GLORIA STEPHANIE ESPINOZA
Alexandria
Summary
High-energy sales and customer relations professional well-versed in communicating with different individuals and negotiating successful solutions. Focused on offering superior support and meeting all production targets. Creative in applying robust solutions that enhance loyalty, promote retention and support revenue objectives. Skilled in leadership functions such as training and mentoring new associates.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sales Representative
My Vo Produce
Springfield
07.2023 - Current
- Conduct daily sales analysis to adjust sales strategies, and meet targets. Deal with customer needs on a daily basis. Enter data orders into our system, and review invoices before and after delivery to make sure everything is accurate.
PBX Operator
Intercontinental Hotel
Washington
03.2023 - 07.2023
- Answered guests calls with friendly and polite approach made sure to assign guest needs to the right department. Conduct daily reporting for the team and assist with front desk operations when needed.
Childcare Lead Teacher
My Baby Steps Academy
Annandale
07.2022 - 03.2023
- Provided guidance and supervision to a group of children in a safe, secure environment. Adapted teaching methods to accommodate diverse learning styles among students. Ensured all health and safety regulations were adhered to at all times.
Team Manager / Customer Service Representative
Ibex
03.2021 - 01.2022
- Answered customer inquiries via phone, email, and chat. Promoted to Team Manager due to excellent performance and experience. Deal with a group of 20+ agents, provide guidence, feedback and accurate performance plans to reach their goals. Handle attendance trackers, HR files and Client inquiries.
Quality Analyst
Sitel
06.2020 - 02.2021
- Maintained records of inspection results, test data, and other relevant information. Maintained quality assurance procedure documentation. Monitored and facilitated bug resolutions to optimize solutions for customers, and better strategies for employees. Conducted daily reporting with data analysis for client management & weekly calibration calls to ensure all the team is going on the same direction.
Team Lead / Supervisor Virtual Customer Assistant
Optical BPO
01.2018 - 06.2020
- Answered customer inquiries via phone, email, and chat. Promoted to Team Manager due to excellent performance, and experience. Deal with a group of 20+ agents, provide guidance, feedback, and accurate performance plans to reach their goals. Handle attendance trackers, HR files, and client inquiries. Assisted the client.nd implemented new techniques to make trainer smoother and dynamic.
Customer Service Representative
Sitel
11.2015 - 03.2016
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Education
College Degree - Social Communication
Central American University (UCA)
Nicaragua05.2018
Skills
- Sales analysis
- Customer relationship management
- Data entry
- Invoice accuracy
- Sales strategy development
- Lead generation
- Customer service
- Problem solving
- Time management
Certification
- Virginia Preservice Training for Child Care Staff, Penn State Better Kid Care Program, 10/01/22
- Virginia Annual Health and Safety Update Training for Child Care Staff, Penn State Better Kid Care Program, 10/01/22
- Leadership Workshop, Opticall BPO, 10/01/19
- Stairway to English Program / 780-Hour English Program, UCA, 03/01/15
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Sales Representative
My Vo Produce
07.2023 - Current
PBX Operator
Intercontinental Hotel
03.2023 - 07.2023
Childcare Lead Teacher
My Baby Steps Academy
07.2022 - 03.2023
Team Manager / Customer Service Representative
Ibex
03.2021 - 01.2022
Quality Analyst
Sitel
06.2020 - 02.2021
Team Lead / Supervisor Virtual Customer Assistant
Optical BPO
01.2018 - 06.2020
Customer Service Representative
Sitel
11.2015 - 03.2016
College Degree - Social Communication
Central American University (UCA)
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