Esmeralda Cortez
Newark,CA
Summary
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Strives for effective communication, conflict resolution, and driving continuous improvement initiatives. Always enthusiastic to learn new skills and grow in a company that is willing to push for greater results.
Overview
7
7
years of professional experience
Work History
Service Manager
Smart And Final
12.2025 - Current
- Coordinated daily operations to ensure great service levels and customer satisfaction.
- Trained staff on effective customer service techniques and product knowledge.
- Manage front end inventory to ensure products are available to customers and priced correctly.
- Resolved customer issues promptly, enhancing overall shopping experience.
- Analyzed service reports to identify areas of improvement.
- Implement strategies to motivate employees to provide great customer service and ensure surveys are being done for the benefit of the company. (Gift card, competitions,...etc)
Cashier
Smart And Final
01.2022 - Current
- Processed customer transactions efficiently using POS systems.
- Maintained accurate cash drawer balances throughout shifts.
- Assisted customers with product inquiries and selections.
- Greeted customers entering store and responded promptly to customer needs.
- Stocked, tagged and displayed merchandise as required.
- Trained new cashiers on checkout procedures and customer service standards.
Member Service Representative
American Swim Academy
12.2021 - 07.2022
- Assisted members with inquiries, providing accurate information on programs and services.
- Processed registrations and payments, ensuring accuracy in account management.
- Coordinated schedules for swim classes, optimizing instructor availability and member satisfaction.
- Resolved member concerns efficiently, enhancing overall customer experience and retention rates.
- Maintained records of member interactions, contributing to improved service protocols and feedback loops.
Deck Manager/Swim Instructor
American Swim Academy
12.2018 - 07.2022
- Supervised daily operations of swim classes to ensure safety and compliance with regulations.
- Trained and mentored staff on best practices for swim instruction and customer service.
- Analyzed feedback from parents and students to drive continuous improvement initiatives.
- Taught daily swim instruction to students varying in ages (3+) and skill levels.
- Maintained CPR, First Aid, and lifeguard certifications to ensure preparedness for emergency situations during lessons.
- Designed and implemented engaging lesson plans for students of varying skill levels.
- Maintain a positive attitude and promoting fun learning for swimmers to build confidence.
- Addressed behavioral issues promptly using a fair and consistent approach, fostering a respectful learning environment for all participants.
Education
Bachelor of Science - Psychology
San Jose State University
San Jose, CA2025
Associate of Arts - Social Sciences
Ohlone College
Fremont, CAAssociate of Arts - Human Development
Ohlone College
Fremont, CAHigh School Diploma -
Washington High School
Fremont, CA06-2018
Skills
- Team leadership
- Multitasking and organization
- Critical thinking
- Reliable and responsible
- Problem-solving
- Customer service management
- Policy and procedure enforcement
- Spanish speaker (medium)
- Goal oriented
- Employee training and development
Timeline
Service Manager
Smart And Final
12.2025 - Current
Cashier
Smart And Final
01.2022 - Current
Member Service Representative
American Swim Academy
12.2021 - 07.2022
Deck Manager/Swim Instructor
American Swim Academy
12.2018 - 07.2022
Bachelor of Science - Psychology
San Jose State University
Associate of Arts - Social Sciences
Ohlone College
Associate of Arts - Human Development
Ohlone College
High School Diploma -
Washington High School