JORDAN OMAR GONZALEZ DIAZ

• Manage and lead associates to achieve production targets, maintain and control inventory levels, and provide exceptional customer service.
• Conduct informal and formal observations of associates.
• Communicate expectations, and provide feedback to associates.
• Participate and make recommendations in the screening, hiring, and development of associates.
• Maintain key performance measures.
• Learn, participate, and execute continuous improvement efforts. Assist with the development and execution of production plans.
• Ensure proper inventory levels of all materials and equipment, including, but not limited to, personal protective equipment, tools, and chemicals, using the supply ordering system.
• Provide support to the sales, business office, and purchasing teams when needed.
• Ensure compliance with all aspects of risk management, including the administration of loss prevention, facility maintenance, environmental, health, and safety guidelines.
• Handle customer concerns in a quick, efficient, and friendly manner.
• Other duties and responsibilities, as assigned by the Operations Manager.

• Ensures that all positions are properly staffed at all times.
• Ensures that the cosmetic repairs specified result in finished vehicles that meet CarMax's cosmetic quality standards.
• Achieves daily and weekly production targets in each cosmetic work zone (Paint and Detail).
• Partners with other functional areas and managers, as needed, to collaborate on questions of vehicle quality and potential kicks.
• Participate and ensure compliance with all CarMax Training and Process initiatives.
• Performs all asset protection and EH&S responsibilities expected in the role.
• Ensures positive associate engagement through consistent use of the Associate Care and Communication (AC&C) tools, such as round tables, one-on-ones, and Compass Engagement Meetings.
• Manages associates at the individual level by using Managing to the Individual (MTI) and through the consistent use of performance management tools, including performing consistent feedback, observations, file reviews, IDPS, APRs, and performance management.
• Drives team and store performance in meeting or exceeding all department metric goals.
• Continually develops functional knowledge.

Greeted all service customers warmly, demonstrating exceptional customer service skills and empathy.

Assisted Service/Customer Operators with incoming service calls as needed.

Conducted thorough interviews to accurately document customer concerns.

Established specific call times for customer updates on vehicle status, ensuring commitments were met.

Created repair orders and efficiently routed work to technicians or mechanical associates.

Obtained accurate estimates and approvals for Extended Service Policy claims.

Consulted with customers regarding necessary repairs and services provided.

Reviewed repair orders for accuracy in labor, parts, and sublet documentation before billing.

• Manage the guest registration process, and other front desk operations.
• Communicate hotel services, promotions, and information to guests.
• Handle guest inquiries, issues, and complaints, requiring strong problem-solving and conflict-resolution skills.
• Ensure compliance with Hyatt's brand standards and service levels.
• Cash control for agents, and assisting with staffing needs.
• Employee of the Week several times.
• In November 2017, I was named Employee of the Year at Hyatt Regency Coral Gables.

• Assist senior managers: support managers with daily tasks, participate in meetings, and learn about company policies and practices.
• Support multiple departments: Rotate through different areas, such as sales, finance, operations, and IT, to gain a holistic view of the business.
• Analyze data and report: Track business performance, analyze reports, prepare presentations, and report on progress and findings to management.
• Contribute to strategic planning: Help implement new strategies, participate in strategic planning sessions, and conduct research to increase profitability.
• Help with employee management: Assist in the hiring process, and learn to monitor and evaluate employee performance and contributions.
• Focus on customer relations: Provide customer service and develop new client relationships, especially in roles focused on client-facing departments.

• Formal Visits and Events: Protocol officers plan and coordinate formal visits by foreign heads of government, ministers, and other dignitaries. They also manage the logistics for official events, including seating arrangements, flag displays, and guest lists, according to established protocol rules.
• Diplomatic Accreditation: They are responsible for the admission and accreditation of foreign diplomatic and consular staff. This includes processing the credentials of newly arrived ambassadors, and registering other personnel.
• Gift Exchange: Protocol services manage the exchange of gifts between the host country and foreign officials, including the selection, presentation, and record-keeping of gifts.
• Liaison and Coordination: They act as a liaison between the embassy and various government agencies, such as customs and immigration, to facilitate smooth entry and exit for diplomats, and ensure all necessary clearances are obtained.
• Cultural and Logistical Support: Protocol officers provide cultural and logistical briefings to assist with successful interactions. They also help arrange accommodations and other logistical support for visiting delegations.