Angel Yussef Solis  
76060, Queretaro Mexico | +1 916-741-9980  
Angel.Y.Solis@gmail.com  
Dynamic customer success, sales, and analytical professional with over 10 years of proven  
excellence in driving quality performance across diverse roles. Expertise in mentoring teams  
to achieve exceptional service levels while fostering a positive work environment through  
effective communication and constructive feedback. Adept at resolving customer  
dissatisfaction and prioritizing competing demands to consistently deliver outstanding  
results. Well-versed in navigating various government agencies and their associated laws and  
regulations, ensuring compliance and facilitating smooth operations.  
Websites, Portfolios, Profiles  
https://www.linkedin.com/in/tlaiye/  
Skills  
Sales leadership  
Proficient in Microsoft Office and  
government software  
Expertise in agency program frameworks  
Talent acquisition and personnel  
management  
Flexible with travel and relocation  
Managing mortgage loan adjustments  
Efficient at acquiring new skills  
Financial reconciliation  
Customer engagement  
Case management expertise  
Stakeholder relationship building  
Compliance oversight  
Problem-solving strategist  
Travel industry expertise  
Project oversight  
Understanding of health plan regulations  
Dual citizenship: USA and Mexico  
Organizational growth strategies  
Efficient documentation management  
Accounts receivable management  
Collaborative team development  
Work history  
November 2025 -  
Current  
CFO and Sales Manager  
Newcastle Roofing Inc, Remote  
Directed budget development, creation of budgetary controls and  
recordkeeping systems and investment management.  
Conducted detailed analysis of company financial information and oversaw  
preparation of related reports.  
Oversaw budgets, payroll, and accounts payable and receivable.  
Prepared accurate financial statements at end of quarter to summarize  
financial health and business performance.  
Facilitated successful negotiations, constructing complex financial rate  
structures and drafting contract language.  
Prepared product proposals, contract terms and conditions and document  
modifications.  
Obtained building and specialty permits from local jurisdictional agencies.  
Kept sites compliant with OSHA, state, and local regulations to prevent  
unnecessary risks.  
December 2021 -  
November 2025  
Staff Services Manager  
State of California DHCS, Sacramento, Ca  
Facilitated successful negotiations, constructing complex financial rate  
structures and drafting contract language.  
Managed assigned contracts throughout lifecycle, identifying need for and  
implementing amendments, renewals, terminations and other necessary  
contractual actions.  
Prepared product proposals, contract terms and conditions and document  
modifications.  
Liaised with different departments to coordinate information and data  
gathering for contract development.  
Excellent communication skills, both verbal and written.  
Recommended process improvements to continually identify, analyze, and  
fix constraints and challenges.  
Reviewed existing policies and procedures to make recommendations for  
enhancing work productivity, recruitment, hiring processes, and talent  
management.  
Created reports, presentations and other materials for executive staff.  
Identified opportunities to streamline processes and improve office  
operations and efficiency.  
Coordinated office events, seminars and meetings for staff and clients.  
April 2020 - December  
2021  
Staff Services Manager  
State of California DHCS, Sacramento, Ca  
Synthesized current business intelligence data to produce reports and  
polished presentations, highlighting findings, and recommending changes.  
Documented business processes and analyzed procedures to align with  
changing business needs.  
Implemented quality control initiatives to reduce downtime and increase  
revenue.  
Implemented process improvements to automate office operations.  
Cultivated strong relationships with vendors and partners supporting  
administrative operations.  
Created reports, presentations and other materials for executive staff.  
Hired, managed, developed and trained staff, established and monitored  
goals, conducted performance reviews and administered salaries for staff.  
Oversaw a total of 5 Medi-Cal contract and ensured they were compliant  
with applicable State and Federal regulations  
Oversaw a Team of 6 analysts and ensured they were meeting regularly  
with their assigned Medi-Cal plans and correctly reporting compliance  
issues  
July 2018 - December  
2019  
Customer Success Manager  
Mozio Inc, Guadalajara, Jalisco, Mexico  
Answered calls which ranged from 10 to 50 per day.  
Answered chats and emails which ranged from 10 chats and 30 emails to  
20 chats and 60 emails per day.  
Improved processes related to internal business and external business.  
Suggested improvements to website and applications which lowered  
customer contacts and raised customer satisfaction by about 15%.  
Hired translators for translation of the website and other documents.  
Assisted with translation of documents, website, and application from  
English into Spanish.  
Hired employees for different units of the company and ensuring low  
turnover.  
Managed group of 11 employees and ensuring they met KPI goals and  
adhered to company policies.  
Conducted Quality Assurance of work and also improvement of processes  
related to Quality Assurance.  
Analyzed marketing data, including market trends, competitor performance  
and product strengths.  
Reviewed all customer inquiries to understand project scope while  
managing internal disciplines to compliantly respond.  
Recommended changes, improvements or deletions in products according  
to customer feedback.  
Directed personnel training and mentored team members to promote  
productivity, accuracy and commitment to friendly service.  
Boosted customer satisfaction by working with QA and Executive teams to  
address and resolve concerns.  
November 2017 - July  
2018  
Part Owner/ Self Employed  
Electronics Wholesale And Repair, San Diego, CA  
Transported electronics from warehouses in San Diego and Los Angeles  
California into Ensenada Mexico.  
Ensured company was in compliance with US Customs and Mexican  
Customs for the importation of televisions and cellular phones for sale and  
use within Mexico and occasionally the United States of America.  
Transported televisions and cellular phones throughout Baja California and  
many other parts of Mexico.  
Performed sales and reparation of televisions and cellular phones to clients  
throughout Baja California Mexico which included sales at the office  
location or while traveling.  
Collected debt owed for purchases of televisions and cellular phones at the  
office location or traveling to the location of the customer for convenience.  
Monitored customer buying trends, market conditions and competitor  
actions to adjust strategies and achieve sales goals.  
Improved sales processes to streamline customer acquisition and  
onboarding strategies.  
Handled all customer relations issues pleasantly, enabling quick resolution  
and client satisfaction.  
Suggested sales improvement which increased sales up to 30% overall  
Changed the way debt was collected on accounts to increase payment on  
accounts. Personally visited the account holders where ever convenient in  
order to collect debt or work out arrangements  
March 2016 -  
November 2017  
SSA/AGPA  
California Department Of Managed Health Care(DMHC), Sacramento,  
CA  
Reviewed and resolved health care complaint cases from all Knox Keene  
Act regulated health, vision, and dental plans such as Kaiser, Health Net,  
Blue Shield, Blue Cross, Cigna, Oscar, Delta Dental/Care, VSP, Aetna,  
United Health Care, Sharp, Western Health Advantage, etc.  
Reviewed each case to ensure the health plan was in compliance with both  
State and Federal regulations.  
If the plan was out of compliance, the plan would be notified to correct the  
issue and the file would be sent to enforcement for possible further action.  
Reviewed cases from involving situations as simple as terminating a  
consumer's health plan to more complex issues such as assisting parents  
with obtaining Applied Behavioral Analysis therapy for their autistic child or  
assisting patients with cancer get the care they need.  
Worked directly with patients, doctors, nurses, health plan agents, other  
State and Federal agencies, and hospitals/facilities.  
Adhered to strict requirements of closing cases under 30 days while  
working on average of 132 cases per month.  
Required to work overtime during the week and occasionally work  
Saturdays in order to ensure cases did not pass the 30-day deadline  
June 2015 - March  
2016  
Program Technician II  
California Department Of Manage Healthcare (DMHC), Sacramento, CA  
Worked in a call center environment taking an average of 30 calls per day.  
Assisted callers with general questions pertaining to the Knox Keene Act,  
Medi-Cal, Covered California, and their Health Plan.  
Coordinated with other agents, departments, and agencies to ensure the  
consumer was able to get their issue resolved.  
Performed quick resolutions which meant resolving the issues directly with  
the health plans if the patient has been unable to.  
Utilized interpreters to assist callers in all languages.  
Assisted Spanish speaking callers without an interpreter.  
Assisted in the training of new employees by showing them how our  
systems worked and the procedures for assisting patients.  
Represented and interpreted agency's functions and services to other  
institutions, public, government agencies and other organizations.  
Educated clients and families about rights and responsibilities.  
April 2013 - June 2015  
Tax Technician I/II  
California State Board Of Equalization (BOE), Sacramento, CA  
Assisting taxpayers on the phone to update their information, answer tax  
law questions, answer questions pertaining to their account(s).  
Performed account maintenance on accounts and processed closeouts.  
Assist taxpayers with E-filing Sales and Use tax accounts or filling out the  
paper form (BOE 401e, BOE 401ez, BOE 501tt, and BOE 501er).  
Assist taxpayers through the Electronic Registration process.  
Worked in a call center environment adhering to strict guidelines,  
attendance, and call monitors.  
Assisted 40 taxpayers per day on average and during peak assisted over  
70 speaking both English and Spanish.  
Processed returned mail by contacting the taxpayer and obtaining current  
information and updating their account.  
Assisted in training of new employees by monitoring their calls and having  
them sit in and monitor my calls.  
April 2012 - April 2013  
Tax Technician I  
California State Board Of Equalization (BOE), Salinas, CA  
Assisting taxpayers on the phone to update their information, answer tax  
law questions, answer questions pertaining to their account(s).  
Performed account maintenance on accounts and processed closeouts.  
Handled accounts that required security deposits and instructed taxpayers  
on payment methods and why they had to pay.  
Handle over 100 Del Cat 3 accounts in ACMS and occasionally assist  
BTR's with Del Cat 1 accounts to prevent them from evoking.  
Assist taxpayers with Efiling Sales and Use tax accounts or filling out the  
paper form (BOE 401e, BOE 401ez, BOE 501tt, and BOE 501er).  
Assist taxpayers through the Electronic Registration process.  
Process incoming and outgoing mail.  
Supply Order.  
Made sure the office remained stocked up on necessary supplies such as  
pens, paper, notebooks, binders, printer ink, publications, and desk  
supplies.  
Worked in a call center environment adhering to strict guidelines and  
attendance.  
Assisted 50 taxpayers per day on average and during peak assisted over  
70 speaking both English and Spanish and in person or on the phone.  
August 2010 - January  
2012  
Customer Success/Sales Manager  
Newcastle Roofing, Newcastle, CA  
Handled anywhere from 40 to 80 sales and customer service calls per day.  
Called possible leads to negotiate roofing jobs and find the best possible  
deals for our client, providing them with high quality work for an affordable  
price in this competitive market.  
Used people skills to create leads for the company while on the road or out  
with family and friends.  
Responsible for making sure all employees times were accounted for and  
for sending time sheets to payroll for processing.  
Traveled with Foreman to jobsites to assist with bidding and check up on  
the quality of the companies work.  
Followed up with clients regarding payments due and handled payments  
ranging from $1,000 to $100,000+ loan resolution specialist homeq  
servicing, north highlands ca.  
Developed value-added solutions and approaches by leveraging trends in  
customer marketplaces and industries.  
Reduced expenses by effectively negotiating contractor prices, terms and  
service agreements.  
Developed strategic relationships with key suppliers and clients to foster  
profitable business initiatives.  
March 2009 - July  
2010  
Loan Resolution Specialist  
Homeq Servicing, North Highlands, CA  
Educated customers of escrow, payment changes pertaining to escrow  
and/or ARM, property taxes, homeowners insurance, ARM changes, fees,  
and much more.  
Educated customers on Lender placed insurance fees and coverage.  
Reviewed escrow information in system and gave customers a breakdown  
of different charges applied to account and sent out a breakdown of escrow  
information to our customer.  
If customers were delinquent on taxes or home insurance gave customers  
call advising of delinquency and educating customer of possible payment  
rising should we need to force pay delinquent taxes or force lender placed  
insurance to prevent a tax lien or foreclosure from homeowners  
associations.  
Determined whether we should go ahead and place taxes and insurance  
with payment.  
Helped find solutions for mortgages that were 1 month to 12+ months  
delinquent.  
Solutions include modifying the customers interest rate, placing the  
customer on an affordable repayment plan, guiding our customers through  
Short Sale, guiding our customers through Deed in lieu of Foreclosure, and  
any other pre foreclosure solutions the company has/had/ or will have to  
offer as long as the solution did not set our customers up for failure.  
Handled mortgages that qualified for HAMP (Home Affordable Modification  
Program).  
Educated our customers of the program and walked them through the  
process so our customers would not be lost and to ensure an uninterrupted  
modification process.  
Handled mortgages from many investors such as Arch Bay, Protium  
Grantors Trust, Cerberus, Bank of America, Wells Fargo, Barclays, and  
many more.  
Handled mortgages with balances of $1 to $5,000,000 +.  
Also, with permission from our customers, obtained bank account  
information from our customers to submit electronic transfers in amounts up  
to $20,000 +.  
Customers were advised of amounts and draft dates prior to submission in  
accordance with FDCPA guidelines.  
Managed a portfolio of 200 + mortgages of different investors and loan  
amounts.  
Modified up to 20 loans or more per month.  
Handled over 60 calls per day.  
Explained different types of loans pertaining to client situations.  
Fielded customer complaints and provided solutions.  
Planned and dealt with payment schedules.  
Education  
Expected in December  
2028  
BBA in Computer And Information Sciences  
Arizona State University at Arizona  
Currently Enrolled  
October 2007  
GED  
Roseville Adult School at Roseville, CA  
Languages  
Can speak, read, and write in both English and  
Spanish  
Websites, Portfolios, Profiles  
https://www.linkedin.com/in/tlaiye/