Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ema Rosell-Diaz

Wesley Chapel,FL

Summary

Highly organized professional with a proven track record in coordinating complex tasks and ensuring seamless operations. Leveraging bilingual communication and strategic selling skills, I consistently meet or exceed performance metrics, driving customer loyalty and satisfaction. Adept at fostering teamwork and adapting to dynamic environments, making significant contributions to organizational success. Hardworking and passionate job seeker with strong work ethic and dedication.


Overview

10
10
years of professional experience

Work History

CRCO Case Manager Lend

Capital One
05.2025 - Current
  • Educated clients on available resources and support systems to enhance their well-being.
  • Implemented best practices for case documentation, ensuring compliance with organizational standards.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Advocated for client rights when interacting with other departments, ensuring fair treatment at all times.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Make use of tools such as G Suite, Hubble, Snowflake, Tysys, OnePay, GrayHair, Sage and more, assuring I am providing extremely detailed and organized case research.

Senior Complaints Coordinator

Capital One
06.2023 - 05.2025
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • 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.
  • Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.

Client Advisor

Tiffany & Company
04.2021 - 03.2023
  • Set private appointments with existing customers and prospects to discuss new product.
  • Established strong and long lasting relationships with clients, resulting in continuous purchase histories.
  • Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
  • Attended advanced training sessions and conferences to increase product knowledge and productivity.
  • Hosted clients to personal high value events in multiple cities around the country. Providing the luxury experience and creating long lasting relationships.

Sales Associate

Burberry
07.2019 - 04.2021
  • Engaged with customers to build rapport and loyalty.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Fulfilled orders and sourced products to meet rigorous customer delivery schedules.
  • Established long lasting relationships with clients.

Keyholder/Associate

Swarovski
07.2018 - 07.2019
  • Responsible for coaching of team members on enhancing clienteling skills
  • Implemented daily operating procedures to ensure store is clean, adequately stocked and organized.
  • Supervised end-to-end stock management, including examining incoming inventory, merchandising shelves and preventing shrinkage.
  • Worked with sales team to collaboratively reach sales targets, consistently meeting or exceeding personal quotas by as much as 31%

Sales Associate

Aldo
10.2017 - 07.2018
  • Educated over 15 customers daily on different products and product care.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases, to boost revenue.
  • Worked closely with customer service staff to deliver outstanding service to shoppers throughout shopping and completing purchases.

Keyholder/Associate

Le Macaron French Pastries
12.2015 - 08.2017
  • Interacted with customers to determine needs and offer product or service solutions
  • Resolved all issues professionally and in timely manner
  • Provided excellent customer service, driving membership loyalty and increasing customer satisfaction rates
  • Managed multiple priorities in fast-paced environment

Education

High School Diploma - undefined

Leto High School
Tampa, FL
2018

Skills

  • Bilingual: Spanish and English
  • Interpersonal skills
  • Customer service focus
  • Strategic Selling
  • G Suite
  • Effective communication
  • Experienced in training facilitation (CRC T2 POD)

Timeline

CRCO Case Manager Lend

Capital One
05.2025 - Current

Senior Complaints Coordinator

Capital One
06.2023 - 05.2025

Client Advisor

Tiffany & Company
04.2021 - 03.2023

Sales Associate

Burberry
07.2019 - 04.2021

Keyholder/Associate

Swarovski
07.2018 - 07.2019

Sales Associate

Aldo
10.2017 - 07.2018

Keyholder/Associate

Le Macaron French Pastries
12.2015 - 08.2017

High School Diploma - undefined

Leto High School

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