Denisse Esquer
Menifee,CA
Summary
I am a dynamic business leader with comprehensive experience in driving customer service/collection management delivery. Adept at analyzing strengths and weaknesses of corporate viability utilizing customized processes that identify operational risk and or potential losses. Background experience includes directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. I am a known and successful leader who promotes teamwork and successful career development of staff members. Proficient in MS Word, Excel, Outlook, PowerPoint, Webex Meet, collection and customer service software such as Hightouch, Sims, C4C.
Overview
6
6
years of professional experience
Work History
Energy Advisor L-1
Southern California Edison
01.2023 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Managed multiple communication channels, including phone, email, and chat support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website, improving overall user experience.
- Met performance metrics consistently, earning recognition as a top performer within the team.
Consultant
US Bank
01.2022 - 01.2023
- Developed strategic initiatives to improve customer engagement and retention rates.
- Analyzed market trends to inform product development and service offerings.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Managed client relationships through regular check-ins and updates on project progress.
Business Development Assistant
PAIHO North America
06.2021 - 12.2021
- Maintain and manage incoming material coming from overseas by utilizing excel spreadsheets and focus on developing efficient and streamlined processes
- Perform sales by bringing in new business and meet goals
- Responsible for providing optimum customer services to all customers.
- Assist customers with order requests and new business by actively listening to meet their business needs
- Ability to learn, retain and apply knowledge of multiple products and services to assist customer calls and in person
- Other duties as assigned
Manager
Acceptance Now
01.2020 - 06.2021
- Adjust job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Control costs and optimize spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
- Train new employees in specific job requirements
- Apply customer feedback to develop process improvements and support long-term business needs
- Maintain high level of customer service with forward-thinking strategies focused on addressing customer requests
- Offer advice and assistance to customers, paying attention to special needs or wants
- Deal with difficult customers and always have customer satisfaction by handling customer issues professionally
- Perform telemarketing to keep sales up and meet goals
- Strategize to grow sales and year over year revenue
- Supervise day to day operations that focused on developing not only successful collection, legal and bankruptcy strategies but also a successful and highly motivated collection team
- Assist in establishing a well-trained Collections Team
- Ensure equity analysis, skip-tracing along with collection efforts utilized by staff members
- Supervise and maintain both a low delinquency ratio as well as a low charge off ratio
- Maintain goal of 92% collection for rental income
- Continuously maintain collection delinquencies under 19.9% goal
- Provide customer service over the phone and in person
- Continuously exceed customer expectations by resolving multiple issues such as delivery, merchandise, and payments
- Remain empathic and understanding when assisting customers by actively listening to meet their needs
- Ability to learn, retain and apply knowledge of multiple products and services to assist customer calls and in person
- Responsible for providing optimum customer services to all customers. Assist customers with loan inquiries, customer service complaints and collection account
Shift Manager
Del Taco
08.2019 - 02.2020
- Handled multiple responsibilities and delivered quality and customer service
- Ran shifts and supported the GM in managing the execution of all Company policies, procedures, programs and systems
- Responsible for maintaining average handle time under 60 seconds
- Responsible in managing employees break adherence ensuring proper coverage
- Remain empathic and understanding when assisting customers
- Responsible daily and shift inventory
- Managed incoming calls
- Responsible maintaining proper coverage for shifts
Education
HS Graduate -
Heritage High School
01.2018
Skills
- Bilingual: Fluent in speaking, reading and writing in Spanish
Timeline
Energy Advisor L-1
Southern California Edison
01.2023 - Current
Consultant
US Bank
01.2022 - 01.2023
Business Development Assistant
PAIHO North America
06.2021 - 12.2021
Manager
Acceptance Now
01.2020 - 06.2021
Shift Manager
Del Taco
08.2019 - 02.2020
HS Graduate -
Heritage High School