Felicity Espino
Denver,CO
Summary
Customer service and operations professional with leadership experience managing daily business functions, staff scheduling, budgeting, inventory control, and customer support. Bilingual in English and Spanish, with strong communication, time management, and administrative skills that support efficient service delivery and positive customer experiences.
Overview
2027
2027
years of professional experience
Work History
General Manager II
Sodexo
Lakewood, co
06.2016 - Current
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Guided management and supervisory staff to promote smooth operations.
- Coordinated staff schedules, recruitment efforts, and frontline training to enhance team readiness.
- Analyzed budgets, invoices, and purchasing needs to optimize location spending.
- Oversaw inventory control, ordering, and vendor coordination.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Addressed customer complaints promptly to ensure satisfaction while maintaining high quality standards of service delivery.
PBX Operator/Dispatcher
St. Anthony Hospital/ All Star/Sodexo
Lakewood, CO
06.2016 - Current
- Monitored emergency lines, following hospital communication procedures during urgent situations.
- Operated multi-line telephone system to answer incoming calls and direct callers to specific destinations based on their needs.
- Answered high-volume hospital calls for St. Anthony Hospital, routing patients and staff.
- Coordinated paging requests, ensuring timely communication of messages to nurses, physicians, and support teams.
- Troubleshot basic technical issues related to phone systems and reported any major problems immediately.
- Managed multiple tasks simultaneously while maintaining a high level of accuracy.
- Provided training and coaching to new PBX operators.
- Escalated complex customer service issues to management when necessary.
- Identified and implemented process improvements to enhance customer satisfaction.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Created and managed schedules for hospital transport and support staff to optimize service delivery. routes for hospital transport and support staff.
Food Vendor
Owner
Denver, CO
08.2011 - Current
- Prepared and cooked food to customer specifications.
- Monitored food quality daily, ensuring adherence to freshness and taste standards.
- Followed food safety rules and sanitation practices during preparation and sales.
- Observed food preparation procedures outlined by food safety regulations and company policy to prevent distribution of contaminated products.
- Created menus, recipes, and pricing structures to enhance food offerings and align with customer preferences.
- Handled customer orders with friendly service and clear communication.
- Provided excellent customer service during transactions.
- Collected payments and managed cash transactions during busy service periods.
- Worked well within budget while incorporating high-quality ingredients to improve food quality.
- Researched high foot-traffic areas to maximize profits during peak hours of operation.
- Explained products and prices to customers, demonstrating use of products.
- Established product displays to attract customer interest. and displayed sample merchandise at festivals and community events to boost sales.
Front Desk Receptionist
- Welcomed visitors at the front desk and guided them to appropriate personnel.
- Directed incoming calls to appropriate departments or personnel to ensure timely communication.
- Answered incoming calls, redirected callers to appropriate personnel or department, and took messages.
- Scheduled interviews for potential employees to assess skills and qualifications for programs.
- Assisted Human Resource Coordinators in recruitment and selection criteria to ensure conformance to professional, agency guidelines to fill open job orders
- Entered all new applicant information into the database for access by human resource coordinators to track active client status
- Performed data entry into computer systems to maintain accurate records of customer information.
- Supported administrative tasks by organizing documents, photocopying, and scanning materials efficiently.
Research Associate
- Executed healthcare surveys for government agencies, hospitals, and private practices to assess service quality.
- Facilitated large-scale customer satisfaction research projects to gather actionable insights.
- Translated and completed healthcare surveys for Spanish-speaking clients to ensure accessibility and inclusivity.
Dispatcher/Customer Service Representative
- Coordinated dispatch of service technicians for installation, service, and repair of billiard tables, ensuring timely completion and customer satisfaction
- Reviewed and prioritized work orders, addressing customer complaints to enhance service quality and resolution efficiency
- Scheduled orders based on urgency, optimizing technician availability and response times
- Applied principles of customer service to enhance client interactions
Education
High School Diploma -
Great Basin High School
Clearfield, UTC.N.A/ Home Health Aide -
Clearfield Job Corps
Clearfield, UTSkills
- Budget management and development
- P&L oversight
- Cost control strategies
- Financial acumen
- Operational reporting
- Performance improvement initiatives
- Process optimization
- Strategic planning
- Staff scheduling and coordination
- Recruitment and training
- Team leadership and supervision
- Staff motivation and development
- Effective communication skills
- Customer service excellence
- Customer experience management
- Attention to detail
- Decision making skills
- Time management expertise
- Deadline orientation
- Customer service
- Customer experience management
- Attention to detail
- Decision making
- Time management
- Deadline oriented
- Account management
- Staff development
- Account management
Summary of Qualifications
being fluent in English and Spanish
Timeline
General Manager II
Sodexo
06.2016 - Current
PBX Operator/Dispatcher
St. Anthony Hospital/ All Star/Sodexo
06.2016 - Current
Food Vendor
Owner
08.2011 - Current
Front Desk Receptionist
Research Associate
Dispatcher/Customer Service Representative
High School Diploma -
Great Basin High School
C.N.A/ Home Health Aide -
Clearfield Job Corps