Jay A. Aquino

VA Success Manager

Sphere Rocket VA

Apr 2024 - Jun 2025 (1 year 3 months)

Provide one-on-one coaching and conduct group sessions to support Virtual Assistants (VAs) in their career growth, performance improvement, and professional development Collaborate closely with clients to deliver performance and behavior feedback, ensuring alignment between VA output and client expectations Facilitate the onboarding and tool setup process for new clients, ensuring smooth integration and operational readiness Act as a liaison between clients and VAs, offering ongoing support from hiring through long-term collaboration Deliver insights and tailored coaching strategies to help VAs strengthen skills, improve efficiency, and exceed client goals Support client satisfaction through regular check-ins, proactive issue resolution, an

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Telemarketer

Central Mortgage Funding

Jan 2024 - Mar 2024 (3 months)

Conducted high-volume outbound calls to pre-qualified leads, introducing mortgage and refinancing options tailored to client needs Assessed potential clients' interest in mortgage solutions and scheduled follow-up appointments with loan officers Maintained accurate records of lead interactions and outcomes using internal CRM tools Effectively communicated the benefits of refinancing and new mortgage programs, contributing to lead conversion and pipeline growth Provided a positive first impression of the company by building rapport and handling inquiries professionally

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Pre-Sales Consultant

Design for Recovery Sober Living & NuViewTreatment Center –

Nov 2023 - Jun 2024 (8 months)

Managed incoming leads via phone, email, chat, and text, providing immediate support to individuals seeking help for addiction, sobriety, and mental health recovery Conducted initial client consultations to assess individual needs, explain available treatment options, and collect insurance information for verification Used HubSpot CRM to track lead progress, maintain detailed client records, and ensure timely follow-ups throughout the intake journey Coordinated closely with sales closers and intake teams to facilitate seamless client onboarding and increase admissions conversion Collaborated with internal teams to ensure all inquiries were handled promptly and empathetically, maintaining a high standard of client care and communication Foll

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Dispute and Fraud Specialist – B2B

American Express Inc.

Aug 2019 - Jan 2024 (4 years 6 months)

Handled inbound and outbound calls with business clients regarding credit card transactions, assisting with charge identification and initiating dispute or fraud investigations when necessary Delivered exceptional customer service by addressing inquiries related to credit card balances, interest charges, payment processing, and rate explanations Provided tailored financial support to small business owners by recommending card upgrades based on spending behavior and business needs, enhancing client value and satisfaction Collaborated with internal departments to ensure timely resolution of fraud and dispute cases, maintaining compliance with regulatory standards Educated clients on fraud prevention strategies and account management best prac

Mortgage Customer Service Specialist

Citibank

Aug 2012 - Jul 2019 (7 years)

Provided inbound and outbound phone support to clients regarding their mortgage accounts, ensuring accurate and timely responses to inquiries Assisted with payment processing, account troubleshooting, and delivery of key documents such as payoff statements, monthly statements, and other mortgage-related forms Maintained up-to-date knowledge of mortgage servicing policies and regulatory requirements to ensure compliance with industry standards Delivered high-quality, client-centered service by resolving issues efficiently and clearly explaining account details, loan terms, and next steps Collaborated with internal departments to escalate and resolve complex customer concerns while maintaining thorough documentation of all interactions Demons

Technical Support Specialist HP Computers

Teletech

Dec 2010 - Jul 2012 (1 year 8 months)

Delivered technical support for HP computer products, assisting customers with troubleshooting issues ranging from basic setup to advanced tasks such as computer reformatting Provided product recommendations including warranties and peripherals to enhance customer experience and increase company sales Scheduled service center appointments for clients requiring hardware repairs, coordinating logistics to ensure timely service Collaborated with cross-functional teams to escalate and resolve complex technical issues efficiently

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Customer Service Specialist

Sprint & DirecTV

Jun 2007 - Dec 2010 (3 years 7 months)

Provided comprehensive customer support by addressing account inquiries, resolving issues, and assisting clients with payment processing and billing questions Assisted customers with account maintenance tasks including subscription management, service upgrades, and add-on services to enhance customer experience Processed requests for monthly statement copies and ensured accurate documentation of client interactions Delivered high-quality service by effectively troubleshooting problems and escalating complex issues when necessary Maintained a customer-focused approach, contributing to client satisfaction and retention

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Customer Support Specialist (Email Support)

Bigpond & Telstra

Dec 2010 - Jul 2012 (1 year 8 months)

Managed customer inquiries via email related to subscription services, promptly addressing concerns and providing solutions Coordinated with internal teams to resolve technical and billing issues, ensuring customer satisfaction and retention Maintained detailed records of interactions to support follow-up and quality assurance efforts

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