Esmeralda Rodriguez Email & Phone Number

Promoted in May 2022 to Senior Library Technician.• Created templates for routine tasks, training and, reference documents for library technicians leading to an increase in understanding of workflow processes.• Design library maps for our new building using Canva design software, allowing a smooth transition for library technicians to understand the new library layout.• Train and assist with the onboarding and development of 12+ library technicians.• Train 30+ volunteers on sorting and shelving practices, allowing staff to refocus other tasks.• Assist 3 managers of Circulation department by supervising 34 library technicians, managing schedule adjustments, routine correspondence, and calendar management.• Champion at problem solving issues related to Automatic Materials Handler (AMH - book sorting) machine, and providing basic troubleshooting procedures, allowing a continuous workflow without delays in procedures.• Update databases to reflect accurate log of items resulting in faster customer service.

Frisco, Texas, United States

• Promoted in May 2022 from passport agent.• Translate and communicate passport services to Spanish-speaking guests, building rapport with clients, providing a comfortable, easy-going experience, and earning high praise from clients.• Offer friendly, patient, and efficient customer service to all guests, receiving consistently positive reviews for incredible service.• Handle 30+ passport-related questions both in-person and via phone daily, becoming the go-to acceptance facility for information related to passport necessities.• Support a team of 25 agents by retaining expert knowledge surrounding passport processes, and sustaining a 93% accurate submission rate.• Maintain discretion and confidentiality when handling guests' sensitive documents.

• Created passport fee total price point chart for agents to reference, decreasing average application processing times by 7%.• Provide administrative support to 25 passport agents.• Analyze and process 20+ passport applications daily.• Perform clerical tasks including copying, scanning, receiving, and sorting mail, taking passport photographs, ensuring guests have all proper documentation prior to meeting the passport agent.

Promoted to Full Time in November 2021.• Screened phone calls daily, providing expert knowledge for library and passport services. • Exceeded shelving expectations of 3 carts/hour reaching an average of 4.5 carts shelved per hour. • Recognized by management for taking initiative in projects, and asking questions if a task is not understood.• Trusted by management with additional responsibilities, such as tracking reports and inputting data into excel spreadsheets.

Addison, Texas, United States

Voluntarily stepped down from management role due to relocating to a new city.• Was proactive in reorganizing pain points with high product loss and resetting zones leading to an increase in sales by 12%.• Performed accounting duties by balancing register tills and completing daily store deposits.• Provided expert cash-handling processes, consistently meeting cashier performance goals, becoming one of the top 5 cashiers.

Denton, Texas, United States

• Organized clothing displays to accommodate influx of inventory and promote hot ticket or seasonal items, increasing sales by 8%.• Encouraged and trained team of 30+ sales associates to deliver excellent customer service, resulting in positive customer satisfaction score of 90% for 6 consecutive months.• Passed apparel audit with exceptional score by complying with loss prevention procedures and maintaining floor in accordance to company expectations.

Promoted in October 2018.• Became only department with a positive sales trajectory of 6.8% through frequent apparel department resets allowing for consistent flow of updated inventory to promote sales.• Hand picked by management team to prepare store to grand-opening standards following Black Friday sales, surpassing General Manager's expectations in store preparedness.• Assisted across multiple departments providing coverage across the store delivering exceptionally fast service and assistance to short staffed departments.

• Self-assigned projects reorganizing apparel and footwear department aisles, increasing sales in both departments.• Recognized by management for successfully completing all closing procedures in apparel department solo.

User Experience Design Foundations, Level 1 Certificate, Design And Visual Communications, General

Bachelor'S Degree, English - Creative Writing; Minor In Journalism

Pursued courses in: Creative Writing (Fiction, Non-Fiction, Poetry); Intro to Media Writing; Principles of News; Intro to Visual.