MICHELE F ESPINOZA
Summary
Dedicated to provide extraordinary customer service in the work environment to external and internal customers. Customer focused with proved capacity to troubleshoot issues and ensure excellent customer satisfaction. Maintains high level of professionalism, integrity, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Overview
22
22
years of professional experience
Work History
Family Service Counselor
Legacy Funeral Group, LLC
01.2023 - 09.2024
- Conducted pre-need consultations with individuals seeking assistance in proactively planning their own funerals or those of loved ones to alleviate future burdens on surviving family members.
- Conducted follow-up communication with families to express condolences and offer additional assistance post-funeral, fostering lasting relationships built on trust and understanding.
- Assisted clients in selecting appropriate memorial products such as caskets, urns, and keepsakes to honor their loved ones'' memory.
- Troubleshot unforeseen issues that arose during funeral events, implementing swift solutions to maintain a respectful atmosphere without interrupting proceedings.
- Facilitated payment transactions efficiently while remaining sensitive to the emotional state of grieving clients, ensuring a seamless and respectful experience.
- Enhanced family satisfaction by providing compassionate and personalized funeral arrangement services.
- Maintained accurate records of client preferences and requests, ensuring their specific needs were met during the ceremony.
- Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
Realtor
Nationwide Realty, LLC
05.2018 - Current
- Reviewed property listings, interviewed potential clients, accompanied clients to properties and effectively communicated condition of sales.
- Followed-up escrow process, coordinated contingency removal of property inspection and maintained timely closing of escrow.
- Arranged for title searches of properties being sold and gave buyers virtual and physical tours of properties.
- Developed and maintained list of available properties suited to different needs and budgets for both commercial and industrial use.
- Assisted buyers with finding ideal homes by assessing needs, requirements and budgets.
- Communicated with clients and collected information to research cases and prepare settlement offers.
- Liaised between buyers and sellers to establish favorable prices and negotiate contract terms.
- Prepared homes for client arrivals during open house events and established signage and wayfinding aids.
- Negotiated contracts with buyers and sellers to maximize customer savings.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Advised sellers on ways to increase curb appeal and make homes more appealing to potential buyers.
- Handled day-to-day happenings of real estate office, consistently growing client bases and increasing revenue.
- Advised and informed prospective clients on current market activities/condition.
- Completed property walkthrough before completing deals, upholding accuracy in listings and appraisals.
- Performed home evaluations and developed competitive market analysis for individual homes.
- Established positive flow of communication with agents, clients, attorneys and all personnel involved in closing transactions.
- Wrote contracts to outline sales and purchases of residential properties.
- Developed new business and managed new and existing clients.
Customer Service Training Analyst
NV Energy
05.2013 - 06.2017
- Developed process improvements to enhance and effectiveness of internal development call center operations.
- Developed new customer strategies resulting increase of over 40%. Made reasonable procedure exceptions to accommodate unusual customer request.
- Maintained up-to-date records at all times.
- Developed effective relationships with all call center departments through clear communication.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Trained four new hire classes quarterly.
- Created new processes and systems for increasing customer service satisfaction.
- Created training manuals targeted at resolving even most difficult customer issues. Developed, implemented and monitored programs to maximize customer satisfaction.
- Interviewed, hired and trained new quality customer service representatives.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
Customer Contact Supervisor
NV Energy
07.2005 - 05.2013
- Developed and implemented policies, procedures and process improvement initiatives to improve and increase customer satisfaction., Effectively resolved customer complaints with active listening skills to achieve high customer satisfaction.
- Developed rapport with the customer base by handling difficult issues with professionalism.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Communicated with team members to maintain clearly defined expectations.
- Provided a high level of product and leadership support to representatives and customers.
- Addressed negative customer feedback immediately.
- Enforced Call Center policies, procedures and quality assurance measures.
- Successfully managed the activities of team members in multiple locations.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Trained staff on how to improve customer interactions.
- Properly directed inbound calls in phone queues to improve call Education and Training Activities flow.
Customer Service Representative
NV Energy
06.2002 - 07.2005
- Responsible for providing excellent customer service to external and internal customersin a call center environment.
- Handled in-bound calls for residential and commericalaccounts.
- Have complete knowledge on all polices and programs to inform and addresscustomer questions effectively and accurately to provide first contact resoultion.
- Meetand exceeded all expectations of adherence and compliance of call center goals.
Education
High School Diploma - General Studies, Business Management
Barstow High School
Barstow, CA1995
Skills
- Energetic Work Attitude
- Supervision
- Team Building
- Deadline-Oriented
- Detailed and Organizational Oriented
- Problem resolution
- Contract Negotiation
- Relationship development
- Empathetic
- Clean driving record
- Compassionate communication
- Funeral planning
- Cultural Sensitivity
- Creativity and Innovation
- Project organization
- Guest interaction
- Operational improvement
Affiliations
National Association of Realtors
VA Loan Mortgage Certified
Toastmaster International
Timeline
Family Service Counselor
Legacy Funeral Group, LLC
01.2023 - 09.2024
Realtor
Nationwide Realty, LLC
05.2018 - Current
Customer Service Training Analyst
NV Energy
05.2013 - 06.2017
Customer Contact Supervisor
NV Energy
07.2005 - 05.2013
Customer Service Representative
NV Energy
06.2002 - 07.2005
High School Diploma - General Studies, Business Management
Barstow High School
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