Open to opportunities

Jonathan Rojas Castro

@jonathanrojascastro

Message

I train bilingual support teams and deliver customer service across phone, chat, and email.

Bolivia

Message

What I'm looking for

I'm seeking to contribute to a customer-focused organization committed to service excellence, where I can support customers, train team members, and improve performance.

At CallNovo (NextMarvel Inc.), I design and deliver onboarding programs for Customer Service Representatives and have trained and mentored more than 20 new agents.

I coach new hires on customer communication, company policies, system navigation, and service best practices, helping them meet quality assurance, productivity, and customer satisfaction KPIs. I also evaluate performance and provide individualized coaching to support continuous improvement.

Previously, I delivered bilingual customer support through phone, chat, and email, documented interactions in CRM and ticket management systems, and partnered with cross-functional teams to resolve complex issues.

My full-time volunteer service strengthened my communication, active listening, conflict resolution, mentoring, and independent planning skills. I'm fluent in English and Spanish and am pursuing a Bachelor of Business Management.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Training Specialist

Current

CallNovo (NextMarvel Inc.)

Jan 2026 - Present (7 months)

Designed and delivered onboarding and training programs for new Customer Service Representatives, training and mentoring over 20 new agents. Coached employees on communication, policies, and system navigation, and evaluated trainee performance to support continuous improvement.

Training Onboarding Coaching Customer Service Quality Assurance KPI Management Mentoring Coaching

Customer Service Representative

CallNovo (NextMarvel Inc.)

Jan 2024 - Jan 2026 (2 years)

Delivered customer support through phone, chat, and email in English and Spanish, resolving inquiries while meeting quality and productivity expectations. Documented interactions using CRM systems and collaborated with cross-functional teams to improve customer experience.

Customer Support CRM Ticket Management Problem Solving Active Listening Collaboration

Volunteer Representative

The Church of Jesus Christ of Latter-day Saints

Jan 2019 - Jan 2021 (2 years)

Served as a full-time missionary, conducting daily community outreach and public engagement. Delivered presentations, mentored new volunteers, and managed schedules independently while meeting performance expectations.

Active Listening Conflict Resolution Relationship Building Mentor Time Management