Esmeralda Leal
Summary
Proven leader and efficient multitasker, adept in CRM software and team collaboration, significantly enhanced customer satisfaction and lead conversion rates at Luke Fruia Motors. Expert in streamlining processes and fostering team agility, demonstrated through increased service appointments and revenue growth at Candy Apple Factory and Chicken Run.
Overview
16
16
years of professional experience
Work History
Luke Fruia BDC Service Representative
Luke Fruia Motors
Brownsville, VT
04.2018 - Current
- Analyzed data from customer feedback surveys to identify areas for improvement within the BDC operation processes.
- Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
- Improved lead conversion rates by conducting thorough follow-ups and providing detailed information on available services.
- Answered incoming customer calls to solve problems, enter orders and complete follow-up procedures.
- Streamlined appointment scheduling for improved time management and increased service appointments.
- Boosted sales of additional services by effectively communicating the benefits to customers.
Manager
Candy Apple Factory
Brownsville, TX
10.2016 - 04.2018
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
Waitress/Manager
Chicken Run
Brownsville, TX
07.2008 - 10.2016
- Managed table turnover rate effectively allowing for more guests served per shift.
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
- Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
- Boosted customer retention rates with exceptional service quality, personalized interactions, and prompt resolution of complaints or concerns.
- Contributed to revenue growth through effective management of guest reservations, seating arrangements, and special event bookings.
Education
High School Diploma -
Rivera High School
Brownsville, TX06.2008
Skills
- Strong multitasking
- Goal-oriented mindset
- Call center experience
- Appointment Scheduling
- CRM software expertise
- Performance Tracking
- Follow-Up Procedures
- Goal-Oriented
- Customer Service
- Time Management
- Attention to Detail
- Team Collaboration
- Team Leadership
Timeline
Luke Fruia BDC Service Representative
Luke Fruia Motors
04.2018 - Current
Manager
Candy Apple Factory
10.2016 - 04.2018
Waitress/Manager
Chicken Run
07.2008 - 10.2016
High School Diploma -
Rivera High School