BELINA ESQUIVEL
GDIT
Alton,USA
16
years of professional experience
Dedicated individual with a solid background in high-volume office environments focused on delivering exceptional clerical and operational support for professionals. Upbeat individual with friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight. Well-versed in managing office needs and project needs.
Work History
Customer Service Representative
3 Years 2 Months- Resolved customer inquiries and complaints through effective communication and problem-solving skills.
- Utilized CRM systems to track interactions, ensuring accurate record-keeping and follow-up.
- Trained new team members on company policies, procedures, and customer service best practices.
- Implemented process improvements that enhanced response time and customer satisfaction ratings.
- Collaborated with cross-functional teams to address escalated issues and streamline service delivery.
- Analyzed customer feedback to identify trends, contributing to service enhancement initiatives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Immigration Agent
3 Years 2 Months- Gathered required immigration application documents and assisted with filing.
- Maintained up-to-date knowledge of immigration regulations and policies by attending workshops, seminars and other educational offerings.
- Coordinated accurate and timely immigration advising services for international students through in-person, email, Skype and telephone consultations.
- Conducted training sessions for staff to explain immigration rules and regulations.
- The company (GDIT) acquired the USCIS program and majority of employees were transfers with their current roles and responsibilities.
Administrative Assistant
3 Years 8 Months- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Directed customer communication to appropriate department personnel.
- Monitored attendance records by taking note of staff vacation time, sick days and personal days.
- Planned events and department activities by acquiring venues, developing guest lists and organizing catering services.
Customer Service Representative/Business Clerk
3 Years 1 Month- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Trained new employees on procedures and policies to maximize team performance.
Education
High School Diploma
GED
Skills
Bilingual Fluent native Spanish speaker
Records management systems
AR/AP
Timeline Planning and Management
Product management and pricing
Product and service knowledge
Inside and outside sales
Profession on: SRMT
STARS
PCQS
ECHO
SMI
NASS
RAILS
Timeline
Customer Service Representative
GDIT
06.2023 - CurrentRead More
Customer Service Immigration Agent
Cognosante
04.2020 - 06.2023Read More
Administrative Assistant
Frontera Produce
01.2015 - 09.2018Read More
Customer Service Representative/Business Clerk
CRICKET COMMUNICATIONS, INC
10.2010 - 11.2013Read More
GED
Read More
Nuevo Laredo City College
High School Diploma
Read More