Jossheid Santiago
Orlando,FL
Summary
Dynamic professional with extensive experience at JP Morgan Chase, excelling in customer service and conflict resolution. Proven track record in coaching and employee development, implementing effective action plans that enhanced performance metrics. Skilled in training assessment and fostering team collaboration, consistently achieving high customer satisfaction and operational efficiency.
Overview
3
3
years of professional experience
Work History
DCC (Development Center Coach
Project
Orlando, FL
07.2024 - Current
- Developed and implemented individualized coaching plans for specialist to help them reach their goals.
- Maintained records of all coaching activities and documented successes achieved through the program.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Developed specific action plans aimed at improving overall metric levels across training.
- Assisted in training two different classes—one in-person and one virtual—as a support DCC and Co-Lead DCC.
- Provided guidance and mentorship to new trainees, ensuring they understood company procedures, systems, and customer service expectations.
Account Specialist I
JP Morgan Chase
Lake Mary, FL
06.2022 - Current
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer complaints promptly and efficiently.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer inquiries and provided accurate information regarding products and services.
Retail Orlando & Atlanta Chats Support
Project
Orland, FL
01.2025 - 01.2025
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Assisted specialists with technical issues on a wide range of products and services via live chat.
- Provided support for all retail Orlando and Atlanta chats, ensuring prompt and accurate responses to client inquiries during a one-month project period.
- Assisted team leaders with survey evaluations and quality evaluations, ensuring that data was accurately tracked.
- Acted as a point of contact for inquiries, facilitating effective communication between the team and leadership.
- Ensured seamless operations across the Orlando and Atlanta retail teams during the project period, maintaining a high standard of customer satisfaction.
FRB (First Republic Bank)
Project
Orlando, FL
11.2023 - 06.2024
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered inbound calls for high-value clients, providing personalized service to ensure their needs were met promptly and accurately.
- Provided ongoing coaching and mentoring services to help learners improve their skillsets.
- Facilitated team-building exercises to enhance workplace collaboration and morale.
- Trained employees on new software with minimum level of frustration and training friction.
Education
GED -
Timber Creek Highschool
Orlando, FL05-2021
Skills
- Coaching techniques
- Training assessment
- Performance evaluation
- Action planning
- Customer service
- Conflict resolution
- Team collaboration
- Data tracking
- Employee development
Languages
Spanish
Professional
English
Professional
Timeline
Retail Orlando & Atlanta Chats Support
Project
01.2025 - 01.2025
DCC (Development Center Coach
Project
07.2024 - Current
FRB (First Republic Bank)
Project
11.2023 - 06.2024
Account Specialist I
JP Morgan Chase
06.2022 - Current
GED -
Timber Creek Highschool
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