Michael Espinoza

*** ** *******

San Antonio Texas 78201

Phone: 1-210-***-****

Email: adzox1@r.postjobfree.com

Objective

Seeking a career with a progressive organization that will use my education, skills, abilities and experience in an executive capacity, where I can effectively contribute to operations in any capacity that best matches my skills and experience. In my current position I have cross trained for multiple positions for the entire department in under two months.

Work Experience:

07/2022-05/2023

Spectrum

Retention Specialist

Maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products, i.e., video, data and phone. Execute retention strategy that strikes balance between saving customer and retaining revenue.

04/2022- 06/30/2022

Victory Capital Mutual Funds

Service Representative

Took inbound calls from members with mutual funds and 529 education funds, assisted with the purchase and sale of shares, answered questions regarding their portfolio, answered questions regarding 1099 forms during tax season.

03/2019- 04/2022

Whole Organix Business Development / Sales

Contact CBD stores set up appointments to show products manufactured by company to either sell as our line of products or do a private label program, work with large companies to set up whole new businesses and lines of products.

10/2017- 03/2019

Office Ally Customer Support Specialist/Inbound Activations

As an in-bound primary contact, create and foster robust client relationships by understanding client’s business needs so that the company’s service and product platforms are fully realized. Provide information to potential Users on how to sign-up for products and services; and follow-up on various protocols to guarantee the customer is fully aligned and engaged with the services to guarantee product utilization. Provide resolution by assisting and navigating through various areas of trouble-shooting; Respond to internal IM’s, external and in-bound emails and engage in live-chat with the company’s community for reference and other trouble-shooting initiatives; Create call tracker tickets and other information as required; Able to provide a high level of customer satisfaction by providing precise and timely response to inquiries; Be a positive and vibrant team player as it relates to identifying gaps and resolutions to issues affecting client deliverables, services and products. All other duties assigned by supervising/manager. Make outbound calls to existing and new users to follow up on recent product activations and inform users of other products we offer that may benefit their practice.

5/2016 – 10/2017

Volt VMC Tech Support Specialist.

Take calls in a high volume call center from customers who need assistance fixing their iOS devices, trouble shooting and fixing issues in a timely manner from security issues to running diagnostic reports to find battery issues.

3/2012 –4/2016

San Antonio Police Department-Security Service Federal Credit Union/Tri-Starr Personnel

Answers phone and answers questions as well as researches requests from link center agents. Performs searches on incidents that are faxed over from link centers. Requests are researched on Crash, Inpursuit, Visinet or Mainframe Systems and are faxed back in a timely manner 10 minutes or less of over 110 requests per day. Research incidents on microfische for officers, detectives and public who request reports at link centers. Return them in a timely manner. Move boxes from records department to warehouse area as needed.

12/2008 – 9/2014

Self-Employed Independent Insurance Agent

Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries. Calculate premiums and establish payment method. Customize insurance programs to suit individual customers, often covering a variety of risks. Sell various types of insurance policies to businesses and individuals on behalf of various insurance companies, including term, universal, life, annuities, and medical coverage for families as well as employee coverage for businesses. Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person to be insured, and to discuss any existing coverage. Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients. Explain features, advantages and disadvantages of various policies to promote sale of insurance plans. Contact underwriter and submit forms to obtain binder coverage. Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms. Confer with clients to obtain and provide information when claims are made on a policy.

11/2002 - 12/2008 Owner/Realtor Empire Real Estate Group

Show and sell residential properties to potential clients. Convert potential clients to closed sales. Provide close personal client attention and follow up to ensure best service. Prepare contracts and documentation; designed all advertising and marketing materials. Worked directly with investors in the purchase, redesign and remodel of homes for resale, worked directly with contractors and subcontractors and budgeting of projects as well as assisting clients in acquiring permits for construction and remodeling.

5/2001 - 5/2002

Collections USAA/Temp Service

Worked day to day with both auto and home equity loan collections, made calls and accepted calls from delinquent members and made arrangements for past due payments as well as accepting payments over the phone.

6/2000 - 3/2001

Client Rep. Weatherly Securities

Contact prospective clients to measure interest in financial services. Managed broker client files, updated when needed, scheduled meetings and appointments as needed, was in the process of obtaining my 7 and 63 license when the market crashed and my broker was unable to pay my salary.

6/1998-4/2000

General Manager/Sales Manager Alamo Development Home Builders

Responsible for developing new employees. In charge of establishing new clients and handling delinquent 2nd mortgages. Established relationships with clients; helped clients with negotiating contracts for purchase of new houses as well as purchase of land. Point of contact for all clients, subcontractor, investors, mortgage companies, building materials companies, banks and real estate companies. Created new mortgage loans through Plains Capital Bank, VA, FHA and Conventional loans. Maintained company general ledger files for clients and subcontractors. Managed all accounts payable and accounts receivable files. Managed budgets; Managed presentations to investors, mortgage companies, banks and real estate companies. Left because owners mismanaged company funds and went out of business less than a year later.

6/1997 - 10/1998

Customer Service/Documents Supervisor Norwest Bank

Supervised, trained and developed, 15 department employees. Utilizing data entry and phone skills to verify and correct customer information on accounts; research all client and legal requests for bank documents; taking phone calls from customers as well as corporate business owners in reference to their accounts. Meet daily deadlines and write employee evaluations and reviews. Managed multiple projects at one time. Develop and implements new department and banking procedures. Meeting daily, weekly and monthly deadlines in a timely manor. This was strictly temporary position

2/1994 - 6/1997

Customer Service/Data Processing Supervisor IBC BANK

Interviewed and hired new department employees. Supervised trained and developed 25-30 employees. Verified all work processed by customer service employees from 7 South Texas locations. Point of contact for all customers as well as commercial accounts to handle any inquiries on their accounts, taking phone calls from customers regarding their accounts. Utilizing computers, calculators and 10 key to debit and credit customer accounts and to notify customers if errors occurred. Printing POD, ACH and End Clearing totals for delivery of bundles to the Federal Depository. Develop and implement new banking policies and procedures; give presentations of profit and loss to board of director every quarter. Meeting daily, weekly and monthly deadlines in timely manor. Managed multiple projects. Monitoring kiting suspects and preparing reports to notify Branch Managers. Collecting payoff amounts on closed checking accounts. Left for better position at Norwest Bank

Education:

Thomas Jefferson High School San Antonio Texas

San Antonio College - San Antonio - Texas

Skills:

10 key by touch, Advertising, Customer Service Classes, Lotus Intermediate, Marketing, Microsoft Word, Presentation

Classes, Problem Solving Classes, Quality Awareness Classes, Soft Plan (Architectural Design Software), mortgage loan processing of VA, FHA and Conventional loans, Telephone Customer Service Classes, Time Management Classes, Transition from Supervised to Supervisor, Word Perfect Century21 A Team Member Courses

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