Michelle Espinosa
Harlingen,TX
Summary
Experienced professional with a focus on customer retention, sales, and team leadership. Skilled in case management, diffusing situations, and conflict resolution. Bilingual in Spanish with strong communication and interpersonal abilities.
Overview
22
22
years of professional experience
Work History
Work Study Student
Texas State Technical College
08.2023 - Current
- Contributed to a positive work environment by maintaining strong relationships with peers, supervisors, and students.
- Interacted respectfully with others to offer ideas, identify issues, and provide assistance.
- Collaborated with staff members to guarantee students received best possible customer service.
- Collaborated with team members on various tasks, demonstrating adaptability and flexibility in different work situations.
- Greeted incoming office visitors, answered questions, and directed individuals to office locations.
Retention Agent
Charter Communications (Spectrum)
05.2022 - 01.2023
- Proactive in maximizing customer retention through upselling core products
- Strategic in executing retention strategies to maintain a balance between customer satisfaction and revenue
- Goal-oriented with a track record of consistently meeting or exceeding retention targets
- Responsive and efficient in handling inbound retention calls, resolving billing inquiries, pricing concerns, and service complaints
- Detail-oriented with expertise in mastering order processing within billing systems to ensure accurate account management
- Knowledgeable about competitors' offerings, enabling effective side-by-side comparisons to enhance customer retention.
Manager
Willard LLC & D&SW LLC
04.2017 - 10.2021
- Implemented operational systems for excellence and legal compliance
- Supervised and trained staff for professional service and customer satisfaction
- Managed holiday events, weekly specials, and inventory purchasing
- Provided case management and conflict resolution support.
Admissions Representative
CyberTex Institute of Technology
11.2018 - 11.2019
- Enrolled students for Medical Assistant classes
- Built rapport with prospective students and community members
- Provided updates on enrollment progress to school director
- Managed cases and diffused situations during the enrollment process.
Account Manager-Prepaid
Sprint Corporation
06.2014 - 10.2017
- Met monthly sales quotas, maintained partner relationships, and provided training and support to local and national accounts
- Communicated product changes, resolved customer issues, and managed cases and conflicts
- Motivated sales team to sell Sprint product line and managed relationships with Authorized Representatives
- Achieved sales quota goals, oversaw retail store operations, and provided case management and conflict resolution support.
Territory Sales/MDU Concierge
Time Warner Cable
10.2012 - 06.2014
- Achieved sales goals and established relationships with property managers
- Handled post-installation follow-up and resolved customer service issues
- Reported daily sales activities and customer interactions
- Provided case management and conflict resolution support.
Account Manager
Sprint Corporation
05.2002 - 03.2012
- Met monthly sales quotas, maintained partner relationships, and provided training and support to local and national accounts
- Communicated product changes, resolved customer issues, and managed cases and conflicts
- Motivated sales team to sell Sprint product line and managed relationships with Authorized Representatives
- Achieved sales quota goals, oversaw retail store operations, and provided case management and conflict resolution support.
Education
Associate Degree - Surgical Technology
TSTC
Harlingen, TX12.2025
Skills
- Bilingual-Spanish
- Strong presentation skills
- Proficient in Microsoft Office
- Excellent interpersonal and relationship-building abilities
- Salesforce
- Comfortable in conflict management
- Creative solutions
- De-Escalation Techniques
Timeline
Work Study Student
Texas State Technical College
08.2023 - Current
Retention Agent
Charter Communications (Spectrum)
05.2022 - 01.2023
Admissions Representative
CyberTex Institute of Technology
11.2018 - 11.2019
Manager
Willard LLC & D&SW LLC
04.2017 - 10.2021
Account Manager-Prepaid
Sprint Corporation
06.2014 - 10.2017
Territory Sales/MDU Concierge
Time Warner Cable
10.2012 - 06.2014
Account Manager
Sprint Corporation
05.2002 - 03.2012
Associate Degree - Surgical Technology
TSTC