Isaac Espalin
Telephone Interviewer, Federal contractor
Albuquerque,NM
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
18
18
years of professional experience
Work History
Telephone Interviewer
National Opinion Research Center
2019.08 - Current
- Conduct surveys over the phone/Data entry
- Provide exceptional customer service to all clientele
- Exceeded daily call quotas while maintaining high-quality interactions, ensuring timely project progress.
- Gathered data and insights from participants during telephone interviews.
- Maintained a comprehensive understanding of company policies, procedures, and guidelines related to telephone interviewing processes.
- Assisted in the development of interviewer training materials, leading to improved interviewing techniques amongst colleagues.
- Administered phone interviews to survey participants.
- Followed call center protocols when notifying participants of call purpose and use of information.
- Documented records of call information.
- Participated actively in continuous professional development programs aimed at enhancing my interviewing skills and knowledge of research methodologies.
- Handled sensitive information with discretion, adhering to confidentiality requirements and protecting respondent privacy.
- Contributed positively towards creating an inclusive work environment through open communication style.
- .Achieved high levels of accuracy by meticulously reviewing collected data for errors before submission for analysis.
- Employed persuasive techniques when necessary to encourage reluctant respondents to participate in surveys or provide additional information.
- Developed strong rapport with interviewees, resulting in more detailed and accurate survey responses.
- Conducted extensive background research on assigned topics prior to initiating calls, enabling knowledgeable discussions that elicited valuable insights from participants.
- Increased response rates by tailoring survey questions to match the interests and needs of individual respondents.
- Improved customer satisfaction by conducting thorough telephone interviews and accurately recording responses.
- Completed multiple projects with varying levels of complexity and timelines, consistently meeting deadlines while maintaining a high level of quality in work.
- Analyzed and evaluated data, identifying trends in therecruitment process.
Surveillance Technician
Presbyterian Health Group
2017.02 - 2019.06
- Responsible for the monetary cash and donations we made securely
- Destroyed controlled substances or any drug a doctor no longer needed.
Retention Specialist
Sprint
2016.03 - 2017.02
- Maintained log of problems and resolutions that may require follow up and or escalation to a higher level of expertise.
- Developed and maintained customer support strategies and collaborate with customers and employees.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
Office Administrator/Bailiff
State Of New Mexico
2014.09 - 2016.03
- Performed administrative duties for executive management in the Second Judicial Court
- Communicated messages from jurors to court and/or families.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Surveillance Officer
The Downs of Albuquerque
2013.08 - 2014.09
- Secured premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry.
- Completed reports by recording observations, information, occurrences, and surveillance activities; interviewing witnesses; obtaining signatures
Lead Transportation Security Officer
Transportation Security Administration
2006.04 - 2013.07
- Inspected carry-on items, using x-ray viewing equipment, to determine whether items contain objects that warrant further investigation.
- Searched carry-on and checked baggage by hand when it was suspected to contain prohibited items such as weapons.
- Managed team of trained security professionals engaged in anti-terrorism activities.
- Safeguarded transportation operations at commercial airports and railway stations.
Education
Intermittently -
Central New Mexico Community College
Albuquerque, NM04.2024
EMT - B - EMS
UNM
UNM Fire Acdemy04.2004
Skills
- MS Office 2000+
- MS Windows (9x, 2000, XP, Vista, 7, 8, 10)
- 50+ WPM
- Practical problem-solving and strategic thinking skills
- Written and oral communications skills
- Excellent customer interactions
- Flexibility
Timeline
Telephone Interviewer
National Opinion Research Center
2019.08 - Current
Surveillance Technician
Presbyterian Health Group
2017.02 - 2019.06
Retention Specialist
Sprint
2016.03 - 2017.02
Office Administrator/Bailiff
State Of New Mexico
2014.09 - 2016.03
Surveillance Officer
The Downs of Albuquerque
2013.08 - 2014.09
Lead Transportation Security Officer
Transportation Security Administration
2006.04 - 2013.07
Intermittently -
Central New Mexico Community College
EMT - B - EMS
UNM
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