Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
Esli Villarreal

Esli Villarreal

Mission,TX

Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

12
12
years of professional experience

Work History

Event Coordinator

Verona Event Center
Pharr, TX
12.2023 - 10.2024
  • Developed event themes and concepts to ensure successful execution of events.
  • Organized vendor contracts, negotiated fees, and ensured compliance with all regulations.
  • Coordinated with internal teams to ensure timely delivery of products and services for events.
  • Collaborated with clients to identify their goals and expectations from the event.
  • Managed logistics related to transportation, catering, entertainment, decorations for events.
  • Ensured effective communication between vendors and suppliers before, during and after the event.
  • Facilitated meetings between vendors and clients in order to discuss overall project scope and timeline.
  • Maintained an organized database of contacts using software applications like MS Excel and Access.
  • Assisted guests throughout the duration of an event by providing directions or answering questions about available amenities.

Manager

Senture
McAllen, TX
04.2022 - 12.2023
  • Entered time and attendance logs in preparation for payroll.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Maintained contact with clients and assisted in developing procedures to identify and track new trends that occur.
  • Completed daily reports and analyzed metrics to identify trends.
  • Supervised staff performing daily activities.
  • Built relationships with internal team members and external partners to enhance effectiveness of team's work.
  • Drove quality assurance and effective evaluation, modification and improvement of services and developed work plans consistent with program goals and objectives.
  • Maintained team progress against performance targets by motivating staff and proactively resolving department-level issues.
  • Applied continuous improvement program in daily activities to boost productivity and improve quality.

Supervisor

Senture
McAllen, TX
11.2020 - 12.2023
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Provided ongoing training to address staff needs.
  • Complied with company policies, objectives and communication goals.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Coached and mentored 50 staff members through constructive feedback to develop long-term career goals.
  • Created training manual for employees to use as reference guide.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Treated associates with fairness and respect, providing recognition of accomplishments.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Secretary /Assistant Manager

Verona Event Center
Pharr, TX
10.2015 - 08.2020
  • Planned and prepared workflow schedules, delegating tasks for 6 -member team.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
  • Oversaw team development according to industry service standards to further customer loyalty.
  • Supported sales management initiatives to optimize business development.
  • Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Managed personnel scheduling, facilitating adequate coverage to meet demand.
  • Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.
  • Analyzed monthly sales and performance reports to support operational planning and strategic decision making.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Delegated daily tasks to team members to optimize group productivity.

Leadership Member

Teleperformance
Edinburg, Texas
04.2013 - 09.2015
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Treated associates with fairness and respect, providing recognition of accomplishments.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Coordinated work with employees by offering clear direction and motivational leadership.
  • Evaluated performance and incorporated feedback to implement improvement plans.
  • Coordinated extensive planning, development of project milestones.
  • Identified issues, creating customized solutions for individual problems.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Reviewed employee performance and delivered constructive feedback to improve performance.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Met with each associate to establish realistic monthly metric goals.
  • Applied continuous improvement program in daily activities to boost productivity, and improve quality.

Call Center Customer Service Representative

Teleperformance
Edinburg, TX
03.2013 - 09.2015
  • Resolved average of 140 - 150 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Shared detailed information regarding Internet options to help customers make decisions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered 20 to 30 daily phone calls to resolve Internet customer issues.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.

Education

High School Diploma -

Economedes High School
Edinburg, TX
06.2011

Skills

  • Product and service knowledge
  • Project management
  • Time Management
  • Staff training and development
  • Microsoft Office expertise
  • Customer relations
  • Strategic Planning
  • Training and Development
  • Contract development and management
  • Multitasking
  • Active listening
  • Good work ethic
  • Communication
  • Computer skills
  • Lead generation
  • Systems and automation applications
  • Staff development

Accomplishments

  • Had the privileged in taking part of 4 projects. They are New York Unemployment, Nebraska ERAP, Arkansas ERAP, and Wyoming HAF.
  • I had the ability to promote multiple agents into higher positions in which it allowed them to grow with in Senture.
  • Started Arkansas ERAP project from the beginning back in May 2021 to April 2022. I was able to work hand in hand with the client in which I gave me knowledge for my dedication and work ethics.
  • In the Arkansas ERAP we were able to deliver 2 million dollars of assistance to the residence of Arkansas.
  • From my dedication that I have provided within the 4 programs I have had the ability to grow into a Manager along with high recommendations from Deloitte.

Languages

English
Full Professional
Spanish
Professional

Timeline

Event Coordinator

Verona Event Center
12.2023 - 10.2024

Manager

Senture
04.2022 - 12.2023

Supervisor

Senture
11.2020 - 12.2023

Secretary /Assistant Manager

Verona Event Center
10.2015 - 08.2020

Leadership Member

Teleperformance
04.2013 - 09.2015

Call Center Customer Service Representative

Teleperformance
03.2013 - 09.2015

High School Diploma -

Economedes High School

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Esli Villarreal