Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Brenda Espinoza

2874 B Casey St ,CA

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Prepared to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

18
18
years of professional experience

Work History

Senior Sales Support Coordinator (Team Lead)/Sales

HD Supply
04.2013 - Current
  • Manage customer accounts, responding to inquiries and resolving customer service issues
  • Assist customers in troubleshooting product issues and provided timely technical support.
  • Coordinate responses and resources to handle special client requests.
  • Document customer complaints and completed corrective action requests.
  • Prepare and present sales reports and customer profiles to upper management.
  • Assist customers with sales needs such as inventory and shipping questions.
  • Researche and analyze customer feedback to identify areas for improvement and growth opportunities.
  • Track sales data for analysis and forecasting.
  • Work closely with sales team on understanding customer requirements, promoting products and delivering sales support.
  • Collaborate with cross-functional teams to deliver successful product implementations.
  • Contribute to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.

Customer Care Quality Assurance/Training Specialist

HD Supply
01.2009 - 04.2013
  • Conducted orientation sessions to assess skill levels and areas of strength and weakness.
  • Trained and mentored new personnel hired to fulfill various roles.
  • Documented participation and evaluated learning for each participant.
  • Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
  • Prepared videos for online and remote instruction.
  • Assessed additional needs based on training progress and collaborated with management to meet requirements.
  • Developed training handbooks, computer tutorials and reference materials.
  • Collected data on program effectiveness to develop modifications and improvements to curricula.
  • Designed and delivered web-based, self-directed learning materials.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Facilitated virtual, in-person and blended learning sessions.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Worked with vendors to customize courseware to accommodate business needs.
  • Established and maintained quality control standards.
  • Provided coaching and mentoring to employees.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Developed and implemented successful onboarding program.
  • Developed job-specific competencies and performance standards.

Customer Advocate

HD Supply
01.2007 - 01.2009
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
  • Delivered prompt service to prioritize customer needs.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

Southwestern College
Chula Vista, CA

Clairemont High School
Claremont, CA

Skills

  • Activity planning
  • Time management
  • Ability to listen and communicate effectively
  • Communication
  • Teamwork
  • Problem solving
  • Adaptability

Languages

Spanish
Native or Bilingual

Timeline

Senior Sales Support Coordinator (Team Lead)/Sales

HD Supply
04.2013 - Current

Customer Care Quality Assurance/Training Specialist

HD Supply
01.2009 - 04.2013

Customer Advocate

HD Supply
01.2007 - 01.2009

Southwestern College

Clairemont High School

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Brenda Espinoza