Eunice Johanna Espinosa
Supervisor
Barrhead,Alberta
Summary
Professional retail leader prepared for supervisory role. Proven ability to drive sales and enhance customer satisfaction. Skilled in team collaboration, inventory management, and staff training. Adaptable to changing needs with strong focus on achieving results and fostering reliable work environment. Dynamic retail supervisor with over three years of experience in Canada, dedicated to delivering exceptional customer experiences and fostering a positive store environment. Expertise in managing diverse teams, implementing effective customer service initiatives, and ensuring operational excellence across various functions, including inventory oversight and sales tracking. Nearly nineteen years of professional experience in the Philippines spans Business Process Outsourcing (BPO), retail, and restaurant industries, with a strong track record of leading teams to achieve outstanding performance metrics in customer satisfaction and reliability. Attributes include integrity, a robust work ethic, and self-motivation, driving a commitment to contributing to organizational success while pursuing opportunities for personal and professional growth.
Overview
19
19
years of professional experience
Work History
Retail Store Supervisor
Barrhead Liquor Store
07.2022 - Current
- Supervised daily store operations, ensuring adherence to company policies and procedures.
- Trained and mentored staff on product knowledge and customer service standards.
- Training new staff and preparing employee work schedules
- Maintaining attendance records and managing employee timesheets
- Monitoring inventory levels and coordinating the procurement of stock
- Authorizing customer personal cheque payments and processing product returns
- Conducting sales transactions via cash, credit card, debit, and cheque
- Performing periodic inspections of store equipment and coordinating maintenance when necessary
- Opening and closing the store in accordance with business operating hours Preparing daily sales reports and communicating business activities to the owner
- RSLY Management Inc. People are our passion and our power. Customer Service and Merchant Service.
- Boosted store sales through effective merchandising and strategic product placement.
Team Leader
TaskUs Inc.
08.2017 - 10.2021
- Achieved consistent team performance by managing daily operations and planning. Drove team members to meet service level agreements (SLAs) and exceed key performance indicators (KPIs).
- Assisted team members in adhering to schedules and meeting deadlines. Supported organizational efforts to maintain project timelines and responsibilities. Fostered a structured environment to enhance team productivity.
- Facilitated team huddles to promote collaboration and communication. Supported team development through regular coaching sessions. Assisted in enhancing team skills and performance.
- Directed performance management initiatives and implemented creative strategies to address challenges within the team.
- At TaskUs, we promise four things: people, process, technology and transformational growth. As a progressive, new-age outsources, we are flexible, agile and quick to respond to clients' shifting needs. People are our passion and our power. Customer Service and Merchant Service.
- Led team of 1-30+ in delivering exceptional customer support and operational excellence.
- Implemented process improvements that enhanced workflow efficiency and reduced response times.
Team Manager
Express Gifts Phil
07.2016 - 07.2017
- Manage a team of advisors and ensure that they provide a high quality, customer-focused service to our customers.
- Lead, coach and develop all members of the team using performance management guidelines and hold regular 1:1 development meetings.
- Conduct team meetings to ensure proper communication on departmental performance, business priorities and other relevant information.
- Handle escalated customer enquiries or complaints efficiently.
- Manage attendance and carry out return to work interviews.
- Carry out disciplinary interviews in line with the company policy.
- Developed training programs for new staff, fostering skill development and team cohesion.
- Led team in implementing process improvements, enhancing operational efficiency and productivity.
Operations Supervisor
Wellform Human Resources & Trading Corporation
10.2013 - 03.2016
- Managed Collection operations of California, USA Health Insurances. Handle Team Leaders. Planned staffing of seats, Set and met realistic statistical targets on reliability, handling time and customer satisfaction.
- Supervised teams of Billing, Collections and Verification. Handled collectors, back-office support, verifiers and account team lead included.
- Streamlined operational processes to enhance efficiency and reduce costs.
- Developed training programs for new hires, improving onboarding experience and retention rates.
- Good management, communication and leadership skills
- Improved team performance through constant analysis, coaching and mentoring
- Effective problem solving, sales and motivational skills
- Account managing reports, managing people and with client interactions.
- BPO Collections- Call Center Business
Call Center Supervisor
Cyber City Teleservices / IQor Phils.
09.2006 - 07.2013
- Good management, communication and leadership skills
- Improved team performance through constant analysis, coaching and mentoring
- Effective problem solving, sales and motivational skills
- Operations & administrative Lead
- Tape evaluation, Buddy-up session & One on one coaching with the agent
- Agent's Scorecard & Team Performance Daily/Weekly & Monthly (Average Handling Time, Quality Assurance Rating, Sales Conversion & Client Directives)
- Training Budget
- Calibration and conference with the client
- Updates and Escalations
- New updates from client disseminated at the floor
- Order and customer service concerns escalated to clients
- Doing supervisory calls and assists agents if they have transaction concerns
- Call Center Business
Education
Bachelor of Science - Business Administration, Business Management
HOLY ANGEL UNIVERSITY
Angeles City, Philippines04-2000
Skills
- University degree - BSBA Business Management
- Language Spoken - English, Tagalog and Pampango
- Adaptability and Flexibility
- Teamwork and Collaboration
- People management, Leadership and Initiative
- Software Proficiency: Expert in Microsoft Office (Word, Excel, Outlook, PowerPoint) and Google Workspace
- Data Entry & Management: Accurate data input, database maintenance, and file management Typing and Writing Skills (30 words per minute)
- Communication: Strong verbal/written communication, professional email etiquette, and phone manners
- Organization & Time Management: Scheduling, calendar management, and prioritizing tasks
- Office Equipment Operation: Using printers, copiers, and scanners
- Attention to Detail: Ensuring accuracy in documentation and proofreading to avoid errors
- Problem-Solving & Customer Service: Handling inquiries, resolving issues, and assisting staff/clients
SEMINARS AND TRAININGS ATTENDED
- AGLC Pro Serve Certification January 2025
- “Protect, Educate, Aid Colleagues Everywhere (PEACE) Training for Leaders” March 2021
- Training: Root-Cause Analysis, Radical Candor Problem Solving and Decision Making October 2020
- Art of Coaching / Behavioral Coaching December 2018
- Leadership Training February 11-15, 2013
- CCT Call Center Supervisor Training July 2010
- Time Management October 2009
- Various Projects: Order Entry & Customer Service Trainings May 2001 – July 2013
- Motivation, A Leadership Tool May 20-21, 2006
- Frontline Leadership Training 2006
- Cyber City International School Call Center Education Program May 7-26, 2001
- Career Planning Seminar January 2000
Accomplishments
Education:
- I graduated in Holy Angel University (HAU) in Pampanga which is considered a reputable and high-quality institution and has been recognized international rankings like World University Ranking for Innovation (WURI).
- I have Educational Credential Assessment for Immigration, Refugees and Citizenship Canada under WES - World Education Services with Credential: Bachelor of Science (4 years degree).
- I pursued on independent learning English to earn CELPIP General rating 7.5.
Work:
- I won an award for “best supervisor of the year”.
- Doubled results to client deliverable by 50% resulted adding more jobs from 1 Team that consists of 10-15 agents to 3 Team for our company.
- Achieved [Best Team Performer on our Quarter Review] by completing Menu Transcriptions Task with accuracy and efficiency
Personal:
- I managed people to achieve Top/Best Team consistently in various companies.
- I sponsored my mother to come to Canada with multiple entry visitor visa.
- I purchased 2 residential property as an investment in the Philippines and collaborated the design to renovate one of them.
- I raised a daughter on my own as a single mother.
- I supported my nephew with his BSIT college tuition for him to graduate this April 2026.
Timeline
Retail Store Supervisor
Barrhead Liquor Store
07.2022 - Current
Team Leader
TaskUs Inc.
08.2017 - 10.2021
Team Manager
Express Gifts Phil
07.2016 - 07.2017
Operations Supervisor
Wellform Human Resources & Trading Corporation
10.2013 - 03.2016
Call Center Supervisor
Cyber City Teleservices / IQor Phils.
09.2006 - 07.2013
Bachelor of Science - Business Administration, Business Management
HOLY ANGEL UNIVERSITY