Summary
Overview
Work History
Education
Skills
Timeline
Generic

Esmeralda Bray

Williamsburg,KY

Summary

Dedicated Customer Service Specialist with the ability to prioritize and multi-task in a fast-paced working environment. A valuable team player, consistently contributing to the achievement of personal and business goals. Recognized for effectively handling escalated customer support issues. Motivated to maintain customer satisfaction and contribute to the success of the company. History of managing large volumes of inbound calls and maintaining satisfactory relationships with customers. Expertise in CRM systems, combined with exceptional active listening and multitasking abilities. Strong organizational skills as a detailed Client Service Associate, excels at working with diverse customer types. Seeking a new role where hard work and dedication are highly valued. Committed to meeting company needs through consistent and organized practices, thrives under pressure and adapts to new situations and challenges to enhance the organizational brand. Possesses strong customer service, multitasking, and time management abilities, aiming to provide every customer with a positive and memorable experience. Organized and motivated, eager to apply time management and organizational skills in various environments while seeking entry-level opportunities to expand skills and contribute to company growth.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Senture
London, KY
01.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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 alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

CSR

KECH
Williamsburg, KY
06.2020 - 04.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Answered inbound calls, chats and emails to facilitate customer service
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Developed strong customer relationships to encourage repeat business

Sales Consultant

Brian's Furniture
Corbin, KY
01.2021 - 12.2021
  • Worked with fellow sales team members to achieve group targets
  • Listened to customers to understand needs and refer to optimal services
  • Greeted incoming customers and provided expert sales and service to drive revenue
  • Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
  • Cultivated productive relationships with existing customers through exceptional follow-up after sales
  • Landed new customer accounts through consistent combination of perseverance, dedicated cold calling and exceptional service
  • Boosted client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges
  • Handled credit and debit card payment processing to complete purchasing experience
  • Answered product questions with up-to-date knowledge of sales and promotions

Education

Bachelors Degree - General Studies

University of The Cumberlands
Williamsburg, KY
05.2025

High School Diploma -

Williamsburg Independent City School
Williamsburg, KY
05.2020

Skills

  • Report Creation
  • Credit Card Payment Processing
  • Report Generation
  • Creative Problem Solving
  • Responding to Difficult Customers
  • Data Entry
  • Building Customer Trust and Loyalty
  • Issue and Complaint Resolution
  • Needs Assessment
  • Data Entry and Maintenance
  • Call Documentation
  • Customer Data Confidentiality
  • Verbal and Written Communication
  • Order and Refund Processing
  • Call Center Operations
  • Upselling Techniques
  • Display Setup
  • Upbeat and Positive Personality
  • Understanding Customer Needs
  • Customer Service
  • Sales Goals Attainment
  • Order Processing
  • Customer Needs Assessment

Timeline

Customer Service Representative

Senture
01.2023 - Current

Sales Consultant

Brian's Furniture
01.2021 - 12.2021

CSR

KECH
06.2020 - 04.2023

Bachelors Degree - General Studies

University of The Cumberlands

High School Diploma -

Williamsburg Independent City School
Esmeralda Bray