Open to opportunities

Ricardo Omar Espinosa Bonilla

@ricardoomarespinosab

I improve customer retention, service operations, and sales through multilingual CX leadership, CRM tools, and strategic process change.

Ecuador

Message

What I'm looking for

I'm looking for opportunities to lead customer experience, retention, service, sales, or operational improvement initiatives, using CRM and AI tools, multilingual communication, KPI analysis, and change management to strengthen customer loyalty and business growth.

I've led customer service, retention, and training operations at Seis Bank, managing high-volume calls, chat, and email in English and Spanish. I used CSAT and NPS insights, escalation management, and loyalty strategies to reduce churn.

I integrate Zendesk, Intercom, Talkdesk, and AI tools to improve workflows and support onboarding for clients and team members. I currently handle inbound customer interactions and issue resolution for Village Capital and ACC Mortgage Company.

As an insurance producer and commercial relations manager, I coordinated B2B and B2C brokerage, from prospecting and risk assessment through after-sales support and complex claims. I designed commercial strategies around sales targets and operational efficiency.

I've also led international relations, institutional communications, cultural-change initiatives, and process improvement in Ecuadorian public-sector organizations. My work spans multilingual communication, digital marketing, quality management, and cross-cultural stakeholder relationships.

Experience

Work history, roles, and key accomplishments

Current

English Call Center Agent

Current

Village Capital & ACC Mortgage Company USA

Jul 2026 - Present (2 months)

Handles customer interaction channels including inbound calls, escalations, and issue resolution. Utilizes tools such as Pop+, Newcourse, repay, max, and Discord.

Customer Service Inbound Calls Issue Resolution POP New Course Repay MAX Discord

Customer Service, Retention & Training Specialist

Seis Bank Financial Institution

Aug 2022 - Mar 2026 (3 years 7 months)

Led management of critical customer interaction channels under high-volume international standards in English and Spanish. Coordinated retention and loyalty strategies, monitored satisfaction metrics, and integrated CRM and AI tools.

Customer Service Retention Strategy CSAT NPS Zendesk Intercom TalkDesk AI Tools Training Spanish English

Insurance Producer & Commercial Relations Manager

Independent Consulting / Insurance Broker

Mar 2017 - Jul 2022 (5 years 4 months)

Coordinated strategic brokering between corporate and individual clients with major insurance carriers. Supervised the customer value chain and designed commercial strategies to meet sales targets.

Insurance B2B Sales B2C Sales Prospecting Risk Assessment Customer Service Social Media Claims Resolution

International Relations Ecuador Coordinator

CPCCS - Council of Citizen Participation and Social Control

Jan 2020 - Nov 2020 (10 months)

Served as top executive for the International Relations department, leading strategic planning with foreign delegations and global organizations. Supervised benchmarking of international best practices and articulated technical compliance reports.

International Relations Strategic Planning Benchmarking Compliance Reporting UNODC MIESIC CICC UAFE

National Director of Processes and Cultural Change Management

SECOP - ECU WORKS CONTRACTING SERVICE

Jan 2015 - Dec 2016 (1 year 11 months)

Exercised executive oversight of internal communication projects, institutional campaigns, and cultural transformation strategies. Headed the Quality Improvement Team focused on business process reengineering and optimization of organizational climate.

Change Management Internal Communications Process Reengineering Quality Improvement Budget control Financial Flows

Communication Translator & Community Manager / Interpreter

Lapland Vuollerim WY. Sweden

Jan 2010 - Dec 2011 (1 year 11 months)

Managed international PR and digital marketing strategies, coordinating outreach with journalists and bloggers across multiple countries. Provided translation and interpretation services.

Translation Interpretation PR Digital Marketing Community Management International Relations