Jordin Pomales
Phoenix,AZ
Summary
Motivated with engaging personality and flexible approach. Upbeat, friendly, great at anticipating customer and employee needs to facilitate excellent customer service and satisfaction. Adaptable professional with expertise in personnel development, team collaboration and resolving issues with customers, team members and management. Highly-motivated, with desire to take on new challenges. Strong work ethic, and exceptional interpersonal relationships. Adept at working effectively unsupervised and quickly mastering new skills and tasks.
Overview
9
9
years of professional experience
Work History
Lead Customer Care Professional
American Express
11.2023 - Current
- Assessed team performance against established goals and objectives
- Created detailed reports on employee performance metrics for senior leadership review
- Maintained up-to-date knowledge of industry trends in order to apply best practices
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement through weekly/biweekly 1:1's.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved customer inquiries and complaints requiring management-level escalation
- Organized team activities to build camaraderie and foster pleasant workplace culture
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Mentored underperforming employees, leading to improved performance and meeting company targets consistently.
- Delivered engaging presentations covering various aspects of customer service best practices, resulting in enhanced knowledge retention among participants.
- Developed customized learning materials tailored to individual learning needs, ensuring a higher retention rate among CCP's
Amex Assurance Company Coach
American Express
05.2023 - 11.2023
- Successfully trained new hire team members, ensuring they were equipped with the knowledge and skills necessary to excel in their roles
- Helped facilitate the certification process for the new hire team, guiding them through the requirements and helping them complete the AAC CCP certification process successfully
- Played an important role in driving team performance through effective coaching, mentorship, and constructive feedback
- This included weekly 1-to-1's with the team and consistent mentoring in the moment
- Developed a personable connection with the team in order to build trust, achieve results, and understand their individual learning styles and behaviors
- Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.
- Analyzed performance metrics to identify skill gaps within the team, developing targeted training initiatives to address these areas effectively.
Amex Assurance Company Customer Care Professional
American Express
07.2022 - 05.2023
- Answered questions for card members and made sure they left the call with a better understanding of the situation
- Created a friendly environment while speaking to the customers
- Helped card members set up claims
- Learned about different types of credit card benefits and insurances and applied these skills every day while working
- Was awarded the Customer First Award in the beginning of 2023
CB Live Server
CB Live
03.2021 - 07.2022
- Cultivated warm relationships with regular customers
- Worked with POS system to place orders, manage bills, and handle complimentary items
- Arranged and prepared tables for customers to offer memorable experiences to guests, and foster repeat business
- Increased sales significantly by upselling higher-end products to customers
Barista
Starbucks
06.2019 - 12.2021
- Pleasantly interacted with customers during hectic periods to promote a fun, positive environment
- Created a wide variety of hot and cold drinks in average shifts, with consistently positive customer satisfaction scores
- Controlled line and crowd with quick, efficient service
- Maintained regular and consistent attendance and punctuality
- Elevated customer loyalty by using strong communication abilities to resolve customer problems
Shift Lead
Jamba Juice
03.2016 - 03.2018
- Completed store opening and closing procedures, and balanced tills
- Trained and mentored new employees to maximize team performance
- Responded to and resolved customer questions and concerns
- Kept employees operating productively and working on tasks to meet business and customer needs
- Enforced company policies and regulations with employees
Education
Bachelor of Science - Hotel, Motel, And Restaurant Management
Northern Arizona University
Flagstaff, AZ05-2025
Skills
- Cool Under Pressure
- Relationship building
- Adaptability and flexibility
- Customer Service And Rapport
- Team Player
- Customer Satisfaction
- Approachable
- Reliable
Accomplishments
- Honoree of Phi Theta Kappa
- 4.0 GPA
Timeline
Lead Customer Care Professional
American Express
11.2023 - Current
Amex Assurance Company Coach
American Express
05.2023 - 11.2023
Amex Assurance Company Customer Care Professional
American Express
07.2022 - 05.2023
CB Live Server
CB Live
03.2021 - 07.2022
Barista
Starbucks
06.2019 - 12.2021
Shift Lead
Jamba Juice
03.2016 - 03.2018
Bachelor of Science - Hotel, Motel, And Restaurant Management
Northern Arizona University