Emely Espinosa
Orlando
Summary
Detail-oriented professional with extensive experience in customer service, collections, and scheduling, skilled in multitasking and problem-solving under pressure. Strong collaborator known for effective communication and ability to negotiate successfully. Eager to leverage skills in teamwork and attention to detail for a rewarding career
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
7
7
years of professional experience
Work History
Credit card collections
JP Morgan chase
03.2024 - Current
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Responded quickly to meet customer needs and resolve problems.
- Focused on learning new skills and staying updated with industry changes.
- Participated in ongoing training to enhance own job skills and knowledge.
- Provided efficient and courteous service to customers at all times.
- Met deadlines while maintaining high-quality deliverables.
- Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite.
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
- Developed departmental objectives, budgets, policies, procedures, and strategies.
- Developed strong communication skills to negotiate payment plans with customers.
- Utilized problem solving techniques to resolve customer disputes quickly and efficiently.
- Performed skip tracing methods to locate missing debtors.
- Assisted customers with making payments via credit cards or electronic transfers.
- Successfully handled high-volume calls from delinquent customers.
- Provided excellent customer service while following collections procedures.
- Coached new employees on best practices related to collections processes.
- Created monthly metrics reports that tracked progress towards goals.
- Demonstrated ability to stay organized and manage multiple accounts simultaneously.
- Collaborated with other departments to ensure proper resolution of accounts receivables.
- Monitored outstanding account balances and determined need for further collections action.
- Negotiated with customers to reach payment agreements.
- Executed collection calls and correspondence to solicit payment on overdue account balances.
- Resolved customer billing issues to expedite cash flow.
- Maintained a thorough understanding of legal regulations related to collections.
Concierge
TurboTax
12.2024 - 05.2025
- The TurboTax Concierge serves as the first point of contact for customers using TurboTax products. This role focuses on delivering exceptional customer service by guiding users to the right tax support solutions, scheduling expert assistance, and ensuring a smooth, stress-free experience throughout the tax filing process.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained high level of professionalism and discretion when dealing with guests.
Outbound Sales Representative
Spectrum
05.2022 - 12.2024
- Developed extensive knowledge of products and services to better assist customers.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Collaborated with marketing teams to develop and execute promotional strategies.
- Generated leads and established relationships with potential customers through outbound telephone calls.
Scheduling Specialist
Toyota
03.2021 - 05.2022
- Coordinated scheduling of resources and personnel to optimize workflow efficiency across departments.
- Managed communication with team members to align schedules and address potential conflicts proactively.
- Streamlined appointment processes by implementing standardized procedures for booking and confirmation.
- Utilized Microsoft Office Suite to create documents, manage calendars and track progress.
- Communicated with field staff regarding any late or incomplete visits.
- Answered telephones to give information to callers, take messages, or transfer calls.
- Operated office equipment, such as fax machines, copiers, and phone systems and arranged for repairs when equipment malfunctions.
- Scheduled and confirmed appointments for clients or customers.
- Established work procedures and schedules and kept track of daily work of clerical staff.
- Arranged for repairs for office equipment malfunctions.
Customer Service Representative
Amazon
01.2019 - 03.2021
- Assisted customers with inquiries and resolved issues to enhance overall satisfaction and loyalty.
- Provided accurate information about products and services to support informed purchasing decisions.
- Collaborated with team members to streamline processes, improving service efficiency and response times.
- Trained new staff on customer service protocols, fostering a collaborative and knowledgeable team environment.
- Developed effective communication strategies to connect with diverse customers, enhancing their service experience.
- Addressed customer feedback proactively, contributing to continuous improvement initiatives within the department.
Education
High School Diploma -
Osceola high school
Kissimmee06.2020
Skills
- Customer service
- Friendly, positive attitude
- Multitasking
- Problem-solving
- Attention to detail
- Teamwork and collaboration
- Remote office availability
- Microsoft Word
- Decision-making
- Team building
- Google drive
- Self-Directed
- Project planning
- Data entry
- Quality assurance
LANGUAGES
Spanish Native
Timeline
Concierge
TurboTax
12.2024 - 05.2025
Credit card collections
JP Morgan chase
03.2024 - Current
Outbound Sales Representative
Spectrum
05.2022 - 12.2024
Scheduling Specialist
Toyota
03.2021 - 05.2022
Customer Service Representative
Amazon
01.2019 - 03.2021
High School Diploma -
Osceola high school