Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Esmeralda Cortes Vazquez

Vallejo,CA

Summary

Seasoned Customer Service Representative looking to apply unique skillset and leadership traits to a fulfilling position within customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience

Work History

Accounts Receivable Supervisor

Bay Alarm Medical
06.2021 - Current
  • Resolved accounts with late or skipped payments by contacting account holders or delegating to accounts receivable clerks.
  • Set goals for accounts receivable team of 5 clerks and developed strategies to meet goals.
  • Resolved complaints from clients and customers and fielded overall company reviews.
  • Posted customer payments by recording cash, checks, and credit card transactions.
  • Reconciled daily AR ledger and verified proper posting.
  • Completed daily process adjustments to maintain accuracy.
  • Verified discrepancies and resolved clients' billing issues
  • Updated aging reports based on daily audits.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Completed bi-weekly payroll

Customer Service Lead

Bay Alarm Medical
08.2018 - 05.2021
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Reviewed associate performance to identify training needs.

Customer Service Representative

Bay Alarm Medical
05.2017 - 07.2018
  • Handle inbound calls pertaining to customer support, tech support and billing inquiries
  • Initiate outbound calls to customers in response to emails, voicemails, mail correspondence, and billing issues
  • Consistently meet company goals in all areas
  • In each communication, I evaluate the customer’s needs, upgrade services as needed, audit each account for completeness and accuracy
  • Make reasonable exceptions to accommodate unusual customer requests
  • Use retention and de-escalation skills to retain customers
  • Successfully reach out and resolve issues from customers that have posted negative reviews and persuade them to update their reviews
  • Process billing payments and submit requests to refund accordingly
  • Assist in training new hires
  • Received award for most reviews received at annual company awards ceremony
  • Assist supervisor with tasks as needed


Team Member

Jelly Belly Company
08.2016 - 05.2017
  • Welcomed all customers who entered the store with enthusiasm
  • Distributed samples to customers
  • Operated cash register: cash, check and credit card transactions
  • Learned all required tasks quickly to maximize performance.
  • Assisted with inventory counts and stocking of merchandise.
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.

Sandwich Artist

Subway
02.2015 - 07.2016
  • Provided excellent customer service to guests with an upbeat attitude
  • Handled cash and credit card transactions
  • Trained new employees on food service expectations and safety procedures
  • Restocked food items and performed store closing procedures
  • Monitored the dining room to ensure great customer experience
  • Kept workplace clean and organized in line with restaurant policies.
  • Prepared and presented food in compliance with health and safety guidelines.
  • Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.

Education

Associate of Science - Allied Health

Diablo Valley College
Pleasant Hill, CA
12.2023

Diploma -

Jesse Bethel High School
Vallejo, CA
06.2015

Skills

  • Set Organizational Policies
  • Communication
  • PCI (Payment Card Industry)
  • Bilingual- English/Spanish
  • Strong leadership skills
  • Call Center Operations
  • Teamwork and Collaboration
  • Attention to Detail

Accomplishments

  • Received employee of the year award for successfully assisting business in recovering $1 million in overdue revenue.
  • Received customer review award for collecting the most 5-star reviews in the entire company.

Timeline

Accounts Receivable Supervisor

Bay Alarm Medical
06.2021 - Current

Customer Service Lead

Bay Alarm Medical
08.2018 - 05.2021

Customer Service Representative

Bay Alarm Medical
05.2017 - 07.2018

Team Member

Jelly Belly Company
08.2016 - 05.2017

Sandwich Artist

Subway
02.2015 - 07.2016

Associate of Science - Allied Health

Diablo Valley College

Diploma -

Jesse Bethel High School

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Esmeralda Cortes Vazquez