MONICA E. ESPARZA
Romeoville,IL
Summary
Bilingual customer service professional with experience in financial services, optical support, and client care. Known for accurate account handling, conflict resolution, and clear communication with English- and Spanish-speaking customers/patients. Trusted to train new staff, manage inquiries, and support smooth daily operations across service-focused roles.
Overview
7
7
years of professional experience
Work History
Senior Financial Services Representative
Marquette Bank
Bolingbrook, Illinois
03.2020 - 01.2024
- Trained incoming staff on service standards, core banking systems, and customer engagement practices to strengthen service quality.
- Managed 30+ new account openings while maintaining accurate customer records in line with bank policy each quarter.
- Delivered in-house financial services to elderly residents within independent housing communities.
- Resolved account concerns and routed clients to suitable branch resources for follow-up support.
- Advised Marquette Bank clients on deposit products, loan options, and full-service banking solutions.
- Coordinated timely responses to customer inquiries by phone and email to improve service workflow.
- Developed client relationships and provided tailored investment guidance aligned with individual needs.
- Partnered with wealth management advisors to support client service delivery and organizational priorities.
- Built and sustained strong client relationships through consistent communication and high-quality service.
Receptionist/Optician
JCPenney Optical
Joliet, IL
06.2017 - 03.2020
- Advanced from receptionist to optician within 4 months, by demonstrating fast skill development and reliability.
- Verified insurance details for optical visits and frame purchases, ensuring accurate billing and smooth transactions.
- Coordinated client routing to appropriate personnel for complaint resolution and account-related support.
- Managed incoming communication through a multi-line telephone system, directing calls to appropriate personnel for timely support.
- Provided detailed instructions to customers on how to adapt to new glasses, proper wear, and care requirements; enhanced overall customer satisfaction and product usage.
- Guided clients through frame options to enhance their eyewear choices and review lens options with clients.
- Adjusted frames for optimal fit on clients' faces. using hands, heat, and tools to support accurate fit.
- Captured precise facial measurements, including optical center, pupillary distance, and temple length.
- Delivered customer service, processed payments, balanced cash drawer for more than six months, and addressed guest concerns promptly.
Education
Bachelor of Science - Public Health Concentration
DePaul University
Chicago, IL, USA11-2022
Skills
- Customer service
- Conflict resolution
- Team collaboration
- Bilingual in English and Spanish
- Leadership
- Adaptable
- Ambitious
- Compassionate
References
- Sabah Akbar OD, 630.667.6926
- Thomas Troutman OD, 630.440.0419
- Adrian Ibarra, Microbiology Professor, 808.339.6969
Timeline
Senior Financial Services Representative
Marquette Bank
03.2020 - 01.2024
Receptionist/Optician
JCPenney Optical
06.2017 - 03.2020
Bachelor of Science - Public Health Concentration
DePaul University