Esmeralda Cervantes
Customer Service
Queen Creek,AZ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Guest Services Rep
PROS Sports Housing
Phoenix, AZ
01.2023 - Current
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Review move in inspections and compare to list of work orders identified at take down and call in any necessary work orders before client arrival.
- Communicate move in information to client via arrival instructions by creating a hostfully page that will be sent to the client.
- Request maid service dates from Field Operations if applicable and communicate those dates to the client and confirm PTE.
- Follow up with clients after move in.
- Send departure information to clients and team housing.
- Answer all client calls and request.
- Review move out inspections for any damages or left behind items and communicate a list of said damages to accounting for client charge back.
BDC Representative
Autonation Chevrolet Gilbert
Gilbert, AZ
07.2020 - 09.2021
- Utilized consultative selling skills to identify key trends.
- Developed strong business relationships to provide service and value beyond customer expectations.
- Identified and executed appropriate strategies for business success.
- Used sales and order management systems and technologies to facilitate exceptional customer service.
- Identified and solved problems with minimal guidance to minimize disruptions to business.
- Informed customers of promotions to increase sales productivity and volume.
- Generated advertising brochure for vendor use.
Bilingual CSR
Condent
Tempe, AZ
06.2018 - 01.2020
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Westwood High School
Mesa, AZ 08.2014 - 05.2017
Skills
Customer Relations
undefinedAccomplishments
- Supervised team of 4 staff members.
- Awarded "Employee of the Month" for delivering outstanding administrative support.
Timeline
Guest Services Rep
PROS Sports Housing
01.2023 - Current
BDC Representative
Autonation Chevrolet Gilbert
07.2020 - 09.2021
Bilingual CSR
Condent
06.2018 - 01.2020
High School Diploma -
Westwood High School
08.2014 - 05.2017
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