Esmeralda Fonseca

**** ******** *****

Houston, TX 77036

713-***-****

acsykj@r.postjobfree.com

December 30, 2015

To Whom It May Concern:

I would like to express my interest in the position your company is offering. I have had several years of customer service and call center experience, and feel that it has allowed me to grow and be more effective and efficient with every new opportunity that arises.

I have worked for many different industries, and different sized companies, and my flexibility has allowed me to smoothly transition into each field I enter. I like to think of myself as computer savvy, am comfortable working with Microsoft, and am a quick learner to any new software that is introduced to me. I also type over 82 WPM and have had experience taking over 100+ Incoming calls per day. Having attended an international school, I was exposed to several different cultures and all types of personalities. This allowed me to enhance my interpersonal skills when working with people. I consider myself an excellent team player, but also work effectively when given a project I must do myself.

I am available to begin immediately, and am looking forward to working for a company that will allow me to grow with it and offer opportunities that will challenge me and prove to be beneficial-and has great location!

Thank you for taking the time to consider this, and please feel free to contact me should there be any questions. I look forward to hearing from you very soon.

Respectfully yours,

Esmeralda Fonseca

Esmeralda Fonseca

7018 Hershe Street ۰ Houston, TX 77020

Phone: 713-***-**** (713-***-*****

Email: acsykj@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Starbucks Coffee Company Houston, TX 12/10 – 11/12

Shift Supervisor

● Assisted other sales associates to maximize sales and customer service through coaching,

counseling and mentoring

● Resolved all customer complaints in a manner consistent with company policy, and with

customer satisfaction in mind

● Administered all point of sale opening and closing procedures in accordance with corporate policy

● Operated cash registers and received payments from customer in cash or credit card, accurately

counts and provides change to customers as required

● Assumed responsibility for effective communication, coordination, and working relationships

between associates and management

● Followed and promote customer service and cash handling policies and procedures

Verizon Wireless Houston, TX

Customer Service Representative 7/08– 2/09

● Assisted in the administrative functions of the store including cash management and asset

protection of store inventory answered phones and customer inquiries

● Reconciled cash, bank deposits, till fund, daily financial transactions, and followed bank deposit

procedures

IRT (Asurion) Houston, TX 1/08 – 6/08

Bilingual Customer Service Representative

● Processed customer insurance claims managed Spanish speaking insurance holder policies

● Answered incoming calls regarding customer account inquiries faxed over insurance claim forms

● Arranged for shipping and receiving of customer replacement devices

CSA Travel Protection San Diego, CA 2/06 – 3/07

Customer Service Representative (Bilingual)

● Assisted in creation and maintenance of standardized inbound Spanish queue

● Answered questions regarding policy coverage processed requested policy changes for

customers

● Maintained high call volume with low hold rates

EDUCATION

Houston Community College, Houston, TX Health Information Specialist

Houston Community College, Houston, TX – Spanish

Reagan High School, Houston, TX – Diploma Awarded

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