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
Fremont, CA
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
Fremont, CA
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
Fremont, CA
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
Fremont, CA
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