Chantal M. Esquivel

• Led the recruitment, training, and development of a high-performing Customer Care Specialist team, ensuring strong onboarding and continuous skill growth.
• Developed and implemented a comprehensive training program for new hires using Trainual, Canva, and Tango , improving team performance and streamlining onboarding.
• Oversaw daily operations of the customer care department, managing approximately 200 calls per day, scheduling for 75 franchise locations, and overseeing a team of five specialists to optimize performance, efficiency, and service quality.
• Implemented process improvements to optimize workflows, reduce response times, and maintain high customer service standards.
• Managed office supply and equipment inventory, coordinating maintenance and repairs to support uninterrupted daily operations.
• Conducted regular audits of employee timesheets on Gusto to ensure accuracy and compliance with company policies.
• Utilized Monday.com to track projects, manage tasks, and oversee new hire and franchise owner training, ensuring efficient onboarding and operational effectiveness.

• Managed multiple computer systems and applications to efficiently schedule sales and repair appointments for customers.
• Seamlessly coordinated bookings for over 50 franchise businesses nationwide.
• Consistently met and exceeded key performance benchmarks, including handle time, service levels, and productivity targets.
• Built and maintained strong customer relationships, earning a reputation for proactive communication and exceptional service.
• Designed and implemented the company's lead management process , improving follow-up tracking and increasing conversion rates.
• Developed new resources that optimized scheduling efficiency , reducing call handling times and improving overall workflow.
• Participated in hiring and recruitment processes, conducting interviews and assessing candidates for the Customer Care Specialist role.
• Provided coaching and performance feedback, fostering a culture of continuous learning, professional development, and high performance.
• Implemented cross-training initiatives , increasing team flexibility and efficiency during peak periods and employee absences.

• Delivered exceptional customer service by responding to inquiries via phone, email, ensuring prompt and accurate assistance.
• Operated multi-line phone systems (Ring Central) to efficiently manage high call volumes and direct incoming calls while maintaining a professional and customer-centric approach.
• Scheduled sales appointments for prospective clients using Dispatch coordinating bookings for over 30 franchise businesses across the U.S.
• Maintained and updated customer records in databases such as Solatech, and Google Suite, ensuring data accuracy and seamless tracking.
• Collaborated with team members via Slack , sharing insights, best practices, and solutions to enhance overall service quality.
• Built strong customer relationships, fostering loyalty and repeat business through personalized support and high-quality service.

• Assumed ownership of the family business, restructured operations, implemented new marketing strategies, and increased revenue.
• Developed and maintained client relationships, resulting in strong word-of-mouth referrals and a loyal customer base.
• Managed and coordinated two teams to efficiently clean up to 30 houses per week, ensuring high-quality service and customer satisfaction.
• Monitored and performed quality control inspections routinely.
• Negotiated pricing and service agreements with clients to maximize profitability while maintaining competitive rates.
• Maintained financial records, budgets, and resource allocation, ensuring business sustainability and growth.
• Participated in community events and outreach programs, enhancing brand visibility and business credibility such as volunteering services with a local church and school.

• Managed daily operations of a successful family-owned cleaning business, ensuring efficient processes and quality services.
• Provided comprehensive deep cleaning for residential and commercial clients, adhering to professional standards and strict health and safety regulations.
• Hired, trained, and supervised staff, ensuring high levels of productivity, professionalism, and customer satisfaction.
• Processed bi-weekly/monthly payroll, ensuring accurate calculations of wages, bonuses, and overtime.
• Managed inventory and procurement, ordering job supplies, uniforms, and equipment to ensure seamless daily operations.
• Organized and prepared workstations and materials, optimizing workflow to maximize productivity.

• Managed a multi-line phone system and warmly greeted patients, ensuring a welcoming front-office experience.
• Oversaw patient scheduling, check-in/check-out, and payment processing , optimizing appointment flow and billing accuracy.
• Enhanced front office efficiency by implementing an improved filing system and maintaining an organized, professional environment.
• Managed provider calendars for seven clinicians maximizing provider availability.
• Coordinated specialist referrals, facilitating seamless transfer of medical records.
• Collaborated with physical therapists to develop customized treatment plans and home exercise programs for patient rehabilitation.
• Ensured HIPAA compliance , handling sensitive patient information with strict confidentiality and adherence to medical office policies.
• Participated in ongoing professional development opportunities to stay current on best practices in nursing care delivery.

• Managed a high volume of inbound and outbound calls , efficiently scheduling appointments while meeting hourly quotas.
• Followed company protocols and call scripts, consistently achieving call-time and quality performance standards.
• Ensured accurate patient record management by diligently updating and organizing digital and physical files.
• Reduced missed appointments through proactive reminder calls and emails, improving patient attendance rates.
• Streamlined cancellation and rescheduling processes, minimizing disruptions to daily clinic operations.
• Strengthened patient retention and satisfaction by maintaining proactive communication about upcoming appointments and special promotions.

• Designed and implemented engaging, age-appropriate Spanish lessons for children ages 2 to 1st grade, using interactive activities and play-based learning to foster language development.
• Maintained detailed course records, tracking student progress and language acquisition milestones.
• Established strong relationships with parents, providing regular updates on student progress and offering strategies to support language learning at home.
• Advocated for Spanish language education, contributing to the integration of advanced Spanish courses into the school’s curriculum.
• Organized extracurricular activities to enhance language immersion and reinforce learning outside the classroom.

Completed Coursework