Tracy Espinoza
San Antonio,TX
Summary
Over 10 years of customer service experience. Detail-oriented individual with the ability to multi-task. Strong oral and written communication skills in any field. Excellent interpersonal and organizational skills. Innovative and creative in developing new ideas and adapting to changing environments. Ability to work independently under minimum supervision and a team player.
Overview
24
24
years of professional experience
Work History
License & Permit Specialist IV (Court Hearing Officer)
Texas Department of Public Safety
01.2013 - Current
- Performs highly complex license, permitting and customer service work
- Work involves ensuring the compliance of applicable policies, administrative codes and statues: communicating with external and internal customers; and approving licenses and permits pertaining to driver license and commercial driver license laws and procedures
- Processed renewals, replacements, and modified drivers’ licenses
- Processed original drivers’ licenses for new residents of TEXAS and for first time applicants
- Administered and graded applicants for their DL test as well as CDLS
- Audited other cash on a monthly basis
- Stayed up-to-date on Texas laws and licensing requirements to complete accurate and efficient reviews.
- Traveled to Municipal and Justice of the Peace court and would represent the State of Texas as a hearing officer to advise the court weather an individual should be allowed to keep their driver license or have it suspended
- Interviewed applicants for home bounds and set up appointments to go out and conduct the transaction.
- Conducted thorough reviews of permit applications for compliance with local, state, and federal regulations, ensuring public safety.
Member Service Specialist
FirstMark Credit Union
10.2010 - 12.2012
- Streamlined account management processes for increased efficiency and accuracy in handling member accounts.
- Processed withdrawals, deposits, payments, and transfers for members over the phone
- Handling steady phone traffic
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Problem solving
- Accounting assistance
- Researched disputes on accounts
- Emailed members back
- Clerical duties
- Data entry.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
Exceptions Clerk
ACS Inc.
03.2009 - 03.2010
- Research Child Support payment and posted payments
- Reduced processing errors by diligently reviewing financial transactions for accuracy and compliance.
- Worked with counties throughout the state of TEXAS to set up child support cases.
- Enhanced customer satisfaction by resolving discrepancies and exceptions in client accounts.
Customer Service Specialist
United Health Group
09.2007 - 08.2009
- Enhanced customer satisfaction by resolving issues promptly
- Conducted thorough research to address complex customer issues, ensuring complete resolution within specified timeframes.
- Advise claim status for HMO and PPO services.
Member Service Specialist, Teller
San Antonio Federal Credit Union
02.2002 - 03.2005
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Resolved complex issues with tailored solutions, ensuring positive outcomes for both members and the organization.
- Implemented effective strategies to upsell products and services, leading to increased revenue generation for the organization.
- Organized successful member events that enhanced engagement and showcased the value of membership benefits.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
Head Cashier Supervisor
Sam's Club
10.1999 - 02.2002
- Accounting duties such as making daily deposits and ordering change for store
- Balancing cashier drawers.
- Increased customer satisfaction by addressing and resolving customer issues promptly and professionally.
- Streamlined checkout processes for faster transactions, resulting in shorter wait times for customers.
- Reduced shrinkage with diligent monitoring of cash handling procedures and regular audits.
- Managed a team of cashiers, ensuring proper scheduling, breaks, and coverage during peak hours.
- Maintained accurate records of all transactions, reconciling discrepancies in daily sales reports.
- Ensured a clean and organized work environment by enforcing strict policies on cleanliness and orderliness at the registers.
- Conducted regular performance evaluations for cashiers, providing constructive feedback to help them grow professionally.
- Mentored new hires by demonstrating best practices in customer service and cashiering techniques.
Education
Business Management, BA - Business Management
Texas A&M University San Antonio
San Antonio, TX08.2023
Associate of Arts - Business Administration And Management
Palo Alto College
San Antonio05.2020
San Antonio College
01.2010
Skills
- Microsoft Word, Excel, Outlook, PowerPoint
- 10 keys by touch and sight
- 55 wpm
- Data Entry
- Customer Relations
- Account Auditing
- Financial Transactions
- Computer Proficiency
- Banking Knowledge
- Attention to Detail
- Software Applications
- Interpersonal Skills
- Confidentiality Handling
- Organizational Skills
- Adaptability
- Multi-tasking
Languages
Spanish
Limited Working
Timeline
License & Permit Specialist IV (Court Hearing Officer)
Texas Department of Public Safety
01.2013 - Current
Member Service Specialist
FirstMark Credit Union
10.2010 - 12.2012
Exceptions Clerk
ACS Inc.
03.2009 - 03.2010
Customer Service Specialist
United Health Group
09.2007 - 08.2009
Member Service Specialist, Teller
San Antonio Federal Credit Union
02.2002 - 03.2005
Head Cashier Supervisor
Sam's Club
10.1999 - 02.2002
Business Management, BA - Business Management
Texas A&M University San Antonio
Associate of Arts - Business Administration And Management
Palo Alto College
San Antonio College
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