Esperanza Morales
Belleview,FL
Summary
Accomplished and dedicated manager with 15+ years of experience in building and leading successful teams, driving operational improvements, and delivering exceptional customer service. Proficient in financial management, business administration, and inventory management.
Overview
1
1
Certification
Work History
Customer Service Call Center Management
Local Locker/White label Storage
- Company Overview: Customer Service Call Center Management for Storage Units Facilities over 50 facilities
- Enhance customer experience by resolving complex problems, promptly addressing customer concerns, and standardizing processes, increasing customer satisfaction by solving complex problems and ensuring team is equipped with the tools needed for resolutions
- Strengthen call center team of 10 members by evaluating employee performance, providing elaborate feedback, and conducting comprehensive and thorough training, improving team productivity with new approaches that would have more productive outcomes.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Member Service Representative
Campus USA Credit Union
- Consistently prioritized customer satisfaction by actively listening to their needs, resolving issues promptly, and providing clear, concise information
- I excel in adapting to various communication styles and maintaining a professional, empathetic demeanor
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Office Manager Assistant/Administrator/Collections
Fleet Services Remarketing Inc - U-Haul
- Led a team of 6 associates, achieving a consistent 10% increase in monthly sales
- Implemented a new inventory management system, reducing stock loss by 25%
- Streamlined customer service processes, resulting in a 15% improvement in customer satisfaction scores
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Skilled at working independently and collaboratively in a team environment.
Education
Associate in arts (AA) - medical office management
Kaplan University
Ocala, FLSkills
- Leadership
- Staff Training and Development
- Operations management
- Business administration
- Inventory management
- Financial and Budget Management
- Policy and Procedure Development
- Facility Management
- Planning and implementation
- Verbal & Written Communication
Certification
- Phlebotomy, Taylor University, Certification achieved in specimen processing, point of care testing, compassionate patient care, maintenance and use of equipment, record keeping and documentation, basic principles of anatomy and physiology, disease process, therapeutic communication, hazardous materials management, patient assessment, order of draw, pre-analytical variables, how to locate veins/troubleshoot hard to find veins, phlebotomy scope of practice with about 50 draws completed.
- EKG, Certification achieved in attention to details, accurately diagnose and treat patients, hand-eye coordination, people skills, physical stamina, technical abilities.
- MLO – Mortgage Loan Officer, Course Completed
- Florida Notary Public
- Payroll & HR certificate
- Real Estate License, Certification Completed
- Corporate Strategy, Coursera-University of London
- Finance for Non-Finance Professionals, Rice University
- The Future of Payment Technologies, University of Michigan-Coursera
- The Art of Negotiation, UCI-Coursera
- Critical Thinking Skills for the Professional, UC Davis-Coursera
- Communication in the 21st Century Workplace, UCI-Coursera
References
- Sandra Sisk, Manager- Fleet Services Remarketing Inc/ Owner Fashion Craving/Food Wizards Diner, 35264486014
- Lynn Mott, Manager IGA, 6314770101
- Kevin Grant, Manager IGA, 6317653040
- Frank Almeida, Real Estate/Friend, 3524272952
- Sharon Nachbar, Summerfield Campus USA-Manager, 8457424737
- Adelivette Echevarria, Teller Manager- Campus USA, 3524268913
- Brenda Double, Summerfield Campus USA- MSR2, 8144402070
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved building a strong through effectively helping with proper training.
- Collaborated with team of 10 in the development of SOPS to provide team members.
- Resolved product issue through consumer testing.
Languages
Spanish
Native or Bilingual
Timeline
- Phlebotomy, Taylor University, Certification achieved in specimen processing, point of care testing, compassionate patient care, maintenance and use of equipment, record keeping and documentation, basic principles of anatomy and physiology, disease process, therapeutic communication, hazardous materials management, patient assessment, order of draw, pre-analytical variables, how to locate veins/troubleshoot hard to find veins, phlebotomy scope of practice with about 50 draws completed.
- EKG, Certification achieved in attention to details, accurately diagnose and treat patients, hand-eye coordination, people skills, physical stamina, technical abilities.
- MLO – Mortgage Loan Officer, Course Completed
- Florida Notary Public
- Payroll & HR certificate
- Real Estate License, Certification Completed
- Corporate Strategy, Coursera-University of London
- Finance for Non-Finance Professionals, Rice University
- The Future of Payment Technologies, University of Michigan-Coursera
- The Art of Negotiation, UCI-Coursera
- Critical Thinking Skills for the Professional, UC Davis-Coursera
- Communication in the 21st Century Workplace, UCI-Coursera
Associate in arts (AA) - medical office management
Kaplan University
Customer Service Call Center Management
Local Locker/White label Storage
Member Service Representative
Campus USA Credit Union
Office Manager Assistant/Administrator/Collections
Fleet Services Remarketing Inc - U-Haul
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