Esmeralda Ibarra
Harlingen
Summary
Customer service professional specializing in team leadership and training. Demonstrated success in mentoring staff and implementing best practices that improve service delivery and enhance customer satisfaction. Skilled in analyzing performance data to foster continuous improvement and effectively resolve complex customer issues.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
Advanced Call Center
Harlingen
03.2024 - 05.2026
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Developed best practices for customer service interactions and escalations.
- Collaborated with cross-functional teams to enhance service delivery standards.
- Led training sessions for new staff on call center protocols.
- Mentored junior staff to improve their problem-solving skills and confidence.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Investigated customer complaints to identify root causes and implemented corrective action plans for resolution.
- Analyzed team performance data to identify areas for improvement.
Quality Assurance Specialist
MOHELA
Chesterfield
03.2023 - 01.2024
- Performed routine audits and quality assurance reviews to test operational processes.
- Trained and mentored new quality assurance specialists on quality assurance processes and procedures.
- Reviewed procedures for accuracy and completeness; developed and implemented new procedures to enhance operational standards.
- Utilized quality monitoring data management system to compile and track team and individual performance metrics, facilitating data-driven decisions.
- Identified and recommended improvements in processes or workflows, contributing to enhanced quality assurance practices.
- Ensured all products met customer requirements prior to release.
- Updated quality assurance records to reflect inspection results and corrective action reports.
- Regularly meets with the Quality Assurance Supervisors to remain updated on individual department process and procedures.
- Communicated audit and quality review results and recommendations through written reports and face-to-face meetings.
Advisor I, Advisor II, Solutions Center Specialist
Nelnet
Lincoln
01.2022 - 02.2023
- Resolved customer complaints and inquiries promptly to enhance overall service experience.
- Delivered customer service that consistently met satisfaction standards.
CUSTOMER SERVICE REPRESENTATIVEAdvisor
Advanced Call Center
Harlingen
07.2021 - 10.2021
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Cultivated customer relationships and loyalty through proactive and effective communication.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Collaborated with departments to streamline processes for accurate and timely delivery of solutions.
- Gathered information from customers regarding their needs and preferences in order to provide tailored solutions.
- Collected and communicated customer feedback to enhance products and services across departments.
- Managed multiple tasks simultaneously while maintaining accuracy of work performed.
- Designed training materials for new employees on the company's products and services.
- Tracked overdue payments and initiated follow ups with customers for timely receipt of funds.
- Collaborated with accounting department to ensure accurate recording of payments in books of accounts.
- Adhered to established protocols while handling sensitive information such as bank details.
- Conducted extensive research on customer credit status prior to issuing payments.
- Maintained organized records detailing all aspects of each investigation conducted.
- Identified suspicious financial transactions utilizing data analytics and investigative skills.
- Coordinated with external auditors on compliance reviews relating to fraud policies and procedures.
- Analyzed financial documents to identify discrepancies and irregularities.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite.
- Developed departmental objectives, budgets, policies, procedures and strategies.
Court Appointed Special Advocate
Casa of Cameron and Willacy Counties
Brownsville
10.2020 - 07.2021
- Serve as liaisons between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors, and other contacts, to help children who face problems such as disabilities, abuse, or poverty.
- Address legal issues, such as child abuse and discipline, assisting with hearings and providing testimony to inform custody arrangements.
- Interview clients individually, in families, or in groups, assessing their situations, capabilities, and problems, to determine what services are required to meet their needs.
- Developed and reviewed tailored service plans with clients, conducting follow-ups to evaluate effectiveness and ensure satisfaction with services provided.
- Consulted with parents, teachers, and other school personnel to identify root causes of truancy and misbehavior, implementing targeted solutions for improved student outcomes.
- Maintain case history records and prepare reports.
- Arrange support services, including child care and job training, to assist families facing difficulties.
- Recommend temporary foster care and advise foster or adoptive parents.
- Evaluate personal characteristics and home conditions of foster home or adoption applicants.
Education
Bachelor of Arts (B.A.) - Applied Psychology
University of Arizona Global Campus
Chandler, AZ05-2021
Skills
- Quality assurance
- Test case development
- Customer relationship management
- Client engagement
- Knowledge transfer
- Problem solving
- Strong analytical skills
- Decision-making
- Issue research
- Effective communication
- Excellent communication
- Interpersonal skills
- Conflict resolution
- Problem-solving abilities
- Content creation
Volunteer Experience
Court Appointed Special Advocate, Casa of Cameron and Willacy Counties, Brownsville, TX, 10/01/20, 07/31/21, Interview clients individually, in families, or in groups, assessing their situations, capabilities, and problems, to determine what services are required to meet their needs., Serve as liaisons between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors, and other contacts, to help children who face problems such as disabilities, abuse, or poverty., Maintain case history records and prepare reports., Consult with parents, teachers, and other school personnel to determine causes of problems such as truancy and misbehavior, and to implement solutions., Address legal issues, such as child abuse and discipline, assisting with hearings and providing testimony to inform custody arrangements., Develop and review service plans in consultation with clients, and perform follow-ups assessing the quantity and quality of services provided., Provide, find, or arrange for support services, such as child care, homemaker service, prenatal care, substance abuse treatment, job training, counseling, or parenting classes, to prevent more serious problems from developing., Recommend temporary foster care and advise foster or adoptive parents., Evaluate personal characteristics and home conditions of foster home or adoption applicants.
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Subject Matter Expert
Advanced Call Center
03.2024 - 05.2026
Quality Assurance Specialist
MOHELA
03.2023 - 01.2024
Advisor I, Advisor II, Solutions Center Specialist
Nelnet
01.2022 - 02.2023
CUSTOMER SERVICE REPRESENTATIVEAdvisor
Advanced Call Center
07.2021 - 10.2021
Court Appointed Special Advocate
Casa of Cameron and Willacy Counties
10.2020 - 07.2021
Bachelor of Arts (B.A.) - Applied Psychology
University of Arizona Global Campus