Jessica Esparza
Claremont
Summary
Dynamic customer service professional with extensive experience at the California Department of Public Health. Skilled in complaint resolution and data entry, I excel at enhancing customer satisfaction and fostering strong relationships. Proven ability to analyze feedback and implement improvements, ensuring operational excellence and a positive client experience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
California Department Of Public Health
Richmond
01.2023 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Hotel Reservation Specialist
Topaz Hotel Services
Oakland
01.2019 - 01.2023
- Booked room reservations by quoting current room rates for specific travel dates and entering customer information into computer system.
- Received incoming calls from customers to book reservations and responded to inquiries regarding availability, rates, and policies.
- Ensured that all customer details were accurately recorded in the reservation system.
- Verified customer credit to establish payment method for accommodations.
- Maintained updated records of guest accounts including contact information and preferences.
- Coordinated with sales team to manage group bookings.
- Provided support to front desk staff during peak hours ensuring smooth operations at all times.
- Managed customer complaints and rectified issues to complete satisfaction.
- Contacted housekeeping or maintenance staff to report room or building issues.
Office Administration Manager
DB Service Center
Anaheim
10.2020 - 12.2022
- Executed comprehensive opening, closing, and shift change functions to uphold operational standards daily.
- Assisted with onboarding processes and maintained accurate employee records.
- Negotiated vendor contracts to secure optimal terms and pricing.
- Resolved customer inquiries swiftly via phone and email communication.
- Filtered emails by priority and escalated significant issues to leadership.
- Answered incoming calls professionally and directed callers to appropriate personnel.
- Organized filing systems for efficient document retrieval and maintenance.
- Managed accounts payable and receivable, ensuring timely invoicing and payment processing.
Student Support Assistant
Azusa Unified School District
Azusa
08.2012 - 06.2019
- Collaborated with other departments within the school to ensure that all resources are available to meet the needs of each individual student.
- Acted as a liaison between students and faculty, facilitating communication and understanding.
- Helped develop programs aimed at promoting positive behavior among students.
- Provided guidance to students who were experiencing personal problems or difficulties at home.
- Collaborated with teachers to develop individual learning plans for struggling students.
- Supported classroom teacher in managing a diverse classroom of students.
- Supervised children and participated with children in activities.
- Set up and assisted with audiovisual equipment operation.
- Organized student files and maintained accurate records of student information.
- Helped students master assignments and reinforced learning concepts presented by teachers.
In-Home Nanny
Meaghan Prendergast
Claremont
07.2008 - 08.2018
- Coordinated playdates and social interactions to encourage positive social development.
- Ensured physical and social well-being of each child.
- Provided a safe environment in the home by adhering to safety standards while caring for the children.
- Identified early signs of emotional and developmental problems in children to bring concerns to parents' attention.
- Organized age-appropriate educational activities to stimulate learning and development.
- Promoted healthy eating habits by introducing nutritious snacks throughout the day.
- Engaged in after-school activities by assisting with sports practice and homework assignments.
- Implemented daily routines to foster a structured and nurturing environment.
- Provided direct-care services for children of varying ages.
- Enforced discipline in a respectful manner consistent with parental expectations.
- Maintained records of daily observations and information regarding child's activities and behavior.
- Maintained cleanliness and organization of children's living spaces and play areas.
- Transported children to school, Monitored sleep patterns, changing diapers, and preparing bottles for infants.
- Provided emotional support to infants, ensuring comfort and security.
Education
Associate of Science - Fire Science
Rio Hondo College
Whittier, CA10-2018
Skills
- Customer service
- Data entry
- Reservation management
- Complaint resolution
- Database management
- Customer feedback analysis
Affiliations
Spending time with Family
Hiking
Certification
- CPR/First Aid Certified First Responder
Languages
English
Professional
Spanish
Limited
Timeline
Customer Service Representative
California Department Of Public Health
01.2023 - Current
Office Administration Manager
DB Service Center
10.2020 - 12.2022
Hotel Reservation Specialist
Topaz Hotel Services
01.2019 - 01.2023
Student Support Assistant
Azusa Unified School District
08.2012 - 06.2019
In-Home Nanny
Meaghan Prendergast
07.2008 - 08.2018
Associate of Science - Fire Science
Rio Hondo College
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