JORGE L. COLON-MENDEZ

***** ******** ** • ORLANDO, FL 32828 • 407-***-**** (MOBILE) • E-MAIL ad48r3@r.postjobfree.com

SUMMARY

Highly skilled and dependable Business Analyst and Customer Onboarding with 5+ years of experience in direct client servicing with a superb customer service record. Consistent performance and contributions to team success through hard work, attention to detail, and excellent organizational skills. Exceptionally adept at providing training and demo walkthroughs to new and existing customers.

SKILLS

• Enterprise Resource Planning tools: Oracle (R12, OBIEE, ERP and EBS)

• Cloud and other software: Sales Force, DOMO, HubSpot, & Confluence

• Office tools: Word, Excel, PowerPoint, and Outlook.

• Languages: Native Spanish, and English

WORK EXPERIENCE

Mastercard, Purchase, NY July 2022 – March 2024

Associate Business Analyst, Franchise Onboarding (Contingent worker)

● Onboarded Mastercard customers with interbank card association numbers and cryptogram information data, revised and updated information based on Mastercard rules.

● Partner with business owners to understand new business opportunities and define the business and functional requirements.

● Supported Qualtrics survey build to be used in the onboarding process of acquired companies and their customers.

● Deliver high-quality business and functional requirements to the development teams to complete the implementation phases of the project life cycle.

● Coordinate and assist in implementing process improvements for customer experience.

● Provide operational support to partners throughout the franchise program, from identification to resolution. This includes analysis, reporting, metrics, and customer feedback to improve the customer experience.

VERITAS TECHNOLOGIES LLC, Heathrow, FL November 2017 – February 2022 Customer Success Onboarding & Engagement Specialist / Customer Outreach Specialist As Onboarding Outreach & Engagement Specialist

● Providing onboarding and guidance to new, existing, and US Federal clients to adopt and use valued services.

● Partnering with internal stakeholders such as Customer Success, Finance, and resellers to assist with managing the renewal and expansion process, proactively engaging our customer base to minimize churn and maximize additional usage of our products.

● Reached out to customers both before and after their product renewals to gain insight into their experience with the product. I offered a guided demo through the portal to ensure they had the knowledge necessary to make the most of the product, including user management, licensing, and reports.

● Review the list of products the customer owns to help them understand the product benefits and capabilities.

● Providing the renewal and sales teams a better understanding of leveraging the portal accounts and providing insights from the outreach call with the customer. Help them to improve follow-up engagements leading to more accurate reporting, better customer satisfaction, and an increase in renewal cases.

● Performing “health checks” with Veritas customers by ensuring client satisfaction by delivering stellar service, maintaining a 90%+ customer satisfaction score.

As a Customer Outreach Specialist

● Attending incoming calls from Spanish/English speaking customers, and US Federal customers acting as the first point of contact.

● Providing support on product setup, configuration, security, backups, recovery, activation, upgrades, and license renewals.

● Troubleshoot customer issues using appropriate reference materials and internal knowledge documents.

● Providing solutions by implementing fixes utilizing scripts, or case documentation for escalation to the corresponding support level as needed.

● Identifying security issues and risks of customer accounts, engaging the appropriate individuals or teams to provide guidance/resolution promptly that helps the customer to trust in the company and their support level, creating a longer relationship with the company.

● Resolution of license issues, support entitlements, and validation through the license portal via MyVeritas.com/support, reducing customer effort and resolution time by 85%. Assisting with queries and end-to-end resolution relating to product licensing, invoices, shipping inquiries, electronic support troubleshooting, and product availability.

LOVERA REALTY LLC, Orlando, FL May 2017 – October 2017 Inside Sales Agent/Customer Service

• Resolved customer concerns by listening to their questions and offering solutions, ensuring customer confidence by keeping loan information confidential.

• Prospected for real estate and business lending opportunities through phone, networking, business-to- business, and in-person appointments.

• Input and managed contact database for all clients getting over 100 contacts and over 75 leads. Also conduct lead follow-up and nurture leads until appointments are set, increasing sales pipeline by 90%.

• Actively participated in all training and established daily role-playing partners to help improve communication and presentation skills.

• Set weekly goals for self and team to track all key business activities, consistently achieving target results and higher-than-average customer satisfaction scores.

• Established an “Ideal Week” that blocked time for activities designed to reach goals, leading to increased sales and customer satisfaction.

AECOM, TRANSPORTATION DEPARTMENT, Orlando, FL October 2015 – March 2017 Appraiser Trainee

• Responsible for data collection and data entry on subject properties and comparable sales.

• Working closely with the team to ensure the highest organizational standards.

• Manage deadlines and provide timely and rigorously review value opinions.

• Assist with the inspection of commercial and vacant land properties.

• Work on review and analysis of appraisal reports for the Florida Department of Transportation (DOT).

• Develop accurate valuations for vacant land properties for the DOT.

EDUCATION

Masters in Arts, School of Education

The University of Connecticut, Storrs, CT

Bachelor in Arts School of Education

Universidad de Puerto Rico, Rio Piedras Campus, San Juan, P.R.

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