Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sylvianna Esquibel

Albuquerque,NM

Summary

Dynamic Customer Service Manager with a proven track record at Smiths Food And Drug, enhancing customer satisfaction through effective complaint resolution and team leadership. Skilled in cash handling and analytical problem-solving, I fostered a collaborative environment that boosted repeat business and streamlined operations, achieving significant improvements in service delivery.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

8
8
years of professional experience

Work History

CSM (customer Service Manager)

Smiths Food And Drug
04.2024 - Current
  • Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Increased customer satisfaction by efficiently managing cashier transactions and addressing customer concerns.
  • Resolved customer complaints quickly to maintain customer satisfaction.
  • Built positive relationships with customers to increase repeat business.
  • Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
  • Assisted customers in need to promote pleasant shopping experiences and encourage return business.
  • Reduced cash discrepancies by consistently monitoring cash registers and conducting periodic audits.
  • Monitored inventory to keep store stocked with necessary items and avoid running out of in-demand products.
  • Resolved escalated customer complaints in a professional manner, maintaining positive brand reputation.
  • Monitored areas for security issues and safety hazards.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Developed cashier schedules to maintain adequate staffing levels during peak hours, maximizing efficiency of operations.
  • Promoted a safe working environment with thorough adherence to company policies and safety protocols.
  • Implemented loss prevention measures to mitigate theft incidents at the register area.
  • Coordinated promotional price changes, ensuring accurate pricing information at the register level.
  • Collected valuable feedback from customers regarding their shopping experience, identifying areas for improvement and implementing necessary changes to enhance overall satisfaction.
  • Established strong rapport with customers, fostering loyalty and repeat business through exceptional service.
  • Maximized store sales by cross-selling additional products during checkout.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Implemented strict loss prevention protocols, effectively minimizing shrinkage and theft incidents.
  • Boosted sales of promotional items with strategic placement and informative cashier-customer interactions.
  • Fostered team-oriented environment, encouraging collaboration and support among cashiers.
  • Collaborated with security team to design and implement comprehensive emergency response plan.
  • Streamlined check-out process, significantly reducing customer wait times by training staff on advanced POS systems.
  • Oversaw daily operations of cashier department, ensuring compliance with company policies and procedures.
  • Conducted regular training sessions for cashiers on customer service excellence, enhancing overall shopping experience.
  • Organized charitable events at store, strengthening community relations and enhancing brand image.
  • Enhanced security measures, reducing instances of fraud at point of sale.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Launched quality assurance practices for each phase of development
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Managed senior-level personnel working in marketing and sales capacities.

Manager

ThunderBird Estates Sales
02.2021 - 04.2024
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Improved marketing to attract new customers and promote business.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
  • Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
  • Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
  • Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
  • Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
  • Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
  • Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
  • Organized professional development programs for staff, leading to improved performance and skill sets.
  • Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Improved safety procedures to create safe working conditions for workers.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Developed detailed plans based on broad guidance and direction.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.

Sleep Technician

Dr. Ramasamy
06.2017 - 09.2022
  • Conducted follow-up consultations with patients post-treatment, assessing progress made toward achieving desired outcomes.
  • Optimized study results by troubleshooting technical issues with polysomnography equipment as needed.
  • Evaluated the efficacy of prescribed treatments for patients, adjusting care plans as necessary to optimize results and overall wellbeing.
  • Improved patient comfort by effectively setting up and calibrating sleep monitoring equipment.
  • Maintained strict confidentiality of patient information, ensuring compliance with HIPAA regulations and safeguarding sensitive medical data.
  • Assisted in training new Sleep Technicians, sharing best practices and industry knowledge for improved patient outcomes.
  • Collaborated with multidisciplinary teams to develop customized treatment plans for patients with sleep disorders.
  • Provided exceptional patient care throughout all stages of the diagnostic process, ensuring a positive experience for each individual.
  • Coordinated scheduling for both overnight and daytime sleep studies, maximizing resources while minimizing wait times for patients seeking appointments.
  • Regularly participated in continuing education opportunities to remain knowledgeable about latest research findings related to the diagnosis and treatment of sleep disorders.
  • Ensured compliance with all regulatory guidelines governing the practice of Sleep Medicine in accordance with professional standards and state/federal regulations.
  • Streamlined workflow processes, enhancing overall efficiency within the sleep lab team.
  • Demonstrated exceptional problem-solving skills in addressing complex sleep disorders, utilizing a comprehensive approach to identify root causes and develop effective interventions.
  • Educated patients on various treatment options, providing them with the necessary information to make informed decisions about their care.
  • Conducted comprehensive patient evaluations, obtaining accurate medical histories and identifying potential sleep-related issues.
  • Contributed to ongoing research initiatives in the field of sleep medicine, staying current on emerging trends and advancements in technology.
  • Enhanced diagnostic accuracy through meticulous data collection and analysis of sleep studies.
  • Maintained a clean and safe sleep lab environment, adhering to strict infection control protocols for optimal patient care.
  • Delivered timely and accurate documentation of study findings, facilitating seamless communication among healthcare providers involved in patient care.
  • Developed strong rapport with referring physicians, fostering collaborative relationships that ultimately benefited patient care outcomes.
  • Cleaned and sterilized instruments, equipment and surfaces.
  • Monitored patient vital signs, lab results and other indicators of health.
  • Maintained accurate patient charts and medical records.
  • Cared for patients by providing personal assistance and ambulation.
  • Educated patients about procedures, answered questions, and provided comforting words to control anxiety and enhance procedure results.
  • Utilized medical software to document and track patient progress.
  • Participated in hospital and clinic staff meetings to discuss patient care.
  • Operated and maintained medical equipment used to diagnose and treat patients.
  • Advised patients and families on health topics pertinent to care and treatment.
  • Performed diagnostic tests and reported results to healthcare providers.
  • Evaluated patient histories and medical records for accuracy and completeness.
  • Gathered, charted, and analyzed patient history data and discussed key points with clinicians.
  • Instructed patients in at-home care and continued treatments.
  • Monitored patients during surgeries and identified specific response patterns.
  • Called patients post-procedure to inquire about status, recovery and questions.
  • Triaged patients in office or by phone to assess severity of conditions.
  • Assisted physicians in diagnosis and treatment of patients.
  • Educated patients and caregivers on proper ways to use breathing apparatuses at home.

Education

Associate of Science - Polysomnographic Technician

Kingsborough Community College
Brooklyn, NY
06.

Polysomnographic Technician

Kingsborough Community College
Brooklyn, NY
03-2017

Skills

  • Customer service excellence
  • Analytical problem-solving
  • Proficient in Microsoft Outlook
  • Client-oriented
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Training and mentoring
  • Decision-making
  • Excellent time management skills
  • Cash handling
  • Adherence to high customer service standards
  • Exceptional interpersonal communication
  • Complaint resolution
  • Team building and leadership
  • Effective workflow management
  • Exceptional telephone etiquette
  • Conflict resolution techniques
  • Relationship building
  • Quality assurance
  • Handling escalations
  • Issue resolution
  • Staff training
  • Positive and constructive feedback
  • Schedule management
  • Deadline oriented
  • Product knowledge
  • Training and coaching
  • Conflict management
  • Staff management
  • Meticulous attention to detail
  • Work prioritization
  • Call monitoring
  • Sales proficiency
  • Sales promotion
  • Product and service solutions
  • Sales expertise
  • Verbal and written communication
  • Team building
  • Management of remote employees
  • Focused on customer satisfaction

Timeline

CSM (customer Service Manager)

Smiths Food And Drug
04.2024 - Current

Manager

ThunderBird Estates Sales
02.2021 - 04.2024

Sleep Technician

Dr. Ramasamy
06.2017 - 09.2022

Associate of Science - Polysomnographic Technician

Kingsborough Community College

Polysomnographic Technician

Kingsborough Community College

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Sylvianna Esquibel