Summary
Overview
Work History
Education
Skills
Timeline
Generic

Juan Cortez

Phoenix,USA

Summary

Results-driven Technical Liaison Subject Matter Expert with 6 years of experience in the banking industry. Specializes in defect management and world-class customer service support. Proven track record of achieving service levels and learning new skills. Skilled in communication and collaboration, with a focus on improving customer and associate experiences. Recognized for leadership as an Employee Engagement Campus Pillar Member and On Job Training Coach.

Overview

7
7
years of professional experience

Work History

Officer, Technical Liaison SME

Bank of America
12.2020 - Current
  • Defect identification, resolution, trending, and quality of service.
  • Audit letter submissions in relation to active credit card accounts.
  • Create and publish powerpoint presentations for enterprise use.
  • Deliver weekly iKnow training material while filing meeting notes for team distribution.
  • Achieve service levels while managing changing case priorities and level of stated urgency.
  • Internal partner defect engagement (e.g. research, triage, updates)
  • Production Issue Management (Complex defects/Remedy Incidents)
  • New initiative awareness (e.g. CAST assessment, functional overviews)
  • Digital Product support engagement (Operational product status and defect updates)
  • Associate Readiness engagement (Product enhancements, overview, and timelines)
  • Digital procedure review and updates (Solution Center)
  • Digital Customer/Associate Feedback Loop (i.e. OLB/Mobile enhancements)
  • Spearhead testing related to a new case management platform.
  • Employee Engagement Campus Pillar Member: (Event Coordinator)

Part-Time, Lead Sweeper/Loader

UPS
11.2023 - Current
  • UPS Goodyear Hub Safety Committee Member.
  • Abide by OSHA working standards.
  • Present/prep monthly safety numbers to Committee Members.
  • Train new hires in UPS Safety standards - maintaining weekly training logs.
  • Handle and audit hazmat packages to ensure transport regulation is upheld.
  • Advocate for team members in monthly executive safety meetings.
  • Monitor equipment ensuring UPS safety expectations are met.
  • Maintain a clean and safe work environment.
  • Load packages into long haul trailers.
  • Utilize and promote safety equipment
  • Recognition - Hazmat Champion: Identifying unaudited toxic packages.

Sr. Customer Service Rep.

Bank of America
06.2019 - 12.2020
  • OJT (On Job Training) Coach: prepping, teaching, and coaching new hire agents.
  • Assist customers, financial centers, and third-party agents via inbound calls.
  • Field inbound calls related to online/mobile banking or everyday banking needs.
  • Troubleshoot customer devices to resolve or identify path for resolution for the member.
  • Provide support to peers via skype chat or in-person support.
  • Deliver weekly training to my peers.
  • Provide manager support - taking supervisor escalated calls in support of inbound agents.

Account Coordinator/Communication specialist

Phoenix New Times
06.2018 - 06.2019
  • Collect and report revenue numbers for the sales team.
  • Prepare sales presentations, proposals and IO’s.
  • Work closely on client campaigns – trafficking ads for print and digital campaigns.
  • Provide customer service to clients on a weekly basis regarding advertisements and newsletters.
  • Draft copy for advertisements, event listings, newsletters, contests, and promotions.
  • Reputation Management - Generate, monitor and respond to client reviews through qebot.com software.
  • Create optimizing social media content for multiple clients in different industries.
  • Screenshot digital proof of performance daily: re-skins and newsletters.
  • Create full and mid campaign recaps.
  • Train new personnel on the process of creating full and mid campaign recaps.
  • Coordinate account ownership through Salesforce.
  • Create and assign sales opportunities through Salesforce.
  • Complete task and or case tasked to me.
  • Log client emails that describe print ad changes through Salesforce.

Education

Bachelor of Arts - Communication

Grand Canyon University
Phoenix, AZ
12.2017

Associate of Arts - undefined

South Mountain Community College
Phoenix, AZ
12.2015

Skills

  • Team collaboration
  • Customer engagement
  • Customer relationship management
  • Complaint handling
  • Presentation skills
  • Public speaking
  • Call center experience
  • Team training and development
  • Troubleshooting
  • Technical support
  • Call control

Timeline

Part-Time, Lead Sweeper/Loader

UPS
11.2023 - Current

Officer, Technical Liaison SME

Bank of America
12.2020 - Current

Sr. Customer Service Rep.

Bank of America
06.2019 - 12.2020

Account Coordinator/Communication specialist

Phoenix New Times
06.2018 - 06.2019

Bachelor of Arts - Communication

Grand Canyon University

Associate of Arts - undefined

South Mountain Community College

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