Juan Zafra

• Delivered packages to customer doorsteps and business offices.
• Completed on-time deliveries by choosing best and most efficient routes.
• Maintained clean driving record and observed relevant traffic laws to reduce risks.
• Loaded truck and properly secured items to prevent damage for deliveries.

I previously worked for UPS as a package delivery driver for two seasons as a seasonal employee (not full-time). I was able to operate different DOT regulated trucks (vehicles) as well conduct a Pre-Trip and Post-Trip inspection for safety.

Seasonal dates: 11/22 thru 12/23 - 10/23 thru 12/23

This position utilizes excellent customer service and problem solving skills to confidently provide information and education to E*TRADE FINANCIAL's customers in a timely, efficient, professional manner; provides clear and accurate responses to customer inquiries; appropriately researches and resolves problems relating to customer accounts and inquiries; meets established performance expectations; develops a comprehensive operational understanding of the financial services industry; proactively learns and remains up-to-date with the Company's products and services

•Interact with customers and associates on an advanced level under the general direction of a Customer Service Supervisor

•The primary focus of this position is to respond to complicated and challenging issues dealing with advanced product knowledge, information and services within a defined specialty

•Provide detailed analysis, research, and responses to customers and associates within defined areas of expertise

•In addition, to manage a specialty function within Customer Service and provide support to both customers and associates

I worked for this business ten years and with this includes speaking with customers face to face, sales and customer service. This opportunity was a stepping stone for me where I was able to get exposure and gained experience interacting with clients while developing and delivering excellent customer service skills:

• Promote good experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly in regards to orders made and guidance assistance
• Recommended products to customers, thoroughly explaining details about products and retail availability
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Resolved concerns with products or services to help with retention and drive sales.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Handled customer inquiries and suggestions courteously and professionally.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Help customers with their ACA health insurance enrollment online website issues
• Maintained servers and systems to keep networks fully operational during peak periods.
• Configured and tested new software and hardware.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Answer support client calls, emails, or online chat regarding website troubleshooting, site updates, plugin updates, server or hosting issues, email creation and troubleshooting, etc. Assist with identifying the root cause of problems; manages and resolves issues in a constantly changing environment
• Troubleshot hardware, software and network issues to identify and rectify discrepancies.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Installed, configured and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up work stations for employees.
• Tested new software and hardware prior to deployment.