Esmeralda Espinoza-Rodriguez
Forest Park,Ga
Summary
Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
C&M Masonry
02.2019 - 06.2024
- Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
- Coordinated internally with operations and logistics to maintain knowledge of new company products
- Trained new hires on products and services, best practices and protocols to reduce process gaps
- Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor
- Mentored new employees on procedures and policies to maximize team performance.
Sales Associate
Boost Mobile Store
College Park, GA
06.2015 - 01.2019
- Set attainable daily, weekly and monthly goals and game plans for the grievance department
- Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired
- Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction
- Successfully multitasked while navigating various functions of the companies service management system
- Volunteered to handle complaints and issues for manager during busy time periods.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Sales Associate
McDonald's Restaurant
Hapeville, GA
10.2011 - 06.2015
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Conducted regular competitor analysis to stay informed about market trends, adjusting pricing strategies accordingly for optimal results.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Education
Centro Marista
Brookhaven, GaSkills
- Working efficiently within a remote setting
- Project Management
- Call Center Environments
- Problem Resolution
- Google Suite
- Excel Spreadsheet
- Microsoft Teams
- Microsoft Office
- Customer service
- 55 wpm Typing Speed
- CRM Software
- Call Documentation
- Issue and Complaint Resolution
- Customer Service
- Good communication skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Specialist
C&M Masonry
02.2019 - 06.2024
Sales Associate
Boost Mobile Store
06.2015 - 01.2019
Sales Associate
McDonald's Restaurant
10.2011 - 06.2015
Centro Marista