MONICA ESQUIVEL
Norwalk,CA
Summary
Proven leader in customer service and sales support, I excelled at LIFE SPECIALTY COATINGS by enhancing client satisfaction and team performance. Leveraging exceptional communication and Microsoft Office skills, I led initiatives that significantly improved service delivery and problem resolution, fostering a culture of excellence and collaboration. Motivated team lead offers demonstrated success tackling various office tasks. Delivers proactive support on key administrative matters to promote productivity across departments. Recognized for organization and time management skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Front Office Team Leader
LIFE SPECIALTY COATINGS
01.2022 - Current
- Trained and mentored new team members, ensuring consistent service delivery across the front office team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Led by example through consistently maintaining excellent performance standards.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Evaluated customer service staff performance and provided constructive feedback.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Educated staff on strategies for handling difficult customers and challenging situations.
ORDER ENTRY CUSTOMER SERIVE
LIFE SPECIALTY COATINGS
03.2005 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
High School Diploma -
Norwalk High School
Norwalk, CA06.1997
Skills
- Sales Support
- Customer service expertise
- Exceptional communication
- Workflow oversight
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking and Organization
- Problem-solving abilities
- Reliability
- Team Leadership
- Decision-Making
- Phone and Email Etiquette
- Microsoft Office
- Handling Complaints
- Staff Training
Timeline
Front Office Team Leader
LIFE SPECIALTY COATINGS
01.2022 - Current
ORDER ENTRY CUSTOMER SERIVE
LIFE SPECIALTY COATINGS
03.2005 - 01.2022
High School Diploma -
Norwalk High School
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