Summary
Overview
Work History
Education
Skills
Timeline
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Zouheir Alvarez

Orlando,FL

Summary

Highly motivated and customer-oriented professional with a strong background in financial services and contact center operations. Proven expertise in delivering high-quality support in high-volume environments, with a focus on customer retention, account servicing, and operational excellence. Adept at navigating complex systems and maintaining up-to-date product knowledge to provide accurate, efficient, and empathetic service. Committed to building trust and fostering positive client experiences.

Overview

11
11
years of professional experience

Work History

Account Specialist II

JPMorgan Chase
09.2022 - Current
  • Manage a high volume of inbound calls, assisting customers with a wide range of credit card account inquiries
  • Resolve billing issues, payment concerns, and account discrepancies with professionalism and accuracy
  • Educate customers on credit card features, benefits, and account management best practices
  • Focus on customer satisfaction and retention by providing tailored solutions and empathetic service
  • Stay current with evolving product offerings, compliance standards, and internal procedures to ensure informed and consistent support
  • Consistently meet or exceed performance targets, including quality assurance, call resolution, and customer feedback metrics

Developmental Supervisor

DialAmerica Inc
06.2014 - 11.2019
  • Led a team of 10–15 sales agents, providing hands-on training, mentorship, and performance coaching to improve sales strategies and strengthen client engagement
  • Supervised daily operations across all shifts, including lead distribution, session management, and post-shift reporting to align with performance metrics
  • Delivered clear end-of-day reporting to highlight progress, challenges, and action items for continued team development
  • Maintained a clean, safe, and organized workspace to support productivity and ensure compliance with safety standards
  • Monitored call quality and provided individualized feedback to enhance service delivery and address areas of improvement

Education

Associate of Arts (AA) - undefined

Valencia Community College
Orlando, FL

Skills

  • Account administration
  • Customer relationship development
  • Training and mentoring
  • Customer service
  • Client retention
  • Process improvement

Timeline

Account Specialist II

JPMorgan Chase
09.2022 - Current

Developmental Supervisor

DialAmerica Inc
06.2014 - 11.2019

Associate of Arts (AA) - undefined

Valencia Community College

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Zouheir Alvarez