Javier Espino

Dynamic, fully bilingual (English/Spanish) Customer Service and Operations Professional with over 7 years of experience in fast-paced environments, including high-end retail, logistics coordination, and sales. Proven track record of managing reservations, resolving complex customer inquiries, and executing smooth operational deliveries. Highly organized and proactive, with a strong focus on delivering outstanding customer experiences and identifying sales opportunities.

Possesses a valid driver's license, a solution-oriented mindset, and the flexibility to work varying schedules (including weekends) to ensure seamless branch operations and customer satisfaction.

Customer Care Associate (Logistics & Service) at Crate & Barrel (via SSG Inc) (2024-09 – 2026-01)

• Assisted customers over the phone and digital channels, managing complex reservations, modifications, and delivery agreements.
• Coordinated delivery logistics and vehicle dispatching for premium goods, ensuring high standards of care and accuracy.
• Promoted additional services and handled customer inquiries, requests, and post-service issue resolution with empathy and professionalism.
• Conducted detailed documentation and contract preparation, ensuring compliance with operational procedures.

Customer Service Specialist & Order Coordinator at Order Inn (2024-02 – 2024-08)

• Managed high-volume reservations and service deliveries between luxury hotels and contracted partners, mirroring hospitality and tourism operational demands.
• Handled fast-paced customer inquiries, requiring exceptional multitasking and a solution-oriented mindset.
• Developed strong relationships with local business partners to ensure smooth, timely execution of service agreements.

B2B Specialist at Grainger Panama Services (2023-05 – 2023-09)

• Managed corporate account portfolios, handling service contracts and resolving discrepancies in a professional manner.
• Conducted outbound communications to secure commitments, demonstrating strong interpersonal and negotiation skills.
• Maintained highly accurate documentation and updated CRM systems to track service progress and billing.

Team Supervisor / Agent at Backcountry (via SSG Inc) (2022-09 – 2023-05)

• Supervised daily branch-level operations for a team of 15 agents, supporting basic scheduling and management activities.
• Maintained high customer service standards, handling escalated requests and providing immediate solutions.
• Worked flexible schedules to ensure complete operational coverage during peak volumes and weekends.

Customer Support & Mentor at Best Buy Project (via Foundever) (2019 – 2022)

• Educated customers on services and policies, ensuring clear communication and satisfaction.
• Prepared new hires on system navigation, contract documentation, and best practices for customer engagement.

Bilingual Agent at Cox Project (via Foundever) (2018 – 2019)

• Handled high-volume inbound inquiries regarding services, reservations, and billing, updating records accurately.

Cybersecurity Engineering in Cybersecurity Engineering – Universidad del Istmo (2025-01)

Industrial Mechanical Engineering in Industrial Mechanical Engineering – Universidad Tecnologica de Panama (UTP) (2016-01)

Bachelor of Science with an Emphasis in Merchant Marine in Merchant Marine – Instituto Internacional del Pacifico (2015-01 – 2016-01)