Jonathan Fuster Otero
Caguas, Puerto
Summary
Knowledgeable and dedicated customer service professional with extensive experience in telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Contact Representative (Bilingual-Sp)
Internal Revenue Service
Guaynabo PR
07.2024 - 02.2025
- Interprets and applies applicable portions of basic tax law and regulations ,basic collection techniques and procedures of enforcement actions, in order to advise, inform, assess and collect taxes and associated liabilities.
- Research for and analyzes all available information applicable to specific and well-defined collection issues and take corrective actions needed to close accounts. Explain actions taken.
- Contacts both English and Spanish speaking taxpayers and/or their representatives in response to IRS contacts regarding a limited number of delinquent situations. Provide explanation to specific inquiries initiated by individuals, generated by notices, or internally generated assigments.
- Advise taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file return and/or pay tax liabilities and encourage voluntary compliance with tax laws.
Business Credit & Collection Agent
Liberty Comunications of Puerto Rico
San Juan PR
11.2020 - 07.2024
- Engage with customers through various channels such as phone calls, chats, and emails to address inquiries, concerns, and requests related to services, products, billing, equipment, and claims while ensuring a seamless and positive customer experience.
- Responsible for reconciling customer accounts by reviewing payment histories, identifying discrepancies, and ensuring accurate financial records.
- Analyzed outstanding balances to develop effective collection strategies, negotiated payment arrangements, and processed account adjustments as needed to resolve disputes and maintain account accuracy.
- Ensure all collection activities adhere to federal and state regulations, as well as company policies and procedures.
Business Care & Sales Representative
At&T
San Juan, PR
03.2018 - 11.2020
- Respond to inquiries and concerns related to services, products, billing, equipment, and claims, ensuring effective problem resolution.
- Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
- Identify customer challenges and resolve account-related issues while aligning solutions with business objectives.
- Identify opportunities to enhance customer value by offering relevant additional products and services.
- Work with the sales team to suggest improvements that drive sales and customer satisfaction.
- Maintain up-to-date knowledge of all company products, services, and promotions to provide accurate and current information
Customer Service Representative
AT&T
Guaynabo, PR
04.2013 - 03.2018
- Handle a high volume of inbound calls in a fast-paced environment, assisting customers with inquiries, concerns, and service-related issues.
- Provide efficient and effective resolutions for billing, product, and technical concerns while ensuring a positive customer experience.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Recommended Products and Services to customers, thoroughly explaining details.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Educated customers on promotions to enhance sales.
Education
Two Years Of Coursework Toward A Bachelor Degree - Criminal Justice
UNIVERSIDAD DEL TURABO
GuraboHigh School Diploma -
JOSE GAUTIER BENITEZ
Caguas PR Skills
- Strong verbal and written communication in English and Spanish
- CRM and database management
- Data entry and record-keeping accuracy
- Proficiency in Microsoft Office (Excel, Word, Outlook)
- Multi-tasking in a fast-paced environment
- Problem-solving and critical thinking
Timeline
Contact Representative (Bilingual-Sp)
Internal Revenue Service
07.2024 - 02.2025
Business Credit & Collection Agent
Liberty Comunications of Puerto Rico
11.2020 - 07.2024
Business Care & Sales Representative
At&T
03.2018 - 11.2020
Customer Service Representative
AT&T
04.2013 - 03.2018
Two Years Of Coursework Toward A Bachelor Degree - Criminal Justice
UNIVERSIDAD DEL TURABO
High School Diploma -
JOSE GAUTIER BENITEZ