Hector Crespo

***** ** **** ******, *****, FL ***93

phone: 305-***-****; e-mail: adszhk@r.postjobfree.com

Experience

LEAD – Customer Service, 2020 to Present

Ygrene Energy Fund, Miami, FL

• Take and process calls in a professional manner, handle escalations, respond to mailboxes.

• Support the customer service representatives, monitor the queue.

• Provide back-up administrative support to Supervisor/Management staff.

• Assist in tracking and reporting on new hire statistics: KPI scores, call handle times, quality of calls, and any other metrics as requested.

• Participate in variety of special projects and perform extra administrative duties as assigned.

• Facilitate and assist in new hire training programs and support all on-going training initiatives.

• Provide support to existing customer service representatives through on-going training curriculum.

• Assist in evaluation and development of training needs.

• Work actively with management team to ensure effective implementation and communication of all training strategies and initiatives.

Customer Service Representative, 2018-2020

• Work with interested clients to help them understand program specifics and assist them with their applications and answer any questions.

• Customer support to in-calling clients.

• Be active in contacting prospective Clients, Contractors and any other determined potential business source as directed.

• Coordinate with funding department, underwriting department, and sales team to obtain all necessary documentation as required.

• Assist sales team as needed to ensure that projects move through all steps of the process in a timely manner.

• Update and track daily project reports.

• Assist in development and maintenance of department policy and procedure documents and forms.

• Act as a resource for district staff or contractors to handle any questions, troubleshoot projects or assist in prospective business.

• Other Duties as assigned.

City Carrier Assistant, 2018

USPS, Miami, FL

• Deliver and collect mail on foot or by vehicle under varying road and weather conditions in a prescribed area.

• Maintain professional and effective public relations with customers and others.

• Familiarity with postal laws, regulations, products, and geography of the area. Sales Executive, 2016 to 2017

GDI Technologies, Inc., Miami, FL

• Identified business opportunities and target markets.

• Made initial customer contact through visits or calls.

• Identified potential customer’s needs and formulated business proposals according to their business needs.

• Negotiated prices and variations in prices and specifications.

• Managed account management and expansion activities.

• Developed new opportunities and existing ones.

• Built meaningful relationships within the company and outside.

• Ensured appropriate and timely delivery of service and products.

• Followed up on service and / or product once the delivery was made to ensure customer satisfaction.

• Researched market trends and products.

• Arranged meetings with potential clients including extensive travel to meet clients.

• Checked quantity and quality of products prior to delivery. Relationship Manager, 2014 to 2016

Ocean Bank, Miami, FL

• Responsible for providing personalized customer service support through outgoing telemarketing calls, cross selling bank products and services, growing banking deposits, identifying new business opportunities, and building client relationships.

• Ensured that transactions complied with bank policies and procedures, customer documentation, KYC profiles were up to date, and responded to BSA requests to comply with all established CIP and BSA/AML requirements.

• Provided high levels of personal customer service, responding to incoming customer inquiries and requests in a timely and professional manner, had excellent, open lines of communication with assistants, officers, management, and support areas.

• Experience in product sales and servicing customers in international/retail banking branch operations

• Acquired, retained, and expanded new and existing customer relationship by providing a positive new account experience, profiling, assessing customer needs, and recommending and selling appropriate banking products and services.

Sales and Service Associate II; Personal Banker, 2005 to 2013 Mercantil Commerce Bank, Miami, FL

• Responsible for maintaining knowledge of all Bank products and services; consistently meeting or exceeding sales goals for consumer/commercial loans, residential loans, deposits, investment sales, fee income, and others as set by management.

• Acquired, retained, and expanded new and existing customer relationship by providing a positive new account experience, profiling, assessing customer needs, and recommending and selling appropriate banking products and services.

• Executed all operation responsibilities relative to opening and maintaining all products and services.

• Provided excellent customer service to all current and prospective customers as measured by bank service standards.

• Reviewed customers account activity in order to insure compliance with Bank Secrecy Act. Team player and support to other members of the Bank as needed. Ability to work under pressure, have a professional image and be able to resolve problems and conflicts. Identified evaluated, monitored, and made any recommendation deemed necessary to the respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards. U.S. Army Sergeant, May 1984-May 1987 (Active Duty) June 1987-May 1990 (Ready Reserve) United States Army 82nd Airborne Division, 514th Signal Company, Honorable Discharge, Fort Bragg, NC Awards: Parachutist Badge, Army Good Conduct Medal, Army Service Ribbon, Army Achievement Medal with Oak Leaf Cluster, Army Commendation Medal, Airborne Diploma. Education

Miami Dade College, Miami, FL

Business Administration

Miami Coral Park Senior High School, Miami, FL

High School Diploma, May 1982

Skills

Fluent in English and Spanish, Microsoft Office Skills, Word, Excel, Teams, Sales Force, Sharpen, Zoom, Internet, Outlook, Lotus Notes, Data Entry.

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