Jesus Jimenez

Experience

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  Sykes Enterprises, Incorporated

  Oct 2015 - Apr 2016

  Customer Service Representive

  Attracting potential customers by answering product and service questions; suggesting information about other products and services.Maintaining customer records by updating account information.Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Maintaining financial accounts by processing customer adjustments.Recommending potential products or services to management by collecting customer information and analyzing customer needs.Preparing product or service reports by collecting and analyzing customerinformation. Contributes to team effort by accomplishing related results asneeded Show less

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  Hewlett Packard Enterprise

  Apr 2016 - Nov 2016

  Technical Solutions L1 Representative

  Delivering service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet. Interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services.Gathering customer’s information and determine the issue by evaluating andanalyzing the symptoms.Diagnosing and resolving technical hardware and software issues involving internet connectivity, email clients, login issues, and more.Researching required information using available resources.Follow standard processes and procedures.Identifying and escalating priority issues per Client specifications.Redirecting problems to appropriate resource.Accurately processing and record call transactions using a computer and designated tracking software.Offering alternative solutions where appropriate with the objective of retainingcustomers’and clients’business.Organizing ideas and communicate oral and written messages appropriate to listeners and situations.Follow up and make scheduled call backs to customers where necessary. Show less

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  Western Union

  Nov 2016 - Jun 2022

  Providing support to Agents, Operations Managers and other departments over different regions, while keeping databases up to date.Data collection by creating queries and reports using MS Access, Excel and SQL.Analyzing queries and reports to avoid duplicate information.Following standard processes and procedures.Case analysis to avoid fraudulent requests

  • Project Business Analyst

    Feb 2021 - Jun 2022

  • Operational Excellence Specialist

    Oct 2019 - Feb 2021

  • Database Specialist, Team Lead

    Dec 2017 - Oct 2019

  • Database Administrator 1

    Nov 2016 - Nov 2017
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  Citi

  Jun 2022 - Jun 2023

  Innovation Program Manager (AVP)
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  Amazon

  Jul 2023 - now

  • Program Manager II, Alternative Payment Methods

    Nov 2024 - now

  • Program Manager II | Global Process Owner

    Jul 2023 - Nov 2024