Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Jorge López

Jorge López

Orlando,FL

Summary

Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Supervisor Customer Support Training and Design

JetBlue
10.2013 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Managed 21 Instructors (6 remote), 2 Designers and 1 Coordinator.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Collaborated with cross-functional teams to conceptualize and refine product concepts.
  • Conducted research to identify and evaluate new technologies and concepts.
  • Drafted documentation detailing design requirements and technical specifications.

Instructor Customer Support

JetBlue
10.2013 - Current
  • Distributed course syllabus and communicated course standards and learning objectives to students.
  • Supervised and monitored students' use of tools and equipment.
  • Engaged students in academic and practical conversations that elicited critical thinking, creativity, collaboration and communication.
  • Kept updated with developments in subject area curriculum, technical and career trends and teaching resources and methods.
  • Observed and evaluated students' work to determine progress, provide feedback, and make suggestions for improvement.

Bilingual Customer Support Representative

JetBlue
08.2013 - Current
  • Utilized Spanish proficiency to build relationships with Spanish-speaking customers.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.

Education

No Degree - Business Administration

University of Puerto Rico
Rio Piedras, Puerto Rico

High School Diploma -

Academia Del Sagrado Corazon
Santurce, Puerto Rico
05.1990

Skills

  • Call Center Customer Service
  • Consumer Behavior
  • Delivery Schedules
  • Confidential Records Management
  • Project Requirements
  • Constructive Feedback

Accomplishments

2018 Crewmember of the Year

2018 Highest Survey Results

2017 Crewmember of the Year

2017 Highest Lift Awards Received Company-wide

2016 Highest Lift Awards Received Company-wide

2015 Highest Lift Awards Received Company-wide

2014 Highest Lift Awards Received Company-wide

Certification

Complaint Resolution Official (CRO)

Blue Select Certified

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Supervisor Customer Support Training and Design

JetBlue
10.2013 - Current

Instructor Customer Support

JetBlue
10.2013 - Current

Bilingual Customer Support Representative

JetBlue
08.2013 - Current

No Degree - Business Administration

University of Puerto Rico

High School Diploma -

Academia Del Sagrado Corazon

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Jorge López