Jorge Reyes
Laurel
Summary
Bilingual customer service and sales support professional with experience in client success, field inspections, and asset management. Skilled in managing customer interactions across phone, email, and in-person channels, with a focus on problem resolution, sales coordination, and operational compliance. Known for maintaining professionalism under pressure and delivering high client satisfaction. Pursuing an A.S. in Cybersecurity, adding strong digital fluency and attention to detail in high-stakes environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Field Recall Specialist
MarketSource (Ford Motor Company Project)
07.2024 - 04.2025
- Conducted on-site vehicle inspections to enhance safety recall campaigns and customer satisfaction.
- Explained recall issues, next steps, and service options directly to vehicle owners.
- Utilized Salesforce Maps for efficient daily route planning and case log management.
- Collaborated with dealership staff to coordinate appointments and monitor issue resolution.
- Investigated VIN and recall histories to validate claims and ensure corrective actions.
- Maintained comprehensive digital records for inspections and owner communications, ensuring audit readiness.
Client Success Specialist
National Debt Relief
Remote, NYC
10.2022 - 02.2024
- Acted as primary contact for clients facing financial hardship, delivering empathetic support and solutions.
- Updated account statuses in Salesforce to track client progress and ensure timely case resolution.
- Provided guidance on payment programs and compliance requirements, enhancing client engagement.
- Identified and rectified documentation issues to expedite client resolution processes.
- Handled sensitive escalations related to debt restructuring, payment audits, and documentation reviews.
- Maintained service level standards, contributing to team goals through high-quality case notes.
Customer Success – Remarketing Division
Penske Truck Leasing
Remote
07.2021 - 07.2022
- Facilitated communication between buyers, logistics teams, and internal departments for vehicle remarketing.
- Verified resale eligibility by reviewing lease return conditions and vehicle specifications.
- Assisted clients in vehicle purchases through effective title management and asset verification.
- Collaborated with Asset Management to ensure compliance with sales transaction regulations.
- Coordinated inspections and arranged transportation logistics for timely delivery.
- Documented condition reports and addressed customer inquiries regarding resale pricing and asset status.
Tire Center Technician & Sales Support
Costco Wholesale
Elkridge
08.2018 - 07.2020
- Facilitated product education and installation scheduling to enhance service satisfaction.
- Conducted tire inspections, pressure checks, and ensured compliance with safety protocols.
- Managed tire inventory and processed sales efficiently during peak hours.
- Adhered to OSHA guidelines to maintain safety in all repair and installation operations.
- Coordinated product returns and warranty claims, aligning customer needs with company policy.
- Provided expert advice on product selection, usage, and ongoing maintenance requirements.
Education
Associate of Science - Computer and Information Systems
Howard Community College
Columbia, MD06.2026
Skills
- - Customer Support & Retention
- - Technical Communication & Compliance
- - Salesforce CRM & Salesforce Maps
- - Bilingual – Fluent in English and Spanish
- - Diagnostic Investigations & Case Reporting
- - Microsoft Office Suite (Excel, Word, PowerPoint)
- - Field Operations & Time Management
- - Quality Assurance & Documentation
Certification
- - STARS Certified Ford Technician
- - DOT HAZMAT Certified
Accomplishments
- - Conducted over 500 in-person recall inspections with a 98% resolution rate.
- - Identified and escalated numerous vehicle hazards, preventing potential liability.
- - Contributed to compliance and audit readiness across financial and technical support roles.
Timeline
Field Recall Specialist
MarketSource (Ford Motor Company Project)
07.2024 - 04.2025
Client Success Specialist
National Debt Relief
10.2022 - 02.2024
Customer Success – Remarketing Division
Penske Truck Leasing
07.2021 - 07.2022
Tire Center Technician & Sales Support
Costco Wholesale
08.2018 - 07.2020
Associate of Science - Computer and Information Systems
Howard Community College
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