Jessica Espinoza
Weyers Cave
Summary
Dynamic professional with a proven track record in customer service and sales, notably at Pam Ritchie State Farm. Excelled in building customer relationships and achieving sales targets through empathy, active listening, and expert knowledge in Salesforce CRM. Bilingual in English and Spanish, demonstrating exceptional communication skills and a 100% commitment to customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Pam Ritchie State Farm
09.2020 - Current
- Started in customer service and moved up into sales - Auto, Home, Life and Health.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in and walk in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Managed outbound calls to customers to provide information about products and services.
- Scheduled appointments and follow-up calls as needed.
Front Desk Receptionist
Microtel Hotel
06.2020 - 08.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Performed manual labor and random jobs to help teams accomplish goals.
Lead Associate - Shift Manager
Dollar General Store
07.2014 - 06.2020
- Built strong relationships with customers through positive attitude and attentive response.
- Unloaded, sorted and stocked merchandise.
- Performed inventory control, such as counting, and stocking merchandise.
- Greeted customers and directed to requested products.
- Organized and maintained stockroom.
- Greeted customers entering store and responded promptly to customer needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Trained new team members.
Education
No Degree - Transfer Degree
Blue Ridge Community College
Weyers Cave, VAHigh School Diploma -
Fort Defiance High School
Fort Defiance, VA06-2013
Skills
- Customer service
- Call center experience
- Time management
- Empathy and patience
- Active listening
- Verbal and written communication
- Email communication
- Billing
- Upselling techniques
- Call logging
- Microsoft office
- Salesforce CRM
- Direct sales
- English and Spanish 100% fluency
Certification
- VA Driver's License
- Life and Health Insurance License - VA Department of Insurance.
- Licensed Insurance {Property & Casualty - VA Department of Insurance.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Interests
- I enjoy helping others
- Music
- Gym Workouts
- Dancing
- Baking
- I like trying new recipes and food trends
- Road Trips
- Food Tourism
Timeline
Customer Care Representative
Pam Ritchie State Farm
09.2020 - Current
Front Desk Receptionist
Microtel Hotel
06.2020 - 08.2020
Lead Associate - Shift Manager
Dollar General Store
07.2014 - 06.2020
No Degree - Transfer Degree
Blue Ridge Community College
High School Diploma -
Fort Defiance High School
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