Victor Falah Espinal
MAS
Bronx,NY
5
years of professional experience
Results-driven operations and customer service professional with proven experience leading teams, managing high-volume service environments, and delivering exceptional client support. Skilled in call handling, scheduling, inventory, sales. Combines strong leadership with bilingual communication abilities to drive efficiency, customer satisfaction, and operational excellence.
Work History
MTA Agent
11 Months- Receive and efficiently manage high-volume inbound calls from Medicaid beneficiaries to schedule non-emergency medical transportation services for appointments and healthcare needs.
- Coordinate ride bookings, confirm details, and ensure full compliance with Medicaid transportation regulations while prioritizing timely and reliable service delivery.
- Deliver exceptional customer service by addressing client inquiries, resolving scheduling conflicts, and providing clear communication to support access to essential medical care.
- Collaborate with drivers and transportation providers to optimize routes, maintain accurate records, and minimize delays in a fast-paced call-center environment.
Experience Supervisor
3 Years 2 Months- Managed daily store operations, including inventory control, associate scheduling, and conflict resolution, while maintaining full compliance with company policies and driving a consistently profitable environment.
- Led a team of associates to consistently exceed monthly sales goals through targeted coaching, performance tracking, and motivational leadership.
- Delivered exceptional sales and customer service by providing personalized product recommendations, conducting live demonstrations, and closing high-value transactions that increased average ticket size and repeat business.
- Built lasting customer relationships through proactive service, rapid issue resolution, and follow-up, resulting in higher customer satisfaction scores and reduced complaints/returns.
- Partnered with cross-functional teams to redesign store layout, improve product visibility, and streamline the shopping flow, directly boosting foot traffic and overall transaction values.
- Assisted customers with mobile activation and appliance selection. Supported computer and gaming product sales through effective customer engagement. Demonstrated strong time management skills in a fast-paced retail environment.
- Oversaw financial transactions, including cash handling, register operations, and safe management.
- Excelled in driving sales and guiding customers in product selection.
Education
High School Diploma
Skills
Languages: Bilingual – English / Spanish
Leadership & Operations: Team Management
Inventory Control
Scheduling
Conflict Resolution
Performance Coaching
Customer Service: High-Volume Call Handling
Sales Excellence
Relationship Building
Issue Resolution
Specialized: Medicaid Transportation Coordination
Route Optimization
Cross-Functional Collaboration
Additional: Problem-Solving
Adaptability
Technical Proficiency
Process Improvement
Timeline
MTA Agent
MAS
09.2025 - CurrentRead More
Experience Supervisor
Best Buy
11.2021 - 01.2025Read More
University of the State of New York – State Education Department
High School Diploma
Read More