Michael Villalpando
Santa Ana,CA
Summary
Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
General Agents Acceptance Corporation
Laguna Hills
11.2023 - Current
- Assisted customers with inquiries, maintained accurate records of interactions, and resolved complaints promptly and professionally.
- Supervised, trained, and conducted regular team meetings with customer service staff to ensure excellent customer service delivery.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
Settlement Officer
Amity One Tax
Irvine, CA
03.2023 - 10.2023
- Researched discrepancies, issues or disputes in tax cases prior to settlement completion.
- Trained, mentored, and managed sales personnel to ensure success in their roles.
- Provided customer service support by responding promptly to inquiries from clients regarding their pending case.
- Worked closely with internal departments such as accounting, legal, operations to resolve any settlement-related queries or issues.
- Put together settlement options and development payment plans.
Cash Center Operations Supervisor
Farmers & Merchants Bank
Seal Beach
06.2018 - 02.2023
- Processed and verified high volumes of cash daily while ensuring all cash drawers are balanced without inaccuracies.
- Interacted with high end clientele to provide direct support for their cash/business related needs to ensure client satisfaction.
- Managed team of 15 employees, ensuring high productivity and quality standards were met.
- Recruited, hired, trained, evaluated, and terminated staff as necessary.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
Education
High School Diploma -
La Quinta High School
La Quinta, CA06-2014
Skills
- Workflow Management
- Issue Resolution
- Customer Service
- Training and Mentoring
- MS Office and Adobe
- Customer Relations
- Proficient in AS400
Timeline
Customer Service Supervisor
General Agents Acceptance Corporation
11.2023 - Current
Settlement Officer
Amity One Tax
03.2023 - 10.2023
Cash Center Operations Supervisor
Farmers & Merchants Bank
06.2018 - 02.2023
High School Diploma -
La Quinta High School
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