Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Alvarado

San Antonio,TX

Summary

As a Content Creator, responsible for developing and producing content for various platforms. Skilled at creating engaging and effective content that resonates with the audience and helped achieve specific goals. Work closely with several departments and teams within the organization to ensure content aligns with brand messaging and underwriting/quality procedures. Highly motivated Content Creator with proven track record developing engaging content. Works well independently as well as collaboratively. Adept at managing multiple projects while producing successful outcomes.

Overview

15
15
years of professional experience

Work History

Content Designer

The Hartford
05.2019 - Current
  • Applied current editing and design tools to create engaging and informative content.
  • Assisted with sharepoint editing and publishing of content.
  • Developed original content using stakeholder feedback and data to identify areas of opportunities.
  • Supported peers by strengthening content through proofreading and editing.

Learning Advisor

The Hartford
01.2017 - 05.2019
  • Helped sales agents develop organizational, product and sales skills.
  • Developed and implemented group curriculm.
  • Used diverse facilitation materials and motivational approaches to reduce learning gaps and drive sales performance.
  • Identified areas in need of improvement and implemented solutions.
  • Enhanced sales agent satisfaction and productivity by troubleshooting and resolving workflow and underwriting opportunities.

Consultant Sales

The Hartford
10.2015 - 01.2017
  • Calculated premiums and established payment methods for sales.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
  • Calculated quotes and educated potential clients on insurance options.
  • Reviewed daily metrics sales agents to evaluate their strengths and weaknesses to meet department metrics.
  • Monitored participant workflow and behaviors throughout the launch process.
  • Conducted one-on-one coaching sessions for new employees to educate and guide them to understand process and underwriting to better service the sales environment.
  • Operated as a team player with additional launch coaches to ensure behavior and performance tracking of launch classes.

Sr. Specialist I

JP Morgan Chase, NA
11.2012 - 08.2015
  • Answered an average of80-115 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Assisted bankers with details on credit card accounts.
  • Worked in several different customer queues to help service level.
  • Worked together with other specialist to create resolutions to known issues in the environment through an issue resolution team.
  • Provided team morale by providing recognition for metrics being met and exceeded.
  • Generated team competition for each metric to assist specialist with maintaining metrics and future goals.
  • Reviewed banker surveys for my team to provide information on their call monitors.
  • Managed team of 18-20 specialists. Monitored calls and provided any new updates on policy and procedures
  • Handled one on one meetings to discuss metrics and future job opportunities for specialists.
  • Worked on out of state project to open new call center for card services.
  • Assisted with 45 new hires transitioning from different project to credit card services
  • Generated knowledge newsletters and provided policy and procedures to navigate specialist to gain knowledge of services.

Online Sales Representative

Wells Fargo
01.2012 - 10.2012
  • Took roughly 80 to 100 calls a day.
  • Navigated Wells Fargo customer online to setup service.
  • Assisted specialists with linking customers profiles online to be able to manage and view accounts.
  • Reviewed customers current relationship with the bank to suggest any possible opportunities to assist with additional lending of funds.
  • Reviewed customers accounts to see if they were eligible for any mortgage refinances to save money
  • Provided different sale packages to customers to better accommodate their needs.
  • Reaching sale goals and exceeded metrics for call servicing

Customer Service Sales Specialist

Afni Incorporated
08.2008 - 01.2012
  • Verizon customer service for assistance with changing cell phones.
  • Assisting customers with statement questions and making payments.
  • Transitions to Frontier technical support, working with cable and internet services.
  • Assisted with trouble shooting question to determine issues with cable or internet service.
  • Dispatched technicians and closed out open technician cases.
  • Transitioned to servicing DIRECTV customers, assisting with selling new service packages and upgrading services.
  • Reviewed statements for DIRECTV customers.

Education

High School Diploma - undefined

Southwest High School
San Antonio, TX
2008

Associate of Science - Criminal Justice

UTSA
San Antonio, TX

Skills

  • Exceptional communication skills
  • Creative instruction styles and techniques
  • Proficiency in design skills and software
  • Strong client relations
  • Training development aptitude
  • Exceptional workflow management

Timeline

Content Designer

The Hartford
05.2019 - Current

Learning Advisor

The Hartford
01.2017 - 05.2019

Consultant Sales

The Hartford
10.2015 - 01.2017

Sr. Specialist I

JP Morgan Chase, NA
11.2012 - 08.2015

Online Sales Representative

Wells Fargo
01.2012 - 10.2012

Customer Service Sales Specialist

Afni Incorporated
08.2008 - 01.2012

High School Diploma - undefined

Southwest High School

Associate of Science - Criminal Justice

UTSA

Similar Profiles

CREATE PROFILE
Michelle Alvarado