Elizabeth Espurvoa
Manager
San Antonio,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Highly committed with hardworking mentality, demonstrating adaptability and strong communication skills.
Overview
18
18
years of professional experience
Work History
Manager
Deol Bros Inc
03.2021 - Current
- Developed strong rapport with customers through attentive listening skills, contributing to repeat business.
- Assisted in recruiting high-quality staff members, conducting interviews, background checks, and onboarding processes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed nightly closing duties including reconciling cash registers and preparing deposits while maintaining strict security measures.
- Closed out cash register and prepared cashier report at close of business.
- Increased staff productivity through effective scheduling, task delegation, and performance monitoring.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
Assistant Store Manager
Macys Department Store
10.2020 - 02.2021
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
Call Center Representative
Sears Siding
05.2019 - 07.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Completed data entry tasks with accuracy and efficiency.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Front Desk Receptionist
Texas Workforce Commission
07.2017 - 04.2019
- Greeted visitors upon arrival, offered assistance, and answered questions to build rapport and retention.
- Provided exceptional customer service by addressing inquiries promptly and professionally via phone or email correspondence.
- Streamlined office communication by effectively handling incoming calls and directing them to the appropriate departments.
- Scheduled, coordinated and confirmed appointments and meetings.
- Supported administrative tasks such as filing, data entry, and scheduling appointments, contributing to smooth daily operations.
- Improved office organization by meticulously maintaining records and updating the database system regularly.
- Expedited document processing by accurately creating, editing, proofreading, and distributing correspondence on behalf of management.
- Entered data into various computer systems accurately using Microsoft Office Suite.
Cashier Team Lead
Walmart
08.2006 - 08.2008
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Trained team members on cash register operation and cash handling.
- Restocked and organized merchandise in front lanes.
- Assisted customers in locating products, providing knowledgeable recommendations based on their needs.
- Demonstrated flexibility by working various shifts including weekends, holidays or evenings when required.
- Handled high-pressure situations effectively during peak hours while maintaining a professional demeanor towards customers and colleagues.
Education
Bachelor of Arts - Psychology
Texas A&M University, Kingsville, TX, US
Kingsville, TX08-2008
Skills
- Customer Relations
- Professionalism
- Sales management
- Verbal and written communication
- Problem-solving aptitude
- Reliability
- Employee Training
- Multitasking
Affiliations
- Eagles Flight Outreach and Advocacy Center
- Guardians of The Children San Antonio Chapter
Languages
Spanish
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager
Deol Bros Inc
03.2021 - Current
Assistant Store Manager
Macys Department Store
10.2020 - 02.2021
Call Center Representative
Sears Siding
05.2019 - 07.2020
Front Desk Receptionist
Texas Workforce Commission
07.2017 - 04.2019
Cashier Team Lead
Walmart
08.2006 - 08.2008
Bachelor of Arts - Psychology
Texas A&M University, Kingsville, TX, US
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