MATEO CORTINAS
Metanoia Graphics
San Antonio,TX
2027
years of professional experience
Inbound Service & Client Relations Specialist with extensive experience in technical support, escalation resolution, and frontline team leadership. Skilled at coordinating daily workflows, shift scheduling, and task delegation while navigating complex systems to drive high client satisfaction. Focused on leveraging strong communication skills, technical aptitude, and operational leadership to support a forward-thinking organization
Work History
Client Engagement Specialist
2 Months- Educated clients on self-service digital tools and platform features, empowering users and reducing recurring call volume.
Collaborated with internal departments and tier-two support teams to track unresolved tickets and ensure timely follow-through- Achieved multiple positive net promoter scores and client satisfaction ratings.
- Contributed to the revision of KA articles, ensuring clarity and streamlined information delivery.
Owner/Operator
- Develop comprehensive visual branding packages, including logos, event banners, and marketing flyers, for diverse clients and internal events.
- Manage end-to-end daily scheduling and accountability for a 5-person team, ensuring 100% operational coverage and alignment with team targets.
- Designed and delivered impactful promotional materials (banners, flyers, logos) that directly supported client marketing objectives and event visibility.
Web Help Team
2 Years 5 Months- Oversaw high volume of inbound calls, delivering professional and accurate client assistance for web-related inquiries.
- Facilitated client and financial advisor transactions for fund transfers related to 529 IRA and 401k accounts.
- Diagnosed systemic errors and implemented effective workarounds and visual aids.
- Delivered IT support to clients and financial advisors, ensuring seamless technology operations.
Inside Sales Representative B2B
8 Months- Served as the primary point of contact for B2B clients, managing inbound calls to provide account support and place orders.
- Cultivated and maintained strong client relationships through proactive communication and issue resolution, ensuring customer satisfaction.
- Researched billing histories and made appropriate adjustments, effectively handling and resolving financial discrepancies.
Licensed Insurance Professional
3 Months- Handled inbound calls from clients regarding Property & Casualty insurance policies, addressing inquiries and resolving issues.
- Wrote and serviced new and active insurance policies, ensuring proper coverage and adherence to company standards.
- Addressed and resolved complex billing disputes and policy-related questions, demonstrating strong problem-solving skills.
Optical Assistant
2 Years 1 Month- Consulted with members to select appropriate frames, expertly matching product features with personal style and prescribed lens requirements.
- Ensured optimal visual outcomes by meticulously customizing frame placement, including precise alignment for pupillary distance and vertex distance.
- Managed prescription entry and verification, serving as the critical link between the eye exam and the final product delivery.
Kiosk Manager
3 Years 3 Months- Orchestrated weekly staffing schedules for a 4-person team, ensuring optimal floor coverage and maximizing member service during peak hours.
- Performed daily and weekly audits of operational paperwork and financial records, consistently ensuring 100% compliance with corporate standards.
- Analyzed Key Performance Indicators (KPIs) daily/weekly to identify performance gaps and developed corrective action plans for staff improvement.
Education
High School Diploma
Skills
Customer Success & Client Relations: Inbound Issue Resolution
Escalation Management
Conflict De-escalation
Cross-Functional Collaboration
Client Retention.
Technical Proficiency: Salesforce
Billing Systems Administration
Advanced Account Research
Microsoft Office Expert
Adobe Suite.
Sales & Strategy: B2B/B2C Sales Cycles
Strategic Account Management
Needs Assessment
Solution-Oriented Problem-Solving.
Team Leadership & Operations: Direct daily staff scheduling
workflow delegation
and workload prioritization to maximize team efficiency and maintain seamless operations.
Technical Support & Escalation Resolution: Navigate complex systems to troubleshoot high-tier issues
manage escalated cases
and deliver rapid
high-quality resolutions.
Timeline
Client Engagement Specialist
Victory Capital Management
06.2026 - CurrentRead More
Web Help Team
Capital Group American Funds
04.2023 - 09.2025Read More
Inside Sales Representative B2B
Grainger
08.2022 - 04.2023Read More
Licensed Insurance Professional
USAA
05.2022 - 08.2022Read More
Optical Assistant
Costco Wholesale
08.2019 - 09.2021Read More
Kiosk Manager
Wireless Advocates
05.2016 - 08.2019Read More
John F Kennedy High School Name
High School Diploma
Read More
Owner/Operator
Metanoia Graphics
2026 - CurrentRead More