MICHAEL J. PABON
Miami
Summary
Customer Success and Account Management professional with 5+ years of experience managing investor and client relationships tied to a $59M–$118M portfolio. Skilled in contracts, operational systems, and cross-team coordination that support retention, growth, and executive visibility. Proactive problem solver known for improving processes, follow-up, and stakeholder communication.
Overview
13
13
years of professional experience
Work History
Investor Relations / Project Manager
Black Diamond Claims Solutions / Omnio Home
Sunriser
06.2023 - Current
- Managed investor relations and contract administration for a portfolio of 118 investors, representing $59M–$118M in capital, ensuring accurate documentation, communication, and executive visibility.
- Assumed key COO operational functions, ensuring continuity across billing, vendor management, budgeting, and cross-department coordination.
- Managed the sales team to keep the pipeline, follow-ups, and account priorities aligned with retention and growth objectives.
- Rebuilt a three-year backlog of investor contracts into a centralized, organized system, improving executive access and compliance.
- Managed Amerant Arena suite program as a relationship-building initiative for clients and stakeholders
Assistant Manager/Estimator
Superior Claims Services
Miami
04.2020 - Current
- Strengthen cross-functional team relationship and communication by optimizing databases;
- Reorganized the company's filing system to assess large influx of customers during Hurricane Irma, Ida and Ian, which led to profit increase;
- Maintained clear flow of information on accountancy level with the owner
- Managed project communication and client relations on behalf of the company to ensure client satisfaction
- Sketched, wrote and reviewed estimates to ensure projects accuracy based on replacement costs.
Project Manager
Influencer Marketing Factory
Miami
12.2018 - 03.2020
- Managed Client's relations throughout the duration of marketing campaign, which reduced contingencies by improving cross-functional collaboration and mutual long-term growth;
- Defined and implemented marketing strategy for specific clients, which improved product engagement and discoverability;
- Successfully negotiated contracts with leads on behalf of top client which led to a total saving of 48.8% of the budget from the campaign; savings were reinvested on future campaigns.
Intake Claims Rep II
Assurant Specialty Property
Miami
11.2014 - 06.2017
- Defined and created a new claims process in collaboration with Upper Management which led to saving over $1 mil. to the company; thereafter traveled to Atlanta, GA to train employees on the new process;
- Created cohesion between the teams and trainees which resulted in an overall positive working environment;
- Supported management on handling auto and liability claims on a specialized system.
Customer Service Rep
Assurant Specialty Property
Miami
04.2013 - 11.2014
- Managed a high-volume workload within a deadline-driven environment, resolving an average of 95 calls daily;
- Contributed to excellent customer service skills by delivering detailed information to customers, communicating efficiently and effectively with both customers and adjusters.
- Applied organizational skills by recording details of inquiries and complaints, which improved conflict resolutions.
Education
Bachelor of Business Administration -
Florida International University
Miami, FL04.2017
A.A. - Accounting
Miami Dade College
Miami, FL12.2012
Skills
- Microsoft office
- Salesforce
- Customer Relationship Management (CRM)
- Stakeholder & Executive Communication
- Process Improvement & Workflow Optimization
- Communication
- Problem Solving
- Marketing Strategy
- Team Work
- SQL
Additional Information
Attention to Details, Data Driven, Dedicated, 100% Customer Centric, Goal Oriented, Committed, Adaptable
Awards
- SPS Award, Commended by management for initiative, enthusiasm, and intense customer focus and awarded the SPS award 5 months in a row for dependability., Assurant Specialty Property
- President's Award, Commended by management on overall performance throughout department for 2014., Assurant Specialty Property
Social Networks - Linkedin
linkedin.com/in/michael-pabon
Websites
Languages
English
Full Professional
Spanish
Limited
Timeline
Investor Relations / Project Manager
Black Diamond Claims Solutions / Omnio Home
06.2023 - Current
Assistant Manager/Estimator
Superior Claims Services
04.2020 - Current
Project Manager
Influencer Marketing Factory
12.2018 - 03.2020
Intake Claims Rep II
Assurant Specialty Property
11.2014 - 06.2017
Customer Service Rep
Assurant Specialty Property
04.2013 - 11.2014
Bachelor of Business Administration -
Florida International University
A.A. - Accounting
Miami Dade College