Jonathan Arias

Client-focused Account Supervisor with 20+ years in financial services and BPO operations, including 16+ years of continuous advancement at a single organization (Clearnexus Inc.) — rising from front-line agent through eight roles in operations, HR, recruiting, quality assurance, and training. Currently supervises cross-functional teams of up to 40 employees across multiple client accounts, owning day-to-day service delivery, escalations, and performance against client SLAs. Skilled at translating client requirements into operational execution, coaching supervisors and agents, and protecting account P&L and quality standards.

Building applied AI literacy through recent MICITT/Cisco and IBM SkillsBuild certifications.

Account Supervisor (Account Manager) at Clearnexus Inc. (2021-01 – Present)

• Supervise cross-functional teams of up to 40 employees (team leads, quality agents, email processors, and agents) across client accounts ranging from 3 to 20+ agents, acting as the primary point of contact for client relationships.
• Own overall account performance, directing daily operations, resolving escalations, and aligning results with client SLAs and company goals.
• Manage account P&L and service-level performance, translating client requirements into operational targets and coaching front-line supervisors and agents to meet them.
• Oversee ACH payment processing (KapCharge, Ussio) and identity/credit verification workflows (Lokyata, DecisionLogic, DataX) to keep account operations compliant and on schedule.
• Use platforms including DecisionCloud, Chirp, MicroBilt, Zoho One, Crocodial, and Authorize.Net/Fluidpay to manage day-to-day account workflows and reporting.

Team Supervisor at Clearnexus Inc. (2017-01 – 2021-12)

• Supervised day-to-day team performance, coaching agents and team leads to meet service level, quality, and productivity targets — the direct precursor to current account-level supervision.
• Supported payroll processing and record-keeping, ensuring accurate, on-time employee compensation.

Payroll Administrator at Clearnexus Inc. (2016-01 – 2017-12)

• Managed payroll processing and administration for a growing distributed workforce, ensuring accuracy and compliance.

Recruiter / HR at Clearnexus Inc. (2014-01 – 2016-12)

• Directed full-cycle recruiting — sourcing, screening, and interviewing — staffing groups of 5–10 hires per cycle, scaling with client demand.
• Built and led HR operations spanning employee relations, onboarding, and policy administration.

Quality Assurance at Clearnexus Inc. (2013-01 – 2014-12)

• Led QA monitoring of calls and transactions to ensure adherence to regulatory and quality standards, delivering coaching that improved team performance.

Trainer at Clearnexus Inc. (2012-01 – 2013-12)

• Designed and delivered training programs for new hires and tenured staff on processes, systems, and compliance requirements, using platforms including Infinity LMS, Totality LMS, TrendCom LMS, and Epic LMS.

Team Lead at Clearnexus Inc. (2011-01 – 2012-12)

• Led a front-line team, coaching agents on performance, quality, and productivity targets.

Lending / Front-Line Agent at Clearnexus Inc. (2009-01 – 2011-12)

• Originated and processed loan applications, guiding customers through documentation and requirements — the operational foundation for later leadership roles.

Loan Officer at OBS (2008-01 – 2009-12)

• Originated and processed online loan applications, guiding borrowers through documentation, underwriting requirements, and approval steps.
• Managed digital loan submissions, ensuring accuracy and completeness of applicant data.
• Coordinated with underwriting and processing teams to keep loan files moving toward timely closing.

Mortgage Agent Collector at Washington Mutual Bank & Chase Bank (2005-01 – 2008-12)

• Managed mortgage loan collections for delinquent accounts, contacting customers to arrange payment solutions and reduce delinquency.
• Applied collections and customer service best practices across both institutions in a regulated banking environment.
• Maintained accurate collection activity and communication records in compliance with banking policy.

Bachiller en Educación Media in High School Diploma – Instituto Julio Acosta García, MEP (1996-12)

Ejecutivo(a) en Inglés para Servicios – INA (2007-01)

Programación de Computadoras – INA (2006-01)

Operador de Computadoras (Word, Excel, PowerPoint, Access) – INA (2005-01)

Servicio al Cliente – INA (2003-01)