Michael Alonzo Email & Phone Number

I lead website design, partner with vendors ensuring a smooth customer experience, and own day of event management.

I managed and encouraged widespread adoption of standard operating procedures and documentation through a knowledge base and help center. ✔️ Managed content project needs for specific products & services, and ensured content was clear and documented in the internal knowledge base.✔️ Collaborated with cross-functional partners to ensure the knowledge base was up-to-date and accurate with federal guidelines and product updates.✔️ Identified and implemented tooling to help improve process, efficiency, and adoption of internal knowledge base

I employed traditional and digital learning approaches to develop effective ways to capture and share technical knowledge through a knowledge base. ✔️ Created content for various departments in collaboration with product, processing, and support teams. ✔️ Supported an internal help desk system, processing user requests to improve client experience.✔️ Increased company-wide adoption rate by 15% over 4 months through stakeholder utilization analysis of the knowledge base.

Oakland, Ca

I designed and facilitated a standardized training program across the country, serving as a subject matter expert for content materials.✔️ Developed a scalable training plan consisting of functional skills and technical knowledge training during hyper-growth. ✔️ Implemented training with new hires to enhance the customer experience, foster employee engagement, and elevate product knowledge across the team. ✔️ Leverage data and conducted needs assessments to drive improvements to training programs.

Oakland

I prepared and verified documents for loan closings while ensuring state and federal guidelines were met. I also served as the final point of contact for all parties involved in the real estate transaction. ✔️ Managed a pipeline of 40 to 80 projects simultaneously, serving as the project manager and liaison between customers, loan officers, underwriters, and title companies. ✔️ Guided customers at various levels through the closing process, maintaining an open line of communication while providing exceptional customer service.✔️ Demonstrated extensive knowledge in the mortgage industry to resolve complex roadblocks preventing the customer from closing.

San Francisco Bay Area

I communicated with referral real estate agents and analyzed their efficiency by monitoring their close rate on referrals. ✔️ Managed online lead tracking system to monitor the status of leads and ensure all referrals were contacted. ✔️ Tracked closing pipeline using Mode Analytics to track progress on active opportunities and forecast future revenue based on historical data. ✔️ Launched a referral survey program, collecting data on customer satisfaction and using data to guide business decisions.

San Francisco Bay Area

I built strong relationships with Wix users, uncovered their needs, and guided them through their user journey. ✔️ Consulted over 125 clients weekly (25% above average) on strategies to implement SEO best practices and guidelines into their existing copy and new content. ✔️ Identified bugs on the user platform and collaborated with the engineering team via a support ticketing system. ✔️ Collected feature requests and submitted trends to the product team to impact roadmaps based on user needs.

Oakland, Ca

I built capacity through community outreach and volunteer recruitment for Reading Partners, a children's literacy non-profit. ✔️ Created a holistic communications strategy and media plan for brand awareness and volunteer recruitment to strengthen Reading Partners’ volunteer management infrastructure.✔️ Managed and coordinated partnership with Saint Mary’s College with 27 students who completed 540 volunteer hours.✔️ Developed a marketing and outreach plan that enhanced the advertising of Reading Partners programs and events via social media.