Henry Espinosa
New York,NY
Summary
Successful leader with over 20 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.
Overview
40
40
years of professional experience
Work History
Lead, Supervisor-Customer Service
Charter Communications
09.2021 - Current
- Management and development of all Lead Agents for Flushing Call Center
- Handling of all Corporate and Third Party Agency complaints assigned by Corporate Office including providing all process improvement feedback to Leadership resulting in 10.0/ 10.0 score on V.P. scorecard for 3 consecutive years
- Account audit and ensuring resolution of advanced service issues by Lead team
- Reduced employee turnover rate by creating a positive work environment and offering opportunities for professional growth. Focused on creating company bench strength, mentoring 11 Leads to career progression roles
- Managed multiple projects simultaneously, focus groups and offline projects, ensuring deadlines were met while maintaining high-quality work standards.
- Developed high-performing teams through targeted training and regular performance evaluations consistently maintaining top team ranking
Supervisor-Customer Service
Charter Communications
07.2021 - 09.2021
- Monitored and developed Customer Service Agents, moving team ranking from 26th to 8th in Video Repair line of business in 90 days
- Collaborate with other Production Floor Supervisors to maximize productivity amongst Agents by leading team meetings to maximize Agent performance and increase KPI numbers
- Interview and evaluate potential New Hires
- Conducted performance evaluations for team members, identifying areas of improvement and guiding professional development plans.
Customer Service Representative
Charter Communications
09.2019 - 07.2021
- Advanced knowledge of CAD system and specialized troubleshooting processes
- Achieved Customer Service Representative Level 2, Bronze and Silver Awards for consistency in metrics
- Advanced knowledge of both Legacy and current Spectrum services
- Promoted to Lead agent in October 2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Licensed Real Estate Agent
Voda Bauer Real Estate, LLC
02.2014 - 09.2019
- Responsible for research of potential acquisitions
- Managed all renovation of newly acquired and currently existing commercial properties including marketing company portfolio resulting in current annual sales of 85M
- Coordinated inspections, appraisals, repairs, and other steps in transaction process as required by buyer or seller needs for smooth closings.
- Prepared all necessary documents related to real estate transactions, ensuring compliance with legal requirements and industry standards.
- Built lasting relationships with fellow agents, brokers, attorneys, inspectors, and other industry professionals to create extensive professional network that benefited clients.
Sales Trainer
Paragon Acura
05.2012 - 01.2014
- Sales and Lease expert at Acura's #1 new car and certified preowned dealership
- Trained new associates and developed sales managers for entire auto group in order to achieve 100% certification status with Acura Council of Excellence
- Partnered with the Business Development Center resulting in Customer Satisfaction Index score of 98.7%
- Development of all Sales Agents and ensuring compliance metrics
General Manager
Raymour & Flanigan
07.2010 - 02.2011
- Collaboration with Regional Vice President and Regional Director of Sales on daily basis to drive sales and improve customer experience
- Development and retention of sales staff with a focus on long term employment
- Provided Logistical support and management expertise for two new locations
- Trained and guided team members to maintain high productivity and performance metrics.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning achieving projected annual sales volume growth from 16M to 25M
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share through B2B partnerships
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
Assistant General Manager
Lord & Taylor LLC
06.2007 - 06.2010
- Responsible for ensuring strict standard of excellence in Customer Service
- Responsible for all aspects of daily operation
- Responsible for all P&L reports for 130M Flagship location
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
General Manager
Brooks Brothers
06.2005 - 06.2007
- Responsible for all aspects of daily operation in Flagship location
- Monitoring and development of all sales floor staff
- Responsible for P&L, sales generation and loss prevention
- Developed and implemented strategies to increase sales and profitability.
- Interacted well with customers to build connections and nurture relationships.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage. achieved lowest recorded shrink at 0.12%
Executive Team Leader Operations
Target Stores
05.2004 - 06.2005
- Direct Report to District Executive Team Leader on all system and audit compliance within Metro District stores with annual sales volume of 500M+
- Responsible for sales generation and loss prevention
- Enhanced customer satisfaction with exceptional service delivery and timely issue resolution.
- Oversaw daily operations, ensuring adherence to regulatory requirements, organizational policies, and industry standards.
- Collaborated with key stakeholders to identify opportunities for improvement and drive change management initiatives.
- Delivered high-quality results by setting clear expectations, providing resources, and closely monitoring progress.
Store Manager
Banana Republic
12.1998 - 05.2004
- Sales generation, training and developing staff of 90+ associates
- Building management bench strength to support and execute all visual, merchandising, and operational guidelines set through company directives
- Responsible for monthly P&L, store inventory, loss prevention, and maintaining customer service standards
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed daily operations to ensure smooth functioning of store, maintaining clean, safe environment for customers and employees.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Sergeant, Communications Center Chief
United States Marine Corps
05.1985 - 04.1993
- Self-motivated, with strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in team environment.
- Proven ability to learn quickly and adapt to new situations.
- Experienced leader skilled at building and motivating teams in short periods successfully achieving mission goals
Education
Telecommunications Chief Certification -
United States Marine Corps
Marine Corps Institute01.1991
Skills
- Employee Management
- Asset Management
- Real Estate
- Communication
- Conflict Resolution
- Detail Oriented
- Customer Relationships
- Business development and planning
- Operations Management
- Team Development
- Project Management
- Team Leadership
References
References can be provided upon request
Timeline
Lead, Supervisor-Customer Service
Charter Communications
09.2021 - Current
Supervisor-Customer Service
Charter Communications
07.2021 - 09.2021
Customer Service Representative
Charter Communications
09.2019 - 07.2021
Licensed Real Estate Agent
Voda Bauer Real Estate, LLC
02.2014 - 09.2019
Sales Trainer
Paragon Acura
05.2012 - 01.2014
General Manager
Raymour & Flanigan
07.2010 - 02.2011
Assistant General Manager
Lord & Taylor LLC
06.2007 - 06.2010
General Manager
Brooks Brothers
06.2005 - 06.2007
Executive Team Leader Operations
Target Stores
05.2004 - 06.2005
Store Manager
Banana Republic
12.1998 - 05.2004
Sergeant, Communications Center Chief
United States Marine Corps
05.1985 - 04.1993
Telecommunications Chief Certification -
United States Marine Corps
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