Dannell Espinoza
Chandler,AZ
Summary
Experienced Customer Service and Sales Manager with over 15 years of expertise in driving sales growth, fostering strong customer relationships, and coaching sales representatives to achieve and exceed performance goals. Adept at managing customer service operations, monitoring team performance, and implementing strategies that enhance customer satisfaction and retention. Skilled in recruiting, training, and developing employees, with 1 year of human resources experience, including hiring, onboarding, and performance management. Recognized for excellent communication, organizational, and leadership abilities, with a proven track record of optimizing workflows, increasing efficiency, and building high-performing teams. Proficient in leveraging technology to streamline processes and deliver exceptional results.
Overview
16
16
years of professional experience
Work History
Client Support Specialist
Vensure Employer Services
08.2023 - Current
- Led end-to-end payroll implementation projects, resolving 98% of tax update, garnishment, and correction issues within project timelines, ensuring seamless execution.
- Consistently surpassed KPIs and met 100% of deadlines by orchestrating cross-functional collaboration and maintaining meticulous project documentation.
- Directed payroll data migrations from legacy systems to advanced platforms, delivering error-free transitions and ensuring 100% accuracy in tax and wage data imports.
- Collaborated with teams to validate data integrity during migrations, achieving 99.9% accuracy and minimizing discrepancies.
- Spearheaded client onboarding programs and conducted training sessions, improving client proficiency in payroll systems by 85%.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Conducted case management activities and services with multidisciplinary team.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Interacted with team members across departments to research and resolve customer issues.
Mortgage Loan Officer-Layoff
Fairway Mortgage -Loan Factory
08.2020 - 01.2024
- Streamlined mortgage loan origination and processing by conducting in-depth financial analyses, ensuring 100% compliance with federal, state, and local regulatory standards, which bolstered business growth.
- Fostered and strengthened client and realtor relationships by delivering tailored mortgage solutions, resulting in a 25% increase in business opportunities and repeat referrals.
- Evaluated credit histories and financial information for determining eligibility and offering personalized mortgage solutions.
- Supported smooth loan approvals for clients by coordinating with underwriters and ensuring accurate documentation.
- Identified client needs to recommend suitable loan products and address financial concerns.
- Drove customer satisfaction by resolving inquiries and addressing concerns promptly.
Legal Administrator-Layoff
ThemisTech
10.2022 - 07.2023
- Implemented process improvements to address BBB complaints for a startup, streamlining workflows and increasing customer satisfaction by 20%.
- Leveraged advanced technology solutions to reduce issue resolution time by 30%, enhancing overall response efficiency.
- Cultivated strong relationships with stakeholders and clients, exceeding expectations and ensuring a 95% satisfaction rate.
- Utilized Salesforce as a CRM and JIRA to track and manage client onboarding projects, facilitating seamless communication and delivering 100% successful project completions.
- Aligned workflows and supported integration efforts across sales teams, employees, and clients, resolving BBB complaints and improving operational cohesion by 25%.
- Improved efficiency by implementing new filing system for legal documents.
- Coordinated communication between attorneys and clients to ensure timely case updates.
Regional Account Manager -Layoff
KAR Global
08.2009 - 03.2020
- Delivered customer-focused business development consulting to construction and heavy equipment clients, utilizing marketing data and sales metrics to develop tailored solutions that enhanced customer satisfaction and boosted retention by 25%.
- Established and strengthened long-term client relationships by providing exceptional service and personalized support, increasing client loyalty by 30% and driving sustained business growth.
- Facilitated high-level meetings and presentations with C-suite executives, aligning business strategies with client goals and increasing project approvals by 20%, while building strategic partnerships..
- Designed and implemented customer-centered Salesforce dashboards to track and analyze critical business development metrics, streamlining workflows and enhancing decision-making efficiency.
- Directed and coached a team of sales representatives, providing actionable insights through detailed data analysis to refine sales strategies, leading to a 25% improvement in team performance.
- Empowered sales reps to excel by delivering targeted training, fostering professional growth, and implementing performance-focused coaching techniques.
- Strengthened client loyalty and retention by ensuring customer satisfaction, addressing service gaps, and devising tailored solutions, while guiding the team to prioritize exceptional service.
- Strengthened client relationships with ongoing support and proactive issue resolution.
- Collaborated with cross-functional teams to optimize service delivery for accounts.
Education
Bachelor of Arts - Anthropology
Arizona State University
Tempe, AZ12.2025
Bachelor of Arts - Project Management
Arizona State University
Tempe, AZ12.2025
Associate of Arts - Anthropology
Phoenix College
Tempe05.2020
Skills
- Customer service management
- Sales facilitation
- Call queue monitoring
- Recruitment and training
- Performance management
- Coaching and development
- Operational scheduling
- Conflict resolution
- Organizational and time management
- Advanced communication skills
- Interpersonal skills
- MS Office Suite
- Salesforce 14 years
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Client Support Specialist
Vensure Employer Services
08.2023 - Current
Legal Administrator-Layoff
ThemisTech
10.2022 - 07.2023
Mortgage Loan Officer-Layoff
Fairway Mortgage -Loan Factory
08.2020 - 01.2024
Regional Account Manager -Layoff
KAR Global
08.2009 - 03.2020
Bachelor of Arts - Anthropology
Arizona State University
Bachelor of Arts - Project Management
Arizona State University
Associate of Arts - Anthropology
Phoenix College
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