Laura Espino
Pharr,TX
Summary
Dynamic professional with a proven track record in customer service and call center operations, notably at Heritage Power LLC. Skilled in CRM software and active listening, I significantly enhanced customer satisfaction through effective complaint handling and conflict resolution. Demonstrated ability to streamline processes and lead teams, driving improved service outcomes.
Overview
16
16
years of professional experience
Work History
CSR
Heritage Power LLC
McAllen, TX
09.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Exhibited empathy and active listening skills, leading to increased customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Veterinary Assistant
San Benito Animal Hospital
San Benito, TX
10.2022 - 11.2023
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
Cashier/ Manager
Aziz
McAllen, TX
01.2009 - 07.2011
- Streamlined inventory processes by implementing tracking systems.
- Enhanced team performance for improved customer satisfaction.
- Elevated customer experience by addressing concerns promptly.
- Enhanced team performance with appropriate training for improved customer satisfaction.
- Quickly and accurately counted drawers at start and end of each shift.
- Increased customer satisfaction by efficiently managing cashier transactions and addressing customer concerns.
Education
Veterinarian Assistant -
Animal Behavior College
California 11.2023
High School Diploma -
PSJA High
San Juan, TX12.2009
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Conflict resolution
- Payment processing
- Data entry
- Scheduling
- Call management
- Problem resolution
- Call center operations
Languages
Spanish
Native or Bilingual
Timeline
CSR
Heritage Power LLC
09.2023 - Current
Veterinary Assistant
San Benito Animal Hospital
10.2022 - 11.2023
Cashier/ Manager
Aziz
01.2009 - 07.2011
Veterinarian Assistant -
Animal Behavior College
High School Diploma -
PSJA High