Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Michael Fiuza

Michael Fiuza

Miami,FL

Summary

Experienced and compassionate professional with a strong background in world-class customer service. Proven ability to thrive in fast-paced and high-pressure environments while maintaining a calm and empathetic attitude. Currently, a legal assistant demonstrating exceptional communication and organizational abilities. Now seeking to bring a high level of dedication to the healthcare industry, and dedicated to enhancing patient and staff experiences through unwavering support and commitment.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Attorney Assistant

Jose A. Yanez, P.A.
Coral Gables, USA
11.2023 - Current
  • Manage attorney calendars, scheduling appointments, conference calls, court dates, meetings with clients, and other legal counsels
  • Organize and maintain physical and electronic files for easy retrieval of important documents, while preserving a comprehensive database of client information, case details, and important deadlines
  • Draft correspondences to clients, opposing counsel, and other parties involved in legal proceedings
  • Perform administrative tasks such as answering phone calls promptly, and serving as a point of contact for clients seeking updates on their cases' progress or requesting additional information, while sustaining professionalism
  • Conduct initial client intake interviews to gather relevant information for attorneys' review

Customer Care Professional

American Express
Miami, USA
11.2013 - 10.2023
  • Manage a high volume of incoming calls, make every call personable and memorable, while providing world-class, exceptional service
  • Participate in regular training sessions to stay updated on product knowledge, as well as new policies and procedures implemented by American Express
  • Recognized as a top performer within the Customer Care Department based on surpassing monthly performance metrics, such as call quality scores, and average call handling time (CHT) targets
  • Mentor, coach, and assist new hires by providing guidance on best practices for delivering excellent customer service, while adhering to American Express's policies, products, and procedures
  • Address escalated customer complaints with professionalism and efficiency under pressure

Senior Loan Officer

Space Coast Credit Union
Miami, USA
11.2004 - 11.2013
  • Traveled as an ambassador in 2009 to Jacksonville, FL, when Eastern Financial Florida Credit Union merged with Space Coast Credit Union to support and train existing employees to new policies and procedures
  • Identify opportunities for cross-selling additional banking products, such as home equity lines of credit, and personal loans, resulting in an increase in overall branch revenue
  • Provide guidance and support to junior loan officers in structuring complex loan transactions, such as investment properties and self-employed borrowers

Education

Associate's degree - Psychology

Miami Dade College
Miami, FL
12.2010

High School Diploma -

Miami Coral Park Senior High
Miami, FL
06-2001

Skills

  • Personal Injury Law
  • Senior Loan Officer
  • Innate caring skills
  • Office administration
  • Microsoft Outlook
  • Customer service and support
  • Bilingual
  • Organizational abilities
  • Troubleshooting complex problems
  • Keen learner
  • Exceptional telephone etiquette
  • Interviewing clients
  • Staff coach and trainer

Certification

Driver's License

Timeline

Attorney Assistant

Jose A. Yanez, P.A.
11.2023 - Current

Customer Care Professional

American Express
11.2013 - 10.2023

Senior Loan Officer

Space Coast Credit Union
11.2004 - 11.2013

Associate's degree - Psychology

Miami Dade College

High School Diploma -

Miami Coral Park Senior High

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