Esmeralda Antuna Rodriguez
Dallas,TX
Summary
Customer experience and operations professional with experience in financial services, customer advocacy, and program development. Led initiatives within Capital One Café operations and improved customer experiences through targeted process and training improvements. Recognized for workstream leadership, development of training resources, and delivery of measurable customer outcomes.
Overview
2
2
Languages
4
4
years of professional experience
Work History
Capital One Café Ambassador
Capital One
Dallas, TX
09.2024 - Current
- Earned star performer recognition for strong customer service and customer advocacy.
- Supported personalized customer service through financial education, relationship building, and solution-focused support.
- Developed customer service playbooks and training materials to ensure consistent service standards.
- Facilitated teamwork and communication among student leaders and promoted community initiatives and volunteer opportunities to enhance café operations.
- Led financial literacy workshops in partner schools.
- Supported onboarding and development of high school student ambassadors by assisting with role navigator tasks.
Customer Member Representative
Oportun
Dallas, TX
07.2023 - 09.2024
- Guided customers through the personal loan application process while providing exceptional customer service.
- Assisted customers with account servicing, payment options, and financial solutions.
- Processed loan payments and maintained accurate cash handling to ensure smooth daily store operations.
- Maintained compliance with company policies while effectively managing multiple priorities in a fast-paced environment.
Auto Insurance Agent
Cardoza's Auto Insurance
Dallas, TX
07.2022 - 07.2023
- Negotiated policy pricing with insurance carriers, securing lower premiums for customers while ensuring adequate coverage.
- Guided clients in selecting tailored insurance coverage to meet individual needs.
- Prepared insurance quotes for auto, commercial, homeowners, renters, and motorcycle policies.
- Oversaw daily office operations and maintained organized customer documentation in a small office environment.
- Assisted with tax preparation and maintained organized customer records using Google Workspace.
Education
Bachelor of Arts - Psychology | Minor in Business Analytics
University of North Texas At Dallas
Dallas, TX05-2028
Associate of Science -
Dallas College
Dallas, TX05-2025
Skills
- Customer relationship management
- Financial services expertise
- Financial Literacy Training
- Customer Engagement Strategies
- Employee training
- Team development
- Team collaboration
- Process improvement
- Problem-solving abilities
- Conflict resolution
- Brand advocacy
- Problem Solving
Skills & Interests
Language: Spanish, English (Fluency: Native)
Awards & Recognitions
Star Performer Award Q2, April 2025, recognized for exceptional customer service and customer advocacy.
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Capital One Café Ambassador
Capital One
09.2024 - Current
Customer Member Representative
Oportun
07.2023 - 09.2024
Auto Insurance Agent
Cardoza's Auto Insurance
07.2022 - 07.2023
Bachelor of Arts - Psychology | Minor in Business Analytics
University of North Texas At Dallas
Associate of Science -
Dallas College