Luis Enriquez
Tucson
Summary
Proficient in project management with a focus on process improvement and team motivation. Achieved significant performance enhancements by analyzing data and implementing targeted training. Prepared to leverage expertise to drive organizational success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager Home Solutions
Rushmore Loan Servicing Powered by Rocket
Tucson
05.2022 - Current
- Coordinated training sessions to enhance team skills and knowledge sharing.
- Implemented process improvements to streamline tasks and reduce delays.
- Motivated team members to consistently achieve or exceed performance expectations.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
Customer Service Supervisor
Bayview Asset Management
Tucson
10.2017 - 05.2022
- Managed staff, including hiring, training and scheduling employees.
- Facilitated workshops to enhance employee skills and knowledge retention.
- Created and implemented enhanced recruiting and hiring process to reduce negative attrition
- Monitored team performance metrics to identify areas for improvement.
- Facilitated regular team meetings to discuss challenges and share best practices.
- Analyzed system performance data from various sources including logs and reports, to identify areas of improvement in existing applications or processes.
Escalation Specialist
Bayview Asset Management
Tucson
04.2017 - 10.2017
- Analyzed customer feedback to identify recurring service challenges.
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
- Researched, analyzed, and resolved complex customer inquiries.
Customer Service Agent
Bayview Asset Management
Tucson
11.2016 - 04.2017
- Assisted clients with inquiries and resolved issues promptly.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Managed high-volume of inbound and outbound customer calls.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Bachelor of Arts - Political Science And Government
University of Arizona
Tucson, AZ05-2025
Skills
- Team leadership
- Project management
- Employee training
- Customer service
- Team building
- Conflict resolution
- Data analysis
- SQL querying
- Power BI expertise
- Computer skills
- LSAMS/MSP Software Proficiency
- Advanced Spanish Proficiency
Languages
Spanish
Native/ Bilingual
Certification
Finance and Accounting Principles- eCornell
Timeline
Manager Home Solutions
Rushmore Loan Servicing Powered by Rocket
05.2022 - Current
Customer Service Supervisor
Bayview Asset Management
10.2017 - 05.2022
Escalation Specialist
Bayview Asset Management
04.2017 - 10.2017
Customer Service Agent
Bayview Asset Management
11.2016 - 04.2017
Bachelor of Arts - Political Science And Government
University of Arizona