Entry-Level IT Specialist with Army Security Experience

JOSE FRANCISCO FONTANA

(Local to Fort Pierce Fl. Available for interview within 4-hour notice and can start immediately)

SUMMARY:

Bilingual Customer Service professional with extensive experience in supporting customer service, technical support, and customer sales interactions.

Fluent in English and Spanish languages.

Good experience with Interacting with hundreds of customers each week across the country to resolving support issues, selling new products and services, and ensure a best-in-class customer experience.

Hands on experience in handling inbound and outbound contacts in a courteous, timely, and professional manner, and ensuring first call resolution through problems solving and effective call handling.

Proficient in utilizing knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.

EDUCATION:

Bachelors not graduated, Business Administration University of Phoenix Arizona 2009-2012

SKILLS:

Proficient in Microsoft Applications

Word

Excel

PowerPoint

Outlook

SharePoint

EXPERIENCE:

Progressive Insurance CLRU/Claims 2025-presentClaim:

Investigate liability, determine coverage, interview claimants/witnesses, and research claim history.

Damage Assessment: Work with appraisers to manage vehicle repairs or property damage, writing estimates and deciding on repairs vs. replacements.

Customer & Stakeholder Communication: Serve as the main contact for claimants, attorneys, and vendors; provide assistance and manage relationships.

Claim Resolution: Make recommendations, approve/deny/adjust claims, and negotiate settlements with customers and other carrier.

Administrative Tasks: Prepare detailed reports, manage claim files, compile data, and coordinate internal audits.

William Sonoma (Remote) 2024-2025

MCI (Remote) Jan 2021-Sept 2024

Bilingual Customer Service Representative

Supporting customer service, technical support, and customer sales interactions. Interact with hundreds of customers each week across the country to resolving support issues, selling new products and services, and ensure a best-in-class customer experience.

Handle inbound and outbound contacts in a courteous, timely, and professional manner

Ensure first call resolution through problems solving and effective call handling

Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.

Accurately document and process customer claims in appropriate systems.

Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.

Comply with requirements surrounding confidential information and personal information.

Escalate customer issues to the appropriate staff and managerial for resolution as needed.

Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes.

Adhere to all attendance and work schedule requirements.

U.S. Army, (Camp Carroll, South Korea) Apr 2012-Oct 2014

Automated Logistical Supervisor,

Monitor closed-circuit television cams (CCTV) for the military members living facility’s, ID checks, security checks, individual security search, vehicle search, managing schedules on monthly security roster, perform reports of any incident or event on the area to a higher rank personal.

Supervise and perform customer service management functions worth more than $7,000,000 on stock record/warehouse procedures pertaining to receipt, storage, distribution, issue and maintained military equipment for the U.S. Army.

Train 9 military -member staff on leadership development, health, morale, and welfare; manage unload, unpack, visually inspect, counter, segregate and store incoming supplies and equipment.

Maintain stock locator system and administered document control procedures. Prepare, annotate and distribute shipping documents; break down and distributes field rations

Supervise monthly shift of local military staff for U.S. facilities and personnel.

Accomplishment:

Improved maintenance management increasing the quality and accuracy of performance, cost,

backlog, man-hours, and parts data by 27%.

Awarded the Army Achievement Medal (AAM) for winning the Commanders Inspection Program Competition (CIPP) for the logistic region team, U.S. Army base Camp Carroll, Korea

U.S. Army, (Fort Irwin, CA) Apr 2009-Mar 2012

Security & Tactical Engineer

Coordinated and supervised work terrain missions with a six-member security team encoring an innovative and safety working environment; provided technical guidance in the accomplishment of staff duties and security task performance.

Coordinated with partnering emergency services personnel; prepared written reports essential for organization mission and efficiency.

Served as the supervisor instructor; prepared personnel for unit perimeter missions, ensuring all newly arrived personnel were integrated into the Regimen Tactical Search program design.

Accomplishment:

Received the Army Commendation Medal (ARCOM) for training more than ten thousand U.S. military service members while serving with the 58TH 11 ACR Combat Engineer Company by instructing: tactical procedures, road clearance, improvise explosive device search (IEDs) and casualty security evacuations procedures before deployment, at Fort Irwin, CA U.S. Army Base.

US EMBASSY (SANTO DOMINGO, DR) 2015-2018

PROPERTY AND SUPPLY CHIEF SUPERVISOR

Responsible for management of the mission warehouse, operations to include supervision of three functional supervisors.

Responsible for managing the non-expendable supply program, Furniture and Appliance pool, and the Expendable supply program.

Also responsible for the receipt of all property procured by the Procurement office and ensuring safe handling and storage for the US Embassy Santo Domingo, Galleria 360, Punta Cana and Puerto Plata.

Responsible for the property supply chain and keeping track of all property issued and returned for 185 houses full of furniture.

Directly supervises and manages 13 workers and a supply chain worth over $13 million USD.

Accomplishment:

Completely redesigned the logistical aspect of the entire operation, including but not limited to a new Logistic software, new training capacity development for personnel and creating a whole safety standard culture for the entire members of my subordinate staff.

Created a new furniture standard for the 185 Americans family housing program, ensuring that all American property and supply where the tag in on a time life limit system for a better track of receiving all accommodations. Numerous cash awards, including the for being in charge of the US.

Ambassador Independence Day party, ensuring that all the VIPS guess where within a high standard of hosting.

Creating the action where old property or furniture were sold to the Dominican public, allows us to get a much expanded bugged.

Numerous cash awards, including the for being in charge of the US.

Ambassador Independence Day party, ensuring that all the VIPS guess where within a high standard of hosting.

Creating the action where old property or furniture were sold to the Dominican public, allows us to get a much expanded bugged.

Jose F. Fontana

Cell: +1-772-***-****

**.*******@*******.***

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