Howard Puerto-Jara Email & Phone Number

Salt Lake City Metropolitan Area

Draper, Utah, United States

• Assist with identification, assessment and mitigation of Business Risk issues.
• Assist with development, implementation and enhancements of Business Controls.
• Guide stakeholders on issue root cause and if coming from Control Gaps/Weaknesses, Technology Incidents/Breaks or Operational Incidents.
• Work with stakeholders and issue owners to ensure proper containment, remediation and enhancements are present throughout the lifecycle of multiple issues.
• Continual outreach to the business and issue owners with the purpose of moving overdue issues or resolution plan suites to a more present state.
• Provide Business Risk perspective and counsel to product owners in relation to change management development, implementation and ticketing.

Draper, Utah, United States

• Assisted Lending & Deposits WFM Tech with formalizing and implementing Incident Management Tech Ticket Intake Processes directly with ABO/Engineering via JIRA application.
• Spearheaded the creation of Tech Queues in Appian for intaking tech issues in order to streamline and formalize the process.
• Built JIRA queries to organize tech ticket inventory into lines of business, severity and age.
• Built Dashboards by line of business to provide a visual for trends in the technology incident space.
• Primary escalation manager for all Regulatory, Executive and Social Media Technology Complaints to help oversee timely solutions to mitigate business risk.
• Trained and managed a team of fellow Analysts to tackle backlog of technology incidents.

Draper, Utah, United States

• Collaborated with Delivery, Engineering and Operations to successfully support the intake process of business-impacting technology issue within the JIRA application.
• High skilled in identifying complex technical issues that may be affecting Internal and External aspects of the business via ticket creation and reporting.
• Provided escalation support to WFM-Provisioning team for long standing bugs that may impact agent access or productivity.
• Assisted Engineering and Delivery with clarification and product knowledge for Apple Card inquiries regarding functionality from an internal and customer perspective.
• Supported the business in handling escalation bridges for system outages and end-of-month system processing.
• Created process to perform proactive testing for all Cookie training environment applications for the agent population, to ensure a smooth onboarding experience for incoming agents & trainers.

Draper, Utah, United States

• Assisted in recognizing procedure gaps and implementing new processes.
• Contributed to the creation and implementation of Installment Remediation for ACMI.
• Provided support and coaching to Agents in our BPO locations as well as our team members.
• Contacted customers after unsatisfactory surveys to address concerns, fix root-cause issues and improve the customer experience.
• Managed AdvocacyTechTickets Inbox as liaison between WFM Tech and Advocacy Department.
• Addressed escalated Social Media, ATO and Account Closed In Error complaints for OTP Team.

Orem, Utah, United States

• Top performing Case manager with work ethic routines that include follow ups on a proactive basis until the case is closed and the customer thoroughly taken care of from cradle to grave.
• Achieved spot #21 out of 400 from October 2018 to August 2019 every month in Stack Ranking
• Top performer for August 2018.
• Achieved Levels 1, 2 and 3 as Sales and Service Consultant in career progression before being promoted to the Case Management Team.
• Achieved over 50% NPS (Net Promoter Score) from May – August 2018

Orem, Utah

Orem, Utah

Assist Wayfair customers on in phone, email and chat environments with placing orders, returns, post-delivery and pre-delivery issues, modification of orders pre-delivery and assistance in addressing issues concerns requests. Offer advise on services and products to a varied set of clients and customers to assist them in making the best purchasing.

Orem, Utah

Orem, UT

Assisted with the launch and Start of Blendfresh LLC in customer service, shipping, event planning, order processing, data entry and client relations. Perform duties of Brand Specialist such as account creation, order placement, commission inquiries and calculation, inbound and outbound projects, support email and voicemails, virtual office website.

Provo, Utah, United States

Orem, UT

Wellness Coach teaching participants Nutritional concepts and guidelines on how to eat, basics and benefits of Exercise and how to influence Lifestyle factors such as Sleep and Stress for their Get Slim Now Transformation Program.

Orem, UT

Answering inbound calls from Unicity Franchise Partners and customers for Order Entry, Product Information and knowledge as well as Customer Service with regards to accounts/orders and general concerns. Receptionist part-time answering phones, setting appointments and helping partners.

Bachelors Of Science, Web Development & App Design

Activities and Societies: Spectrum- LGBTQ Alliance, Latinos in Action, International Student Association, Anti-Human Trafficking Club

Dental Assistant, Dental Assisting/Assistant

High School Diploma, General High Shool Education, 2.7

Activities and Societies: Varsity Track & Field, Varsity Baseball