Hi, I’m
Cristian Malpica
Client Success & Training Manager
Thornton,CO
Summary
Accomplished leader with a proven track record of successfully managing sales, production, and customer service teams. Skilled in training and development, with extensive expertise in the mortgage and credit industry spanning over 6 years. Adept at driving growth and operational excellence, consistently delivering results.
Overview
8
years of professional experience
2
Languages
Work History
UQUAL
Head of Loan Readiness and Corporate Training
11.2019 - Current
Job overview
- Leads a sales and service team of 12, improving enrollment, referral, and retention strategies, resulting in a 15% year-over-year performance boost. Collaborates with leadership on goal setting, metrics, and revenue-driving activities, contributing to a 10% increase in monthly revenue.
- Designed and executed a new comprehensive onboarding and training program to ensure new hires gain a strong understanding of the UQUAL platform, call center roles, performance metrics, and effective communication and sales strategies.
- Conducts quarterly continuous education sessions to enhance industry knowledge and address field challenges, fostering improved performance and employee confidence. Provides ongoing one-on-one coaching to reps, helping them adopt best practices to meet goals and enhance client retention.
- Optimizes tools like Salesforce and various analytics platforms to improve sales efficiency and tracking, Monitoring KPIs to evaluate the effectiveness of sales programs, driving promotions and increased revenue while maintaining client satisfaction.
UQUAL
Customer Success – Credit Advisor
07.2018 - 11.2019
Job overview
- Improved customer satisfaction by quickly addressing and resolving concerns with products or services.
- Provided expert advice to customers regarding product features, usage, and best practices, enhancing their overall experience with the company.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Bright Horizons
Quality Assurance Manager
06.2017 - 07.2018
Job overview
- Managed and resolved complex, high-priority customer complaints and incidents across various child care services, including child care centers and in-home nanny services.
- Ensured that all cases, especially those involving emergency child services or reports to Child Protective Services (CPS), were handled with the utmost care, compliance, and professionalism.
- Reported directly to senior leadership, I played a critical role in overseeing serious incidents and guiding the company's response to ensure the safety and well-being of children and the caregivers/childcare centers.
Bright Horizons
Customer Service Representative
07.2016 - 06.2017
Job overview
- Responded to customer inquiries for employee's of Fortune 500 companies, providing timely and accurate responses about education benefits, including tuition reimbursement services. Required extensive knowledge of what each companies policies and procedures entailed.
- Managed documentation and qualification processes for 13,000 employees, ensuring compliance with each companies policy standards.
- Demonstrated exceptional conflict resolution and communication skills, leading to a quick promotion to Quality Assurance Manager within 11 months for consistently exceeding service expectations.
Education
University of Northern ColoradoGreeley, Colorado
from Criminal Justice
Skills
Leadership and Team Management
Training Program Design
Exceptional Communicator
Analytical and Performance Management Skills
Time Management and Organization
Strategic Thinking
Coaching and Development Mindset
Collaboration and Relationship-Building
Affiliations
Boys & Girls Club Coach and Peer Leader
Timeline
Head of Loan Readiness and Corporate Training
UQUAL
11.2019 - Current
Customer Success – Credit Advisor
UQUAL
07.2018 - 11.2019
Quality Assurance Manager
Bright Horizons
06.2017 - 07.2018
Customer Service Representative
Bright Horizons
07.2016 - 06.2017
University of Northern Colorado
from Criminal Justice
Languages
Spanish
Native or Bilingual