Juan Matos Soriano
The Bronx,NY
Summary
Motivated and detail-oriented IT and software development student seeking an entry-level role in backend development, IT support, or cybersecurity. Bringing hands-on experience with C++, Python, JavaScript/Node.js, SQL databases, operating systems, cryptography fundamentals, and machine learning. Strong problem-solving skills, the ability to learn quickly, and a commitment to building efficient, secure, and user-focused solutions. Looking to grow professionally while applying technical knowledge to real-world projects and supporting team success.
Overview
7
7
years of professional experience
7
7
Certifications
Work History
Customer Service Representative
Maximus
New York, New York
04.2025 - Current
- Assisted customers by answering inquiries regarding products and services.
- Managed high-volume calls while maintaining professionalism and patience.
- Documented customer interactions accurately in the company database.
- Resolved customer complaints through effective communication and problem-solving skills.
- Collaborated with team members to improve service delivery processes.
- Educated customers on account features and troubleshooting techniques.
- Utilized CRM software to track customer issues and follow up promptly.
- Provided feedback to management on common customer concerns and suggestions for improvement.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Call Center Customer Services Representative
Manpower (Maximus)
New York, New York
06.2024 - 03.2025
- Provided exceptional customer service support to over 100 clients daily, resolving inquiries and ensuring satisfaction.
- Handled customer complaints professionally, achieving a resolution rate of 95% within the first contact.
- Maintained detailed records of customer interactions, enhancing database accuracy and improving team efficiency.
- Assisted in training new representatives, sharing best practices for effective communication and problem resolution.
- Collaborated with team members to develop scripts for common customer inquiries, streamlining response time.
- Achieved recognition for consistently exceeding performance metrics, including call handling times and customer satisfaction scores.
- Utilized CRM software to track customer interactions, ensuring seamless follow-up and service continuity.
- Participated in regular team meetings to share insights and contribute to service improvement initiatives.
Stock Associate and Customer Service
PetSmart
05.2019 - 03.2021
- Stock management and inventory control with a focus on reducing discrepancies
- Assisted customers in locating merchandise and provided product knowledge
- Operated cash registers and handled transactions accurately
- Collaborated with team members to ensure a clean and organized sales floor
- Implemented loss prevention strategies to minimize shrinkage
- Demonstrated effective communication skills in a fast-paced retail environment
- Processed and restocked items on shelves efficiently to maintain optimal inventory levels
Education
Computer Science And Information Technology - Computer and Information Systems Security
John Jay Criminal Justices CUNY
02-2027
Associate - Computer Science
La Guardia Community College
06.2021
High School Diploma -
International School of Liberal Arts
07.2018
Skills
- Nodejs & Express servers
- Routing, middleware, CORS
- Environment variables (dotenv)
- SQL queries (CRUD, transactions)
- PostgreSQL schema design
- MySQL/XAMPP setup and debugging
- Building APIs for full-stack apps
- PERN stack (Postgres, Express, React, Node
- JavaScript - Object Oriented
- Basic troubleshooting
- Hardware basics (RAM, CPU, thermal paste)
- Networking basics (routers, switches, VLAN ideas)
- System administration basic
- OS installation & virtualization basics
- RSA key generation (manual & OpenSSL)
- AES (CBC & CTR), DES encryption
- Writing SQL queries
- Designing tables for accounts and transactions
- Understanding keys, constraints
- Connecting Nodejs to Postgres
- MySQL database creation for web projects
- Fetching & inserting form data
- C (arrays, loops, functions, OpenMP basics, novice-level RSA, producer–consumer with threads)
Languages
- Spanish, native
- English, advanced
Certification
Google AI Essentials issued by Google
Timeline
Customer Service Representative
Maximus
04.2025 - Current
Call Center Customer Services Representative
Manpower (Maximus)
06.2024 - 03.2025
Stock Associate and Customer Service
PetSmart
05.2019 - 03.2021
Computer Science And Information Technology - Computer and Information Systems Security
John Jay Criminal Justices CUNY
Associate - Computer Science
La Guardia Community College
High School Diploma -
International School of Liberal Arts