Jose Pinell
Cape Coral,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Agent
World Travel Holdings
07.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Adapted to new applications and maintained knowledge of current technologies.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Facilitated communications through management of inbound and outbound customer calls.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Strengthened relationships with clients through proactive follow-up on pending issues and concerns.
- Implemented new strategies to reduce average call handle time while maintaining excellent service quality.
- Supported cross-functional teams in developing strategies to enhance customer experience across various touchpoints.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
President
Confidential Executive Transportation Group Inc
02.2017 - 12.2022
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
- Cultivated strong relationships with external partners to foster collaboration and maximize resources.
- Reduced operational costs through strategic cost management initiatives.
- Monitored financial performance and implemented measures to enforce compliance with budgetary standards.
- Supported project management team for optimal performance.
- Prepared annual budget forecasts and monitored performance to meet organizational objectives.
- Employed optimal safety practices to reduce worksite complaints and hazards.
- Established innovative policies to improve organizational performance and increase customer satisfaction.
- Developed and implemented comprehensive risk management programs to mitigate potential liabilities.
- Enhanced company performance by implementing strategic plans and overseeing daily operations.
- Developed strong partnerships with cross-functional teams for improved collaboration and efficiency.
Maintenance Manager
Excellence Limousine Services
04.2015 - 01.2017
- Supervised employee performance, preventive maintenance, and safety.
- Scheduled regular inspections of equipment and facilities to manage wear and tear.
- Trained maintenance technicians to apply proper techniques and best practices and comply with safety protocols.
- Planned scheduled maintenance outages as part of preventive maintenance program.
- Established and documented protocols for preventive maintenance procedures, decreasing equipment issues, and reducing downtime.
- Collaborated with other departments to verify completion of maintenance tasks.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Procured pricing information from various vendors to support cost-effective purchasing.
- Prepared and reviewed maintenance contracts with external service providers to offer mutually binding agreements.
- Reduced downtime by efficiently overseeing the maintenance team and prioritizing tasks according to urgency.
Business Consultant
Global Capital & Equity
05.2005 - 04.2015
- Evaluated situations and delivered targeted solutions using various tools and resources.
- Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
- Developed complete business plans and operational strategies for new and existing business.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Performed as consultant for startup business in areas of marketing, logistics, and training to various behavioral healthcare service professionals.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Led restructuring of organization internal processes, resulting in improved performance.
- Evaluated suppliers to maintain cost controls and improve operations.
- Devised processes to boost long-term business success and increase profit levels.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Delivered successful projects within tight deadlines, ensuring consistent client satisfaction and timely project completion.
- Established strong client relationships through excellent communication and negotiation skills to secure long-term contracts.
- Collaborated with cross-functional teams to ensure seamless execution of complex projects while meeting all stakeholders'' expectations.
- Evaluated existing business models, identifying areas of improvement to increase revenue generation potential.
- Crafted persuasive proposals that secured high-value projects from both new and existing clients.
- Devised and implemented processes and procedures to streamline operations.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Evaluated staff performance and provided coaching to address inefficiencies.
Education
Master of Science - Organizational Leadership
Grand Canyon University
Phoenix, AZ05.2013
MBA - Accounting And Finance
Grand Canyon University
Phoenix, AZ08.2010
Bachelor of Science - Political Science
University of San Diego
San Diego, CA06.1998
Skills
- Case Management
- Call Control
- Information Verification
- Exemplary Work Ethic
- File Management
- Documentation and Reporting
- CRM Software
- Inbound Customer Service
- Needs Assessment
- Outstanding Communication Skills
- Customer Relations
- Account Management
- Problem Resolution
- Call Flow Maximization
- Billing Inquiries
- Correspondence Composition
- Microsoft Office Suite Proficiency
- Order Placement
- Service-Oriented Self-Starter
- Customer Complaint Resolution
- Cross-selling
- Active Listening
- Decision Making
- Conflict Resolution
- Technical Support
- Computer Literacy
- Shipping and Logistics
- Problem Solving
- Performance Metrics
- Multitasking
- Adaptability
- Language Proficiency
- Customer Focus
- Report Generation
- Consultative Sales
- Scheduling
- Money Handling Abilities
Certification
- Licensed Travel Professional - IATA
- PADI Open Water Certified - 08/14/1994
Languages
Spanish
Native or Bilingual
German
Full Professional
Timeline
Customer Service Agent
World Travel Holdings
07.2022 - Current
President
Confidential Executive Transportation Group Inc
02.2017 - 12.2022
Maintenance Manager
Excellence Limousine Services
04.2015 - 01.2017
Business Consultant
Global Capital & Equity
05.2005 - 04.2015
Master of Science - Organizational Leadership
Grand Canyon University
MBA - Accounting And Finance
Grand Canyon University
Bachelor of Science - Political Science
University of San Diego