Esperanza Jaramillo
Albuquerque
Summary
.
Overview
11
11
years of professional experience
Work History
Customer Experience Professional
Lowes Home Improvment
06.2018 - Current
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Documented customer interactions in internal database to maintain customer service history details.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
Customer Retention Agent
Sitel
08.2015 - 04.2018
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
Waitress/Server
Bubba's 33
04.2015 - 07.2015
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
Crew Leader
Sweet Tomatoes
06.2014 - 02.2015
- Trained employees in time management and proper ways to complete job duties.
- Monitored team members to verify work quality and address concerns.
- Pitched in to help with various job tasks, fill in for sick employees and complete projects.
Education
High School Diploma -
Grants High School
Grants, NM05.2013
Skills
- Understanding Customer Needs
- Customer Loyalty
- High-Volume Environments
- Performance Goals
- Escalated Call Handling
- Call Control
Timeline
Customer Experience Professional
Lowes Home Improvment
06.2018 - Current
Customer Retention Agent
Sitel
08.2015 - 04.2018
Waitress/Server
Bubba's 33
04.2015 - 07.2015
Crew Leader
Sweet Tomatoes
06.2014 - 02.2015
High School Diploma -
Grants High School