Juan Antonio Soto Prado
San Antonio,TX
Summary
Customer service professional ready to contribute to dynamic team. Background includes resolving high-stakes customer issues and implementing process improvements. Recognized for strong teamwork and flexibility in meeting evolving business needs. Expertise in conflict resolution and customer relationship management.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr Customer Advocate Licensed
Tiaa
07.2023 - 10.2025
- Managed approximately 30 incoming calls and emails per day from customers
- Guides individuals through a retirement-plan enrollment process sponsored by their employer.
- Led customer support initiatives to enhance client satisfaction and retention rates.
- Provides applicants with additional retirement and financial planning solutions offered by TIAA and its affiliates.
- Delivers quick resolutions to participants’ questions, concerns and needs.
- Executes both routine and complex retirement plan maintenance while delivering highest level of customer service. Maintains strong business relationships with institutional contacts.
- Utilizes knowledge gained through licensing certification to ensure customers are satisfied with overall enrollment experience.
- Achieved consistent positive reviews from customers by providing empathetic support, timely follow-ups, and delivering on promises made during initial contact.
- Served as the escalation point for critical issues, applying expert knowledge to achieve satisfactory resolutions.
- Collaborated with cross-functional teams to resolve high-priority customer concerns, ensuring positive outcomes.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
Financial Services Consultant
Tiaa
11.2022 - 07.2023
- Promoting quality education to our clients on their retirement and financial needs
- Maintaining positive customer service and ensure satisfaction with our clients
- Providing relevant options to our clients Interpret plan rules and explain to our clients
- Managed a high volume of inbound calls, ensuring timely resolution of customer inquiries.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Service Lead
HEB
05.2018 - 11.2022
- Manage/Oversee the biggest department in the store
- Oversee/ Mange over 20 partners at a time
- Worked effectively in fast-paced environments.
- Participated in team projects (sanitation, IPM, IPB, hospitality, Sell to win), demonstrating an ability to work collaboratively and effectively.
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Cross Functional Manager
HEB
01.2021 - 04.2022
- Managed and lead a 16-person team
- Coordinated with multiple departments to streamline workflows, enhancing overall efficiency across the organization.
- Created an environment conducive to innovation by encouraging open communication channels between team members, facilitating idea sharing, brainstorming sessions, and creative problem solving workshops.
- Identified opportunities for process improvement, implementing best practices that resulted in increased operational efficiency and enhanced outcomes.
Cashier
HEB
09.2014 - 05.2018
- Dealt with Money Orders/ Bill Payments/ Lotto's/ Car Registration Renewal
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Bagger
HEB
04.2014 - 09.2014
- Enhanced customer satisfaction by efficiently bagging groceries and handling fragile items with care.
- Assisted customers by escorting and placing grocery bags in vehicles.
- Worked together with cashiers to guarantee customer satisfaction.
- Answered customer inquiries and provided product guidance.
- Retrieved grocery carts and baskets from lot and various site locations.
Education
Bachelor of Business Administration - Marketing
University of Texas At San Antonio
San Antonio, United States01.2020
Skills
- Strong verbal communication
- Client interaction proficiency
- Critical thinking skills
- Fluent in multiple languages
- Customer relations
- Advanced skills in Microsoft Office
- Adaptability in stressful situations
- Problem-solving skills
- Customer service excellence
- Understanding customer needs
- Calm and professional under pressure
- Problem resolution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Certification
Series 63
SIE
Series 6
Timeline
Sr Customer Advocate Licensed
Tiaa
07.2023 - 10.2025
Financial Services Consultant
Tiaa
11.2022 - 07.2023
Cross Functional Manager
HEB
01.2021 - 04.2022
Service Lead
HEB
05.2018 - 11.2022
Cashier
HEB
09.2014 - 05.2018
Bagger
HEB
04.2014 - 09.2014
Bachelor of Business Administration - Marketing
University of Texas At San Antonio