Michael Eguia
San Antonio,TX
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Platinum Specialist
JPMorgan Chase
11.2024 - Current
- Followed all company policies and procedures to deliver quality work.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Gathered, organized and input information into digital database.
Business Support Specialist
JPMorgan Chase
04.2024 - 10.2024
- Delivered high-quality customer service, resolving issues promptly and professionally.
- Provided expert support and troubleshooting via telephone and web chat services.
- Handled sensitive information with discretion, maintaining confidentiality at all times as a trusted Business Support Specialist.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved accounting, service and delivery concerns.
- Thorough knowledge of Business Online Banking, RDC, Wire Transfer, and other more complex business customer solutions.
Customer Service Representative Tier 2
E-Bay
04.2022 - 11.2023
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handle inquiries related to completed purchases from the website or through mobile devices
- Assisted with account recovery processes
- Reported trends for potential fraudulent claims to managers
- Documented interactions for record tracking purposes
- Assisted through technical troubleshooting processes to determine platform or device issues with provided solutions
- Provided support and guidance with increasing sales opportunities for clients
Customer Support Specialist II
TaskUs
05.2018 - 03.2022
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Verified issues with Advertising performance and provided resolutions for positive customer experiences
- Handled concurrent chats and newly assigned email inquiries for support during times of high volume while utilizing multiple resources to resolve Advertising inquiries
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Entrusted to assist with high value clients as a higher tier level of support
- Investigated payment inquiries and issues for proper resolution and adjustment
AppleCare Advisor
Volt/VMC
06.2017 - 03.2018
- Configured hardware, devices, and software to set up work stations for employees.
- Analyzed trends to document emerging issues.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Utilized multiple resources at once to resolve issues in a timely manner on multiple devices and operating systems
- Provide resources and articles for consumer education purposes
- Communicated reported trends through management to improve consumer relations and retention
- Provided and scheduled service options for hardware repairs when needed
- Assisted with login issues and password resets
- Collaborated with multiple departments to assure proper procedures are being taken to resolve consumer issues
Loan Origination Specialist
Qualfon
12.2015 - 06.2017
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- C-5 Security clearance
- Collaborate with management on strategies to analyze/improve service level production as well as performance
- Responsible for processing and monitoring loan applications in compliance with school and government policies
- Helping borrowers to meet loan servicer guidelines and demonstrate lending strategies
- Assessing borrower's needs by collecting data, verifying documents and ensuring the completion of applications
- Responsible for reviewing completion of applications on file, and assisting clients with setting up payment and complying with state and federal regulations
Customer Service Representative
Sears Holdings
10.2013 - 03.2015
- Often entrusted as a Team Lead during management meetings
- Assistant Team leads with new hire employees
- Handled high call volumes pertaining to members concerns on appliances and warranties
- Provided exemplary customer service to obtain member retention
- Provided troubleshooting techniques to resolve member's issues on home appliances
- Offered extended warranties and scheduled technician services
- Updated member information to keep accurate communication with members
- Continuously met company metric goals and earned recognition and awards for superb quality on a month to month basis
Customer Service Advocate
United Healthcare
02.2013 - 10.2013
- Handled member's concerns pertaining to health insurance benefits
- Updated member information for accurate benefits to be applied
- Issued insurance cards when lost or damaged
- Communicated with other health services to ensure health benefits were active and approved
- Made follow up commitments to ensure customer satisfaction has been obtained
- Handled billing issues ensuring payments were applied to insurance benefits
Customer Service Rep Tier II
Coventry Health Services
06.2012 - 01.2013
- Provided insurance information on Medicare Part D coverage
- Provided quotes for different drug coverage plans throughout different regions
- Enrolled members in new drug coverage's during open enrollments
- Issued out insurance cards when lost, stolen, or damaged
- Updated member information and provided any updates on coverage benefits for new regions
- Located pharmacies that accepted members drug coverage plan
- Handled billing inquiries and resolved warranty issues to ensure coverage was active
Customer Solutions/ Fraud Prevention
ACS/ Xerox
04.2011 - 06.2012
- Reviewed and analyzed daily reports on suspicious activity, utilizing critical thinking skills to identify patterns and prioritize investigations accordingly.
- Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
- Collaborated with cross-functional teams to develop and implement comprehensive fraud prevention strategies, resulting in a more secure financial environment for customers.
- Provided detailed information for child support, social security, disability and unemployment services
- Handled all transactions made and payments received
- Reviewed and disputed charges that members deemed as fraud purchases
- Advised when benefits would be received and amounts to be received
Education
High School Diploma -
John Paul Stevens High School
San Antonio, TX01.2008
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Technical communication
- Technical troubleshooting
- Coaching and mentoring
- Problem-solving
- Written communication
- Call center experience
- Computer proficiency
- Excellent verbal and written communication
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Platinum Specialist
JPMorgan Chase
11.2024 - Current
Business Support Specialist
JPMorgan Chase
04.2024 - 10.2024
Customer Service Representative Tier 2
E-Bay
04.2022 - 11.2023
Customer Support Specialist II
TaskUs
05.2018 - 03.2022
AppleCare Advisor
Volt/VMC
06.2017 - 03.2018
Loan Origination Specialist
Qualfon
12.2015 - 06.2017
Customer Service Representative
Sears Holdings
10.2013 - 03.2015
Customer Service Advocate
United Healthcare
02.2013 - 10.2013
Customer Service Rep Tier II
Coventry Health Services
06.2012 - 01.2013
Customer Solutions/ Fraud Prevention
ACS/ Xerox
04.2011 - 06.2012
High School Diploma -
John Paul Stevens High School
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