Summary
Overview
Work History
Education
Skills
Languages
Timeline

Miguel Espinosa

Cicero,IL

Summary

Dynamic professional with a proven track record at H&M Hennes & Mauritz, enhancing customer service through effective problem-solving and teamwork. Skilled in CRM systems and adept at improving business processes, I have significantly contributed to operational excellence. Known for excellent communication and being calm under pressure, I excel in high-stress environments, ensuring customer satisfaction and loyalty.

Overview

10
10
years of professional experience
1
1
Language

Work History

Back Office Employee

H&M Hennes & Mauritz
06.2023 - Current
  • Support agent queries so that they may provide a better customer service experience.
  • Support customers directly when the agent is unable to solve their query and they want to speak to someone else.
  • Create and follow up on cases through CRM system in order to provide a positive customer experience.
  • Ability to learn quickly and adapt to new situations.

Business Analyst

H&M Hennes & Mauritz
01.2018 - 06.2023
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Optimized workflow processes to enhance overall productivity and achieve operational excellence.
  • Improved business processes by analyzing current practices and recommending optimization strategies.
  • Assess and respond to live data to guarantee customer service availability.
  • Support site with basic tech queries
  • Managed the approval of leave requests in accordance with planned staffing availability.

Customer Service Representative

H&M Hennes & Mauritz
09.2014 - 01.2018
  • Handled customer inquiries and suggestions courteously and professionally via phone, email, chat and social media channels.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

No Degree -

Morton College, Cicero, IL

High School Diploma -

J Sterling Morton East High School, Cicero, IL
06.2007

Skills

  • Friendly, Positive Attitude
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Flexible and Adaptable
  • Excellent Communication
  • Computer Skills
  • Calm Under Pressure
  • Dependable and Responsible
  • Multitasking

Languages

Spanish
Native or Bilingual

Timeline

Back Office Employee - H&M Hennes & Mauritz
06.2023 - Current
Business Analyst - H&M Hennes & Mauritz
01.2018 - 06.2023
Customer Service Representative - H&M Hennes & Mauritz
09.2014 - 01.2018
Morton College - No Degree,
J Sterling Morton East High School - High School Diploma,

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Miguel Espinosa