Esmeralda Cardona

• Delivered exceptional customer service through direct communication with clients and team members.
• Responded to public inquiries regarding city services and events, fostering community engagement.
• Maintained accurate electronic and manual filing systems, ensuring easy access to essential documents and records.
• Organized and processed various documents, streamlining communication and information flow among team members.
• Collaborated with team members to enhance administrative workflows and procedures.
• Managed daily office operations while providing efficient administrative support.
• Resolved customer complaints promptly, enhancing client satisfaction and fostering loyalty.
• Troubleshot office equipment and software issues to maintain operational continuity.

• Facilitated seasonal operations in new call center, enhancing support for waitlisted customers.
• Conducted outbound calls to follow up on customer wait listings, ensuring timely communication and customer satisfaction.
• Achieved performance targets by promoting services aligned with customer needs.
• Processed transfers, refunds, and payments efficiently.
• Assisted residents with inquiries regarding city services, providing accurate information to enhance community engagement.
• Documented customer interactions accurately within call tracking system.
• Maintained professionalism during all customer phone interactions.
• Navigated computer systems to review information and respond effectively to inquiries.

• Handled calls and emails to resolve customer inquiries about city services, enhancing customer satisfaction.
• Processed payments for parking permits, facility bookings, and memberships with accuracy.
• Trained new team members on best practices and software tools, improving team efficiency and service quality.
• Collaborated with management and program coordinators to enhance service delivery effectiveness.
• Coordinated program registrations and managed class schedules, increasing program participation.
• Ensured timely reporting to supervisors on urgent matters and conflicts while managing sensitive information.
• Adhered to corporate standards in providing internal and external data.
• Volunteered in community event coordination, promoting recreational programs to boost engagement.

• Executed monthly invoicing and reconciled incoming claims under tight deadlines, ensuring accuracy and timely processing.
• Reviewed and organized contractor timesheets to ensure accurate payroll processing.
• Coordinated meetings and appointments across multiple calendars, facilitating effective communication and scheduling.
• Maintained professional demeanor while managing high call volumes as first point of contact.
• Implemented effective filing systems for quick access to project-related documentation.
• Managed office supply inventory, tracking weekly expenses for cafeteria and supplies.
• Communicated with vendors to secure timely delivery of services and materials, supporting ongoing operational needs.
• Provided comprehensive administrative support to management team and other departments.

• Managed high volume of customer orders and inquiries via phone, email, and live chat.
• Displayed positive, professional demeanor while addressing customer needs to foster trust and rapport.
• Resolved complaints per company policies, achieving high customer satisfaction and loyalty.
• Processed orders, returns, and exchanges with accurate data entry and transportation booking.
• Collaborated with sales and warehouse teams to streamline processes and improve overall customer experience.
• Utilized logistics software to monitor shipments and update clients on status changes.
• Prioritized job assignments to ensure timely completion of tasks.
• Managed inventory for monthly reconciliation of client invoicing.

• Supervised daily operations in manager's absence by effectively assigning staff tasks.
• Collaborated with other stores to meet deadlines, improving overall customer satisfaction in a fast-paced environment.
• Scheduled hitch and trailer wiring installations, optimizing booking reservations and cancellations for customer convenience.
• Coordinated repairs and maintenance on equipment, ensuring timely service based on identified needs.
• Prepared rental invoices, ensuring compliance with regulations for trucks, trailers, hitches, and storage units.
• Updated inventory data on transferred equipment, including trucks, trailers, cargo vans, and packing supplies.
• Performed weekly inventory checks on moving supplies and electronic wiring to maintain stock levels.
• Independently opened and closed store and cash registers, completing nightly bank deposits.

• Greeting all residents/families and visitors entering with a warm professional demeanor into a welcoming environment, answer all phone calls and re-routing to appropriate staff members.
• Assisted residents and families with inquiries related to marketing, management, recreation, and nursing services.
• Collaborated with healthcare professionals to support efficient daily operations.
• Ensured the safety of 180 residents, monitored meal attendance, and tracked whereabouts.
• Coordinated daily menu changes, managed reservations for residents and visitors, prepared financial reports for billing, and handled cash transactions.
• Maintain office supplies, provide security by controlling all door entries and gated parking with security system and voice intercom.
• Collaborate with team members to organize resident events and activities.
• Maintained privacy and confidentiality when filing records.
• Worked with cross-functional teams to achieve goals.

worked with nurses, doctors and EMS to help support excellent care for seniors