Summary
Overview
Work History
Education
Certification
Languages
Timeline
Generic

Jose Luis Alvarado

Summary

A self-driven, personable professional with over 10 years of experience in administrative and customer service support with a solid reputation of integrity, strong work ethic, and commitment to company objectives. Fluent in both English and Spanish

Overview

13
13
years of professional experience
1
1
Certification

Work History

Specialist International Client Services

Charles Schwab & Co
08.2024 - Current
  • Servicing International (non-US residents) and domestic clients with a full range of service and trading needs
  • Assist clients with education on how to self-service and navigate our online website & applications such as schwab.com and thinkorswim
  • Handle working in a fast-paced environment, when assisting clients in placing stock, ETF's, mutual fund, and option trades
  • Ability to quickly identify client needs, and demonstrate empathy while applying sound judgment when taking action to achieve client objectives
  • Complete document translation and help internal business partners with phone translation when helping Spanish-speaking clients

Retirement Service Operational Support

Charles Schwab & Co
06.2020 - 08.2024
  • Provide clients with expertise on complex product and service questions on IRA's (i.e. Traditional, Roth, Inherited IRA, Educational Savings Account) and small business retirement plans (SEP, SIMPLE, QRP/QKEPA, i401k)
  • Utilize a passion for customer service, positive energy, and problem solving skills to connect with our clients and colleagues via inbound and outbound calls
  • Help customers process several retirement account transactions such as distributions, ROTH conversions and changes to tax withholding elections
  • Assist clients navigate Schwab products, services, and online tools
  • Work as a Subject Matter Expert (SME) for Retirement Service Operations extension line which help assist internal representatives with complex questions regarding retirement account transactions, account update request, and client correspondence
  • Provide additional support to the RSO department by assisting in the Retirement Service Help Desk internal chat
  • Manage multiple task effectively by balancing high productivity with excellent service quality

Business Operation Analyst

JPMorgan Chase, JPMorgan Chase & Co
10.2017 - 06.2018
  • Lead incidents to resolution by contacting application developers and making them aware of issues that have been reported to our group
  • Provide updates to upper management and vendors on ticket resolution
  • Calculate monetary and productivity losses to the business and merchants for issues they are experiencing and escalate the priority of tickets based on impact severity
  • Work with Workforce Management and review Intra-day performance data of calls in queue, call abandonment rate and help calculate customer impact on the incidents reported

Contact Center Manager

JPMorgan Chase
10.2012 - 10.2017
  • Motivate my reporting phone specialist by recognizing their strong performance, conduct weekly coaching sessions, help set goals and provide resources to educate and further develop their skills
  • Handle various administrative duties through technical applications – Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, Web Stats, Avaya, NICE Call Monitoring System, Oracle TAS, and ESP
  • Monitor the specialist customer phone interactions to ensure they adherence to quality control, demonstrate good customer service and meet regulatory compliance
  • Assist with the interview process of prospective new hire phone specialist and provide feed- back to my line of business (LOB)
  • Exercise authority within limits using excellent business judgment to ensure customer needs are meet and that policy and probability are not compromised
  • Lead multiple site initiatives and was in charge of the new hire orientation for each class of newly hired employees joining the firm

Education

High School Diploma -

Paramount High School
Paramount, CA
05-2005

Certification

  • Licensed Series 7
  • Licensed Series 63

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Specialist International Client Services

Charles Schwab & Co
08.2024 - Current

Retirement Service Operational Support

Charles Schwab & Co
06.2020 - 08.2024

Business Operation Analyst

JPMorgan Chase, JPMorgan Chase & Co
10.2017 - 06.2018

Contact Center Manager

JPMorgan Chase
10.2012 - 10.2017

High School Diploma -

Paramount High School

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Jose Luis Alvarado