FRANYELI ESPITIA
Coral Gables
Summary
Results-driven customer service professional with a proven track record of resolving customer complaints and issues. Collaborated with cross-functional teams to ensure seamless delivery of services. Possesses strong problem-solving abilities and exceptional active listening skills. Proficient in CRM software and experienced in handling escalated calls with empathy and professionalism.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Teller
Wells Fargo
11.2024 - Current
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
Pharmacy Technician
PUBLIX PHARMACY
09.2023 - 10.2024
- Provided excellent customer service to patients, physicians, nurses and other healthcare professionals in a professional manner
- Managed the daily operations of the pharmacy including receiving orders from wholesalers, stocking shelves and preparing medication for delivery or pickup
- Maintained patient confidentiality when handling records and sensitive data
- Selected drug and quantity, delivering items to pharmacist for review and dispensing
- Coordinated with prescriber or pharmacist to clarify issues or problems with dosing or instructions
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
Costumer Service Staff
PUBLIX
05.2022 - 10.2024
- Demonstrated effective problem-solving skills when resolving customer complaints or issues
- Collaborated with other departments to ensure seamless delivery of services for customers
- Handled escalated calls from dissatisfied customers with empathy and professionalism
- Assisted in developing strategies for improving the quality of customer service provided
- Accurately counted and balanced cash drawers to ensure accuracy of funds
- Processed incoming payments, including cash, checks, and credit cards with precision
- Identified potential frauds or suspicious activities related to money handling operations
- Demonstrated excellent organizational skills when managing multiple tasks simultaneously
- Conducted cash and coin inventory and audit, ensuring compliance with relevant laws and regulations
- Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
Education
Associate in Arts (A.A.) - Biology
Miami Dade College
Miami, Florida05-2025
Certificate - Phlebotomy Technician
Genesis Vocational Institute
Miami12-2024
High School Diploma -
Coral Gables High School
Coral Gables, Florida05.2023
Skills
- Complaint Handling
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Call center experience
- Customer Relations
- Computer Proficiency
- Data Entry
- Product Knowledge
- Money handling abilities
- Scheduling
- Documentation
- Appointment Scheduling
- Team Development
- Customer Relationship Management (CRM)
- Product Sales
- Complaint resolution
- Paperwork Processing
- Professionalism and courtesy
Languages
Spanish
English
Certification
- Certified Phlebotomy Technician (CPT) - National Healthcareer Association (NHA).
Timeline
Teller
Wells Fargo
11.2024 - Current
Pharmacy Technician
PUBLIX PHARMACY
09.2023 - 10.2024
Costumer Service Staff
PUBLIX
05.2022 - 10.2024
High School Diploma -
Coral Gables High School
Associate in Arts (A.A.) - Biology
Miami Dade College
Certificate - Phlebotomy Technician
Genesis Vocational Institute
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