ROBERT ESPARZA
Cosmetolgetist
Austin,TX
Summary
Certified Hairstylist with extensive customer service background. Successful at exceeding salon product sales goals through persuasive client consultations. Motivated by love of aesthetic improvement and desire for customer satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Cosmetologist
MFX Salons
Austin, TX
05.2023 - Current
- Executed and ensured the highest level of customer service and satisfaction to every salon client
- An educator for new hire apprentices and administrated orientation training for chair side etiquette and salon practices
- Fulfilled thorough consultation skills throughout duration of services to ensure clients satisfaction is completely met
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Educated clients on proper hair care techniques to promote healthier hair between appointments.
Retention Specialist
Hippo Insurance Services
Austin, TX
11.2022 - 05.2023
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Evaluated current customer retention strategies and recommended improvements.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
Billing Support Specialist
Hippo Insurance Services
Austin, TX
06.2021 - 11.2022
- Daily work included; thorough and proficient reviews of pending refunds, escrow payments, locating missing payments as well as invoicing necessary lenders
- Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and lenders.
- Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments.
- Implemented proper execution of monthly collection letters and escalation process.
- Designed and produced reports to highlight and explain collection issues and balances due, working with clients and the support department simultaneously.
- Researched portals issues related to non-payment within e-billing vendor portals.
Customer Support Representative
Hippo Insurance Services
Austin, TX
02.2021 - 06.2021
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Director of Training
Chick-fil-A
Plano, TX
11.2008 - 03.2017
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
- Coordinated cross-functional efforts to address unique challenges faced by different departments through tailored training solutions.
- Facilitated effective communication between trainees and company management, fostering open dialogue about individual progress and areas of improvement.
- Streamlined onboarding processes for new hires, ensuring a smooth integration into the company culture.
- Evaluated training effectiveness by analyzing feedback and adjusting content accordingly for optimal results.
Education
High School Diploma -
Rockwall High School
Rockwall, TXCosmetology License -
Paul Mitchel The School: Austin
Austin, TXSkills
Typing Speed
Cosmetology
Relationship building
Product knowledge
undefinedSkills Credentials
- Proficient in Microsoft Word, Excel, PowerPoint, SharePoint.
- 70 words per minute typing speed.
Timeline
Cosmetologist
MFX Salons
05.2023 - Current
Retention Specialist
Hippo Insurance Services
11.2022 - 05.2023
Billing Support Specialist
Hippo Insurance Services
06.2021 - 11.2022
Customer Support Representative
Hippo Insurance Services
02.2021 - 06.2021
Director of Training
Chick-fil-A
11.2008 - 03.2017
High School Diploma -
Rockwall High School
Cosmetology License -
Paul Mitchel The School: Austin
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