Alba Estrada
El Paso ,TX
Overview
8
8
years of professional experience
Work History
Apple Technical Support Representative
Teleperformance USA
El Paso, TX
10.2023 - Current
- Provided technical support to customers on Apple products, including iPhone, iPad, Macbook and iMac.
- Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians.
- Conducted diagnostic testing to identify software or hardware issues and provided appropriate solutions.
- Maintained records of customer interactions and transactions within the database systems.
Social Media Moderator
Teleperformance USA
El Paso, TX
04.2021 - 10.2023
- Reviewed and moderated user-generated content for inappropriate language, spam, or other violations of the company's social media policy.
- Collaborated with internal teams to ensure brand consistency.
Credentialing Specialist
HGS - Hinduja Global Solutions
El Paso, TX
01.2020 - 03.2021
- Validated primary source documents such as licenses, diplomas, certifications and other related credentials.
- Maintained detailed records of provider data in the credentialing database system.
- Performed initial review for new providers to determine eligibility for enrollment into the network.
- Conducted background checks on potential providers utilizing various resources including state licensing boards, OIG and GSA Exclusion List, NPDB.
- Processed re-credentialing applications for existing providers according to contractual requirements.
Customer Service Representative
Alorica
El Paso, TX
02.2019 - 12.2019
- Answered constant flow of customer calls with up to 3 calls in queue per minute
- Regularly exceeded daily sales and product add-on quotas
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction
- Utilized various sales techniques to develop relationships with customers and drive sales for Direct TV
Manager
McDonald's
El Paso, TX
10.2018 - 08.2019
- Trained and guided team members to maintain high productivity and performance metrics
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement
Cashier Supervisor
Vista Market
El Paso, TX
07.2017 - 09.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Used POS system to enter orders, process payments, and issue receipts
- Mentored new team members on POS system operation, customer service strategies and sales goals
- Organized and managed daily cashier operations, ensuring accuracy of all financial transactions.
Waitress
Sahar Restaurant
El Paso, TX
11.2016 - 10.2017
- Took orders for food and drinks and delivered them to guests.
- Greeted customers, answered questions and recommended specials to increase profits.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
Education
High School Diploma -
Horizon High School
5 2017
Some College (No Degree) - Multidisciplinary Studies
El Paso Community College
Skills
- Software Diagnostics
- Database Maintenance
- HIPAA Compliance
- Customer Support
- Technical Troubleshooting
- Marketing
- Staff Training and Development
- Team Leadership
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Apple Technical Support Representative
Teleperformance USA
10.2023 - Current
Social Media Moderator
Teleperformance USA
04.2021 - 10.2023
Credentialing Specialist
HGS - Hinduja Global Solutions
01.2020 - 03.2021
Customer Service Representative
Alorica
02.2019 - 12.2019
Manager
McDonald's
10.2018 - 08.2019
Cashier Supervisor
Vista Market
07.2017 - 09.2018
Waitress
Sahar Restaurant
11.2016 - 10.2017
High School Diploma -
Horizon High School
Some College (No Degree) - Multidisciplinary Studies
El Paso Community College