Transportation Security Service Representative

Esperanza Torrevillas

Virginia Beach, VA *****

919-***-**** adwfl3@r.postjobfree.com

PORTFOLIO

• https://trailblazer.me/id/torrevillas

• https://linkedin.com/in/torrevillas

PROFESSIONAL SUMMARY

Effective professional committed to strengthening and developing my skills in Salesforce Administration and team contribution. Self-directed and energetic with superior performance in both autonomous or collaborative environments working independently and collaborating with others on group projects. US Army veteran, honorably discharged.

SKILLS

• Administrative Specialist

• Customer Relationship Management

• Database Management

• Digital Marketing

• Ease with Computers and Technology

• Facebook Advertising

• Security Requirements Analysis

• Sales Cloud

• Salesforce Dashboards

• Salesforce Reporting Tools

• Service Cloud

• System Administration

ACCOMPLISHMENTS

Army Achievement Medal, Army Overseas Service Ribbon,Army Service Ribbon, Global War on Terrorism Service Medal, Good Conduct Medal EDUCATION

University of San Diego - San Diego, CA

The Salesforce Administrator Career Certificate, 2022 Courses: Customer Relationship Management for Business, Introduction to Salesforce Administration, Advanced Topics in Salesforce Administration, Applied Business Solutions with Salesforce.

Facebook - Coursera

Meta Social Media Marketing Certification, 2021

Introduction to Social Media Marketing, Social Media Management, Fundamentals of Social Media Advertising, Advertising with Meta, Measure and optimize Social Media Marketing Campaigns, Meta Social Media Marketing Capstone. Auburn University - Auburn, AL Bachelor of Arts

Political Science, International Relations

Relevant Coursework: Public Administration, Policy Process, Research Methods, Psychology, International Relations, Public Speaking. WORK HISTORY

THE SALESFORCE ADMINISTRATOR CAREER CERTIFICATE 04/2022 to Current UCSD Extension

Leveraged Salesforce's process automation tools to manage leads, cases, and opportunities to improve sales and customer success efficiency.

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Configured advanced reporting, dashboards, and analytical tools in Sales Lightning Cloud to measure and improve sales team performance, and meet specific stakeholder requests.

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Implemented validation rules, duplicate management, and required fields to ensure org-wide data integrity.

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Conducted business process analysis using spreadsheets and Salesforce; designed presentation to share insights and data-backed recommendations for process improvements

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CUSTOMER SERVICE REPRESENTATIVE 09/2022 to Current Geico - Virginia, VA

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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• Answered customer telephone calls promptly to avoid on-hold wait times.

• Answered constant flow of customer calls with minimal wait times. Consult with customers daily regarding insurance claims resulting in customer retention and meeting company revenue objectives.

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• Create Client/Insured profiles and leveling structure Enter and maintain Client/Insured account-specific information for active and canceled accounts

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Enter and maintain: Policy/Coverage, Premium, Carrier, Broker, and Client/Insured data

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• Enter and modify data related to partner contacts and contact information Monitors all client transactions, and advises insurers of any changes to the Insured's policy

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ASSOCIATE 08/2022 to 09/2022

Barnes & Noble College - Elizabeth City, NC

• Drive customer success outcomes by leveraging CRM and incorporating complex problem-solving, analytical thinking, and high attention to detail resulting in increasing customer growth and retention. Manage store operations, delivering over 2K time-sensitive orders and managing the end-to-end process of shipments to students.

• Increased customer satisfaction significantly within the department. Managed customer relations and customer service through daily communication and interaction.

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Promote business development by maintaining a positive customer experience and deploying marketing strategies and campaigns to drive sales.

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LEGAL OFFICE ASSISTANT

Department Of Justice, EOIR - San Francisco, CA

• Answered legal phone calls and scheduled intakes for potential clients

• Drafted and received client correspondence as directed Handled office scheduling and made notes for deadlines, motions, and other important dates for an Immigration Court Judge

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• Kept abreast of legislative and policy changes that may affect immigration

• Monitored all administrative policies and procedures for effective delivery of services

• Prepared applications, petitions, motions, briefs, and memoranda as required ADMINISTRATIVE SPECIALIST

US Army - Fort Riley, KS

• Coordinates onboarding of new staff

Created and updated physical records and digital files to maintain current, accurate, and compliant documentation

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• Maintains and updates training records and personal data for more than 350 Soldiers Managed official forms and orders in an organized and expeditious manner in the absence of my supervisor during a mandatory unit move from Germany to Fort Riley

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• Produced highly accurate internal and external letters and memoranda

• Updated Soldier data through eMILPO (Electronic Military Personnel Office) ADMINISTRATIVE SPECIALIST

Senator Ed Harbison and Senator George Hooks office - Atlanta, GA

• Performed administrative and clerical duties as necessary Prepared and maintain files, records, and information that complies with regulations, policies, procedures, & relevant laws

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Worked with legislative committees, prepares political hearings, provides constituent services, and serves as a point of contact for Senator Ed Harbison and Senator George Hook's office

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TRANSPORTATION SECURITY / SECURITY SCREENER

Covenant Aviation Security, LLC - San Mateo, CA

Discovers and prevents emerging transportation security threats utilizing state- of-the-art technology

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• Inspects passenger documents for validity and access control Operates security equipment such as passenger and baggage x-ray technology, explosive trace detection, passenger screening wands, magnetometer/walk-through metal detector, and two-way radios

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• Performs pre-boarding security screening of passengers Utilized chemical swab systems and explosive detection machines to test baggage for explosive materials

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SUBSTITUTE TEACHER

Swing Education - San Mateo, CA

Develop lesson plans and assignments consistent with the regular teacher's past lesson plans

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Manage the classroom effectively to encourage student participation, minimize distractions and maintain a positive learning environment

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• Supervise students in and out of the classroom

Upheld classroom routines to support student environments and maintain consistent schedules

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REFERENCES

Available upon request

Contact this candidate