BRIANNA ESPINOZA
Santa Ana
Summary
Reliable Customer Service Representative with background in managing customer complaints, process orders, and providing information about services. Strengths include strong communication skills, problem-solving abilities, and commitment to maintaining customer satisfaction. Previous responsibilities led to improved customer relationships through resolution of complex issues and delivery of timely solutions.
Overview
8
8
years of professional experience
Work History
Customer Service Collections Specialist
Veros Credit
Santa Ana, CA
04.2025 - 01.2026
- Managed customer accounts to ensure timely collection of outstanding payments.
- Resolved customer inquiries regarding billing discrepancies and payment options.
- Developed and implemented strategies to improve collections processes and reduce delinquencies.
- Manages docuware for contracts and documents. Alvaria system to manage outbound and inbound calls.
- Provided assistance regarding extensions and qualification of due date changes.
Customer Service Representative
Mechanics Bank Auto Finance
Las Vegas, NV
11.2023 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Learn CS process and new systems within the company
- Assist and lead customers to correct department with info of collections, repossessions, titles and instances
- Provide information regarding contract, interest, due dates and if affect credit. Extensions, balances, title information, maturity dates ..
Customer Care Representative
MTM Transportation
Las Vegas, NV
04.2022 - 09.2023
- Managed high inbound call volume with exceptional professionalism and efficiency
- Schedule transportation through Lyft/uber, city bus RTC system, hospital and private companies
- Navigate multiples computer systems and applications to find information
- Utilize CRM systems to accurately track customer interactions and update account information
- View insurance policies and provide information if customer qualifies for an exception of transportation
Sales Associate/ Key Holder
Claire’s
Las Vegas, NV
09.2021 - 02.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Pierce ears from ages 3 months and up
Waitress
Mariscos
Las Vegas, NV
01.2018 - 01.2021
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Share different items on menu and ingredients. Provide assistance to chef when needed
- Use cash register and portable machines for any debit or credit card transactions
Education
High School Diploma -
Odyssey Charter
Las Vegas, NV5 2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Payment processing
- Realizable and puntual
- Team player and leadership
Timeline
Customer Service Collections Specialist
Veros Credit
04.2025 - 01.2026
Customer Service Representative
Mechanics Bank Auto Finance
11.2023 - 12.2024
Customer Care Representative
MTM Transportation
04.2022 - 09.2023
Sales Associate/ Key Holder
Claire’s
09.2021 - 02.2022
Waitress
Mariscos
01.2018 - 01.2021
High School Diploma -
Odyssey Charter