ESTEBAN BOHORQUEZ
Customer Service
Loiza,Puerto Rico
Summary
Dependable Customer Service Specialist successful providing fast, high-quality customer service to guests in restaurant settings. Adaptable professional with expertise in personnel development, team collaboration, and resolving issues with customers, waitstaff and management. Bilingual communicator proficient in English and Spanish to effectively assist a diverse customer base. Solid experience in anticipating customer needs, resolving issues, and managing complaints with tact and efficiency.
Highly organized and dependable, capable of handling multiple priorities and adapting to changing environments.
A proactive team player with a positive attitude, known for embracing additional responsibilities to meet collective goals.
Detail-oriented and skilled in managing concurrent projects with a sharp focus on accuracy and quality. -
Motivated and engaging customer service specialist with a flexible and upbeat demeanor, ensuring delightful customer experiences.
Entrepreneurial background, bringing a unique blend of business acumen to enhance service delivery.
Overview
5
5
years of professional experience
3
3
Certification
Work History
CEO/Operations Manager, Customer Experience
Clean And Pure LLC
04.2022 - Current
- Pioneered the establishment of Clean and Pure LLC, a dynamic small business headquartered in Pittsburgh, primed for a strategic expansion into the vibrant Puerto Rican market in 2023.
- Orchestrated a diverse range of business verticals, including residential cleaning services, innovative marketing endeavors, e-commerce ventures, impactful affiliate marketing campaigns, and strategic real estate forays.
- Instrumental in devising and executing robust expansion strategies, poised to catalyze the imminent launch of franchising operations, marking a significant milestone in our growth trajectory.
- 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.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Server Shift Leader
Bottleneck Management/ City Works
01.2022 - 07.2023
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to customers, up to 300 a day successfully increasing referrals and walk-in business.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
Customer Service Specialist
Van Gogh Experience By Lighthouse Pittsburgh
10.2021 - 03.2022
- Working with people in the gallery, greeting, and engaging with customers
- Identifying the needs of clients and recommending solutions to their issues
- Processing payments and working with cash registers
- Establishing and achieving sales objectives
- Providing sales and promotion assistance to customers
- Increasing store sales by employing creative strategies
- Recommending top products
- Cleaning and restocking the store all day, both before and after it opens and closes.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
Server
Crudos Fusion
01.2021 - 10.2021
- Learned how to work in a fast paced environment
- Learned how to properly take food and drink orders and writing them down on order slips, and ensuring that tables are served properly and that all payments are collected.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Supported needs of 21- person wait staff who attended to specific needs of countless customers daily for bar restaurant with social relevancy and intentionality.
Customer Service Specialist
FunderHunt
03.2021 - 06.2021
- Sourced new loans to small business opportunities through inbound lead follow-up and outbound cold calls and emails
- Understood business owners' needs and requirements
- Routed qualified opportunities to the appropriate sales executives for further development and closure
- Close new small loans and achieve quarterly quotas
- Researched accounts, identify key players, and generate interest
- Teamed with channel partners to build trust and close deals
- Performed effective online and call demos to prospects.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
Sales Representative
Vector Marketing
08.2020 - 03.2021
- Received excellent sales training
- Booked 30+ demos weekly showing great results
- Sold over $1000 worth of Cutco Knives on my first weekend
- Sourced new lead opportunities through
- Gained familiarity quickly with the wide variety of products and their value
- Emphasized how our products would solve customer needs
- Worked as a team with colleagues to reach our goals
- Identified prospective customers, lead generation and conversion.
Driver & Bellhop
Valet, Premier Parking Systems, Shepphard's Beach Resort and John Hopkins, Children's Hospital
06.2020 - 12.2020
- greeting and welcoming guests to the establishment and offering professional valet services
- Accommodating guests by opening doors and assisting with luggage or other heavy items
- Answering guests' questions regarding local attractions, hotel amenities, and other available services
- Collecting and accurately labeling keys belonging to guests to ensure their proper return
- Parking guests' vehicles in predetermined areas within the parking lot, following all traffic laws
- Operating vehicles safely and responsibility
- Organizing and filing paperwork regarding guests' vehicles and daily transactions
Customer Service
Vertigy S.A.S
03.2019 - 05.2019
- Experience providing customer service in high-volume contact centers for public utilities and insurance companies
- An unrelenting devotion to customer service, as well as the capacity to develop productive connections, solve complex problems and earn client loyalty.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed and maintained strong relationships with customers to foster repeat business.
- Took cash and credit card payments via phone, in person, and through email.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Logistics Director
Acmun.org
10.2018 - 03.2019
- Led a team of 40+ logistics delegates
- Successfully managed to organize and host an event for 500+ delegates, from 6 different countries
- Worked and was in constant communication with the biggest convention center in the country.
- Supervised logistics functions and operations.
- Advised logistics management and structures for staffing levels to maintain adequate numbers.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
- Created and enforced detailed organization processes to increase quality and service standards.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
Marketing and Sponsorships Director
ACMUN.Org
10.2018 - 03.2019
- Successfully managed to meet the event funds' goal by getting sponsorships from companies such as Coca-Cola
- Created advertising packages for companies to sponsor us
- Led a team of 15 coworkers.
- Established goals and procedures for solicitation, funds management and disbursement.
- Determined target demographics and devised strategic marketing initiatives to reach target audiences.
- Promoted program to funders through direct appeals and special publications or online appeals.
- Managed budgets for staff operations to keep costs low and maximize profits.
- Contacted corporate representatives, government officials or community leaders to increase awareness of organizational causes and raise funds.
- Supervised logistics functions and operations.
- Provided support to commander and executive staff members.
Education
Bachelor's - Music Production
Full Sail University
Remote08.2026
None - Biology
University of South Florida
Tampa, FL12.2020
High School Diploma -
Gimnasio Cartagena
Cartagena, Colombia06.2019
Skills
- Enthusiastic and motivated Bilingual customer service advocate with experiences in several other fields such as customer service, sales and others
- Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement I’m very empathetic person,
- An active listener, and communicator I solve everything by talking
- Highly dedicated person both ethically and socially with great performance as team worker, leader spirit, motivated and extremely reliable addition
- Proficient with Microsoft Office
- Outbound/Inbound Calling
- Data Entry
- Time Management
- Event Coordination
- Excellent Communication Skills
- Medical Terminology
- Accounting and Budgeting
- Multitasking
- Leadership
- Management
- Hospitality Service Expertise
- Sales Expertise
- Operational Efficiency and Safety
- Active Listening Skills
- Reading Comprehension
- Financial Transactions
- Effective Customer Service
- Resolving Customer Issues
- Client Retention
- Loan Applications
- Customer Needs Assessments
- Information Services
- Team Meetings
- Professional Relationships
- Customer Accounts Management
- Problem Resolution
- Remote Conferencing
- Customer Relations and Communications
- Website Updating
- Website Development
- Marketing Tactics
- Online Presence Monitoring
- Producing Videos
- Online Marketing and Advertising
- Online Content Development
Accomplishments
- Supervised team of 21 staff members.
- Used Microsoft Excel to develop inventory tracking.
- Certificates to work with people with Alzheimer’s and dementia
- Co-Proprietor and Director of Clean and Pure LLC an independent cleaning company
- I’ve Built strong customer relationships throughout my years.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
Activities for Individuals Living with Alzheimer's Disease (Caregiver
Certificate) (ITK1040129)
- Mealtime with Alzheimer's and Dementia (Caregiver Certificate)
- Communicating with Individuals Living with Alzheimer's and
Dementia (Caregiver Certificate)
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Elementary
Timeline
CEO/Operations Manager, Customer Experience
Clean And Pure LLC
04.2022 - Current
Server Shift Leader
Bottleneck Management/ City Works
01.2022 - 07.2023
Customer Service Specialist
Van Gogh Experience By Lighthouse Pittsburgh
10.2021 - 03.2022
Customer Service Specialist
FunderHunt
03.2021 - 06.2021
Server
Crudos Fusion
01.2021 - 10.2021
Sales Representative
Vector Marketing
08.2020 - 03.2021
Driver & Bellhop
Valet, Premier Parking Systems, Shepphard's Beach Resort and John Hopkins, Children's Hospital
06.2020 - 12.2020
Customer Service
Vertigy S.A.S
03.2019 - 05.2019
Logistics Director
Acmun.org
10.2018 - 03.2019
Marketing and Sponsorships Director
ACMUN.Org
10.2018 - 03.2019
Bachelor's - Music Production
Full Sail University
None - Biology
University of South Florida
High School Diploma -
Gimnasio Cartagena
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