Jacqueline Esparza
San Antonio,TX
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Well-versed in delivering exceptional customer service while maintaining the highest level of confidentiality. Quick learner not intimidated by new challenges, responsibilities, and situations. Employs a high level of professionalism in day-to-day work, enjoys tackling challenges on an individual-basis but also thrives in hectic, customer-focused, teamwork environments. Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Benefits Counseling.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Director of Operations
Salazar Solutions, LLC
01.2011 - Current
- Responsible for managing two Government Contracts with 4,000 clients and 13 employees
- Conducts all employee training, scheduling, and monitors quality assurance
- Provides monthly reports on two government contracts
- Currently working with web design/developers to improve company’s Provides great customer service when answering high volume incoming calls and emails.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Actively participated in recruitment efforts by screening candidates during interviews.
- Coordinated facility maintenance schedules to ensure smooth operations without impacting daily tasks.
- Monitored and coordinated workflows to optimize resources.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored project deadlines closely to ensure timely completion of assignments.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Established best practices in customer service, leading to improved satisfaction rates among clients.
- Assisted in recruiting, hiring and training of team members.
- Evaluated employee performance regularly through appraisals, providing constructive feedback for professional growth.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Adult Protective Services Money Management Associate
Salazar Solutions, LLC
01.2014 - 06.2017
- Responsible for keeping up with and paying 20 clients bills and expenses
- As well as scanning and documenting all bills that have been paid
- Traveled to give clients their weekly allowances.
- Greeted customers and offered assistance for increased customer satisfaction.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Oversaw budget planning and allocation activities, optimizing financial resources to support organizational objectives efficiently.
Asst. Store Manager
Express Liquor and Emporium
05.2010 - 02.2011
- Merchandising, scheduling, daily sales reports, bank deposits, inventory control, pricing, stocking, customer service, marketing to meet day to day change in trends.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
Lead Teller Supervisor
IBC Bank
07.2007 - 12.2008
- Leadership over 6 tellers and held responsibility to supervise all money being deposited and withdrawn out of bank during on daily basis
- In charge of employee scheduling, switch board operations, handling high volume of currency at any given time, and completed all other duties requested by supervisor
- Provided great customer service and customer retention.
- Optimized workflow processes through effective communication with coworkers during peak hours.
- Developed and implemented innovative strategies to improve customer satisfaction and increase sales.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
Education
Certified Community Work Incentive Counselor - SSA Benefits
Virginia Commonwealth University
Richmond, VA07.2022
No Degree - Criminal Science
San Antonio College
San Antonio, TX05.2012
High School Diploma -
Roosevelt High School
San Antonio, TX05.2006
Skills
- Excellent time management
- Team-building
- Company development
- Leadership & management
- Company training
- Exceptional communication skills
- Service-focused attitude
- Outstanding computer skills
- Detail-oriented
- Analytical mindset
- Department Oversight
- Goal Setting
- Contract Administration
Quote
A good education is not much one which prepares a man to succeed in the world, as one which enables him to sustain a failure - Bernard Iddings Bell
References
Professional and Personal references upon request.
Certification
- Certified Community Partner Work Incentives Counselor, Social Security Administration - 7/11/2022
- Tier 1 Suitability Clearance, Social Security Administration - 1/8/2024
Timeline
Adult Protective Services Money Management Associate
Salazar Solutions, LLC
01.2014 - 06.2017
Assistant Director of Operations
Salazar Solutions, LLC
01.2011 - Current
Asst. Store Manager
Express Liquor and Emporium
05.2010 - 02.2011
Lead Teller Supervisor
IBC Bank
07.2007 - 12.2008
Certified Community Work Incentive Counselor - SSA Benefits
Virginia Commonwealth University
No Degree - Criminal Science
San Antonio College
High School Diploma -
Roosevelt High School