Wireless Experience
01.2019 - Current
- Developed and implemented store-wide policies and procedures to improve customer service and store operations.
- Maintained guest-friendly environment to drive sales, repeat business and service.
- Handled customer complaints and issues politely and professionally.
- Completed routine store inventories.
- Coordinated with day management regarding on-going issues.
- Transferred, created and received stock orders to guarantee product stability.
- Prepared materials for following shift.
- Opened and closed store by counting cash, closing and opening registers and delegating daily staff assignments.
- Interviewed, trained and coached team members to achieve company and store goals.
- Monitored staff performance, customer service and sales goals to meet and exceed targets.
- Designed improvement plans to address areas that wireless representatives were struggling in the month prior.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Developed strong rapport with customers and created positive impression of business.
- Creating schedule for the following month 2 weeks prior to the new month starting.
Wireless Specialist
AT&T
01.2018 - 01.2019
- Assist customers with bill payments for both wireless & TV service.
- Evaluate customers accounts for potential savings and offers they might qualify for.
- Help customers with technical issues on their phones to the best of my knowledge.
- Sell customers cell phones and TV service along with the best plan to fit their needs.
- Sell customers protection packages and accessories for their devices.
- Scan phone & sim card inventory once a day / Scan accessory inventory once a month.
- Responsible for taking deposits to the bank.
- Responsible for handling money and ensuring customers get the correct change.
- Accept orders that come in, along with putting everything on stocking shelves and safe.
- Keep store looking clean.
- (vacuum, dust phones & counters, do garbage, clean bathroom.).
- When manager isn't present Monday's, Ship trade-ins and overstock via UPS.
- Make sure my scorecard is at 100% or higher every month.
Machine Operator
KNF
04.2017 - 11.2017
- Operating a machine and ensuring that product is clean.
- Packing material, Placing appropriate labels on material and boxes.
- Moving boxes to appropriate skid, locating and producing packing material.
Dispatcher
Riga Travel
01.2016 - 11.2016
- Assigned drivers to incoming and upcoming jobs.
- Scheduling jobs that were outside of Tri-state area.
- Researched companies to ensure a reliable relationship for jobs outside of Tri-state area.
- Organized and maintained all files relevant to incoming jobs in binders.
- Checked and maintained company email.
- Ensured that drivers were on schedule and that jobs were carried out thoroughly.
- Answered and made calls to clients, NBC Studios, hotels, and drivers.
- Researched, scheduled, cancelled, and booked rooms for clients.
- Promptly resolved any sudden complications or changes.
Wireless Specialist
Boost Mobile
01.2010 - 01.2016
- Assist customers with bill payment.
- Evaluate a customer's wants and needs.
- Provide plan and phone information that will work for client.
- Handle angry customers over the phone and in person.
- Helped customers with service disruption and other problems that arose.
- Maintained the order of accessories and other items in store.
- Identified current and missing inventory.
- Responsible for handling money and ensuring that customers received proper discounts and change.
- Responsible for ensuring the business was opened and closed.
Education
Business
College of Staten Island of The City University of New York
Staten Island, NY05.2013
High School Diploma - undefined
Port Richmond High School
Staten Island, NY06.2012
Skills
- Extremely organized
- Data entry
- Strong verbal communication
- Listening & Understanding
- Microsoft Word
- Excel
- PowerPoint
- Google Docs
- RQ
- Opus Mobile
- SalesForce/Customer Connect
- Inventory
- Cash Management
- Scheduling
- Interviewing
- Client assessment and analysis
- Providing a great customer experience
- Being a Leader to my wireless specialist to ensure we win as a Team
- I always provide maximum Effort, stay Consistent & hold myself Accountable
Accomplishments
- Rising Star Of 2018
- Protection Leader Of 2018
- Presidents Club 2019
- Best in Class Q1 2nd Place 2022
- Best in Class Q2 2nd Place2022
- R.E.A.L. kARtel Top Overall Location Q4 2022
Certification
Merit Roll from 2009 to 2011
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Store Team Leader
The Wireless Experience
01.2019 - Current
Wireless Specialist
AT&T
01.2018 - 01.2019
Machine Operator
KNF
04.2017 - 11.2017
Dispatcher
Riga Travel
01.2016 - 11.2016
Wireless Specialist
Boost Mobile
01.2010 - 01.2016
Business
College of Staten Island of The City University of New York
High School Diploma - undefined
Port Richmond High School
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