Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
ADDITIONAL INFORMATION
Timeline
Generic
JORGE LASTIRI

JORGE LASTIRI

San Antonio,TX

Summary

Results-driven professional with a proven track record in financial operations, customer service, and revenue growth for leading organizations. Excelled in client relations through cross-selling, problem-solving, and empathetic communication. Growth-oriented leader with over 10 years of experience managing insurance, finances, digital assets, and support processes. Recognized for achieving company goals, with strong expertise in interpersonal communication, organization, budget management, policy development, and resource allocation. Skilled in content creation, including developing CRM templates and updating documentation in tools like Confluence to streamline workflows and enhance team efficiency.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Trust and Safety Agent II

Rover
01.2023 - Current
  • Led training and onboarding for multiple new hire cohorts as a nesting lead, developing instructional materials and facilitating sessions to ensure smooth integration and adherence to company protocols.
  • Managed high-stress escalated calls involving pet emergencies, maintaining empathy and composure while supporting distraught clients.
  • Independently handled a queue of tickets, prioritizing items based on urgency and required attention for efficient resolution.
  • Reviewed and analyzed veterinary documents, invoices, and graphic images to evaluate case details and make informed decisions.
  • Created case intakes to uphold company safety standards and ensure compliance.
  • Resolved complex and challenging situations with a calm, composed demeanor, demonstrating strong problem-solving skills.

Crypto Specialist

tZERO
01.2022 - 10.2022
  • Demonstrated expertise with KYC, using it for client verification and mitigating fraudulent activity, while constantly looking for areas of improvement.
  • Conducted crypto transaction monitoring, employing expertise with both crypto and crypto policy.
  • Handled the review and processing of crypto related send requests, prioritizing efficiency and accuracy.
  • Oversaw the onboarding of clients, informing them of all services and established processes, as well as responding to any inquiries.
  • Verified bank information manually during the bank linking process to ensure accuracy, security and while maintaining confidentiality of client information.
  • Developed and launched tZERO Cryptos email templates for customer service channels.
  • Built tZERO’s backend QA Process, ensuring all users were aware of any new workflows and usages.
  • Managed the QA Process when reviewing support agent cases.

Insurance Specialist

USAA
02.2019 - 05.2021
  • Conducted the processing of eligibility, benefits verification and authorization requests.
  • Liaised with and presented insurance options to customers to close sales on new policies.
  • Served as a subject matter expert, answering internal and external questions and inquiries.
  • Communicated advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales, demonstrating expertise with all company offerings.
  • Employed upselling on additional products and services after identifying customer needs and requirements.
  • Ensured high standards of customer service, building strong professional relationships with clients.

Reservation Agent

Marriott International
06.2018 - 02.2019
  • Provided assistance to customers with making reservations, entering reservation details into computer system for future use.
  • Aided customers in making accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
  • Charged with online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.
  • Troubleshoot and resolved various issues and discrepancies for customers, following up to guarantee resolution.
  • Oversaw and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.

Mail Clerk

United States Postal Service
04.2016 - 04.2018
  • Organized, sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Calculated costs of letters and packages based on classification, weight, and destination.
  • Helped customers in completing and submitting forms to update addresses and report lost or stolen mail.
  • Demonstrated expertise with postal services such as insurance and tracking by upselling them strategically.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.

Retail Banker

Woodforest National Bank
08.2014 - 04.2016
  • Researched and maintained updated knowledge of the financial services marketplace and legal and regulatory environment to uphold the highest ethical requirements in the industry.
  • Provided clients advice and guidance on digital and self-serve options to make banking easy, simple, and fast.
  • Proactively sourced new business, generated appointments and built new relationships to grow the company’s footprint.
  • Probed to understand customer banking and credit card needs to integrate marketing promotions and programs into conversations and offer strategic advice.
  • Acted as the first point of contact for customers, warmly welcoming them and striving to meet banking service and transactional needs with seamless execution.

Education

Completed Studies - Communications

South Plains College
Levelland, Texas
01.2013

Skills

  • Communication Skills
  • Technical Proficiency
  • Organizational Skills
  • Customer Service
  • Risk Management
  • Process Optimization
  • Cryptocurrency Expertise
  • Problem Solving
  • Critical Thinking

Certification

  • Zendesk Customer Service Professional Certificate
  • Career Essentials in Cybersecurity by Microsoft and LinkedIn
  • Career Essentials in Data Analysis by Microsoft and LinkedIn
  • Public Speaking Skills Professional Certificate by Toastmasters International
  • Human Skills in the Age of AI Certificate

Hobbies and Interests

Powerlifting and Strongman (competitive), video content creation (have over 10k followers on TikTok sharing my weight loss journey)

ADDITIONAL INFORMATION

Technical Proficiencies: Microsoft Office Suite, Windows, Salesforce, Jira, Mac OS, DocuSign, LexisNexis, Elliptic, Prime Trust API, Box, Acuant

Timeline

Trust and Safety Agent II

Rover
01.2023 - Current

Crypto Specialist

tZERO
01.2022 - 10.2022

Insurance Specialist

USAA
02.2019 - 05.2021

Reservation Agent

Marriott International
06.2018 - 02.2019

Mail Clerk

United States Postal Service
04.2016 - 04.2018

Retail Banker

Woodforest National Bank
08.2014 - 04.2016

Completed Studies - Communications

South Plains College

Similar Profiles

CREATE PROFILE