Ana Escamilla
Texas Health and Human Services
Bethany,CT
2
Languages
8
years of professional experience
Work History
TEXAS WORKS ADVISOR II
3 Years- Developed training materials to enhance staff understanding of service delivery protocols.
- Facilitated workshops to improve team performance and client engagement strategies.
- Analyzed client feedback to refine program offerings and increase satisfaction rates.
- Provided guidance on regulatory compliance for health programs and services.
- Mentored junior advisors on best practices in client assessment and resource allocation.
Advocate Member Service Representative
4 Months- Facilitated resolution of member inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to enhance service delivery and improve member satisfaction ratings.
- Effectively prioritized tasks during peak periods or high call volumes without compromising accuracy or attention to detail.
- Developed rapport with diverse clientele by demonstrating empathy and understanding during difficult situations.
Bank Teller
6 Months- Processed customer transactions efficiently and accurately, ensuring compliance with bank policies.
- Assisted clients with account inquiries, providing exceptional customer service to enhance satisfaction.
- Maintained cash drawer accuracy through diligent balancing and reconciliation at end of shifts.
- Educated customers on banking products and services, promoting financial literacy and informed decision-making.
- Monitored transactions for fraud detection, safeguarding bank assets and maintaining security protocols.
Customer Solutions Representative
7 Months- Assisted customers in troubleshooting technical issues with Xfinity services, ensuring prompt resolution.
- Educated clients on product features and usage, enhancing user experience and satisfaction.
- Collaborated with cross-functional teams to streamline customer support processes, improving efficiency.
- Maintained accurate records of customer interactions and transactions in CRM systems for tracking purposes.
- Analyzed customer feedback to identify trends and recommend service improvements that enhance retention.
- Developed knowledge base articles to support self-service options for customers, reducing inquiry volume.
Technical Support Representative
4 Months- Provided expert guidance on Comcast products and services, improving customer satisfaction and retention rates.
- Resolved technical issues for small to medium business clients, ensuring optimal system performance.
- Collaborated with cross-functional teams to enhance customer support processes and streamline workflows.
- Documented troubleshooting procedures and developed knowledge base articles to assist team members and customers.
Education
Associate of Science
- Dean's List [2014-2015]
- Spanish And Iberian Studies
High School Diploma
Skills
Multitasking Abilities
Decision-Making
Active Listening
Data Entry
Teamwork and Collaboration
Clerical Support
Training and Development
MS Office
Good Telephone Etiquette
PPE Compliance
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
TEXAS WORKS ADVISOR II
Texas Health and Human Services
05.2023 - 05.2026Read More
Advocate Member Service Representative
Concentrix-United Health Care
08.2022 - 12.2022Read More
Bank Teller
International Bank of Commerce- IBC Bank
01.2022 - 07.2022Read More
Customer Solutions Representative
Concentrix-Xfinity
02.2021 - 09.2021Read More
Technical Support Representative
Convergys-Comcast (SMB)
01.2018 - 05.2018Read More
Laredo Community College
Associate of Science
Read More
Texas A&M University
from Spanish And Iberian Studies
Read More
John B Alexander High School
High School Diploma
Read More