ASHTON ESPARZA
Mesquite
Summary
Transitioning into healthcare, I am a customer-focused professional with over 10 years of experience delivering high-quality support in fast-paced environments. Skilled in patient-centered communication, care coordination support, and accurate documentation across multiple digital platforms, I excel at multitasking, prioritizing urgent needs, and maintaining compliance while providing compassionate service. My experience onboarding and coaching staff strengthens teamwork and process improvement. I am passionate about creating meaningful experiences while supporting children and families facing difficult medical situations, drawing from personal advocacy experience that developed deep empathy, patience, and a strong understanding of navigating healthcare systems.
Overview
9
9
years of professional experience
Work History
Web Chat Service Agent
Viking River Cruises
Los Angeles, CA
10.2025 - Current
- Managed high-volume guest interactions using Genesis Cloud (CRM), LiveEngage/LivePerson, and Evolution, delivering accurate, timely support while handling multiple chats and screens.
- Used SharePoint to research questions, access resources, and provide clear, detailed answers to guests’ concerns.
- Maintained exceptional Initial Human Response (IHR) times, ensuring prompt engagement and responsiveness for every guest inquiry.
- Consistently met or passed Quality Assurance (QA) reviews conducted by supervisors, demonstrating accuracy, professionalism, and attention to detail.
- Delivered compassionate, guest-focused support, while helping creating meaningful experiences
Client Communications & Data Operations Manager
West Investments
Clayton, NC
03.2023 - Current
- Delivered fast, empathetic, and professional support to a large gaming community across Facebook, Instagram, live chat, phone, email, and video calls, turning customer inquiries into positive experiences.
- Monitored public comments and interactions on social media platforms, maintaining a strong, positive brand presence and responding to the community with professionalism and care.
- Resolved billing, account, and technical issues while consistently exceeding KPIs for customer satisfaction and response times.
- Managed high-volume customer data with precision, including financial transactions, reward submissions, and account adjustments, leveraging CRM software (Ego – EgoGameToken.com) to ensure accuracy and efficiency.
- Helped train new team members, guiding them to provide top-notch support and uphold operational standards.
- Reviewed and validated customer eligibility for rewards, ensuring compliance and flawless data processing.
- Maintained detailed records of customer interactions and resolutions, driving process improvements and contributing to stronger community engagement and retention.
- Utilized Slack and Zoom for team communication, alongside Deputy and ADP for schedule management.
Tier 2 Multi-Channel Support Manager
24-7 AI
Dallas, TX
02.2020 - 03.2023
- Provided Tier 2 multi-channel support for device services, including mobile devices, internet, and cable, across Facebook, Instagram, DMs, public comments, email, live chat, and inbound/outbound calls, including scheduling callbacks to enhance accessibility and satisfaction.
- Resolved billing, account, and technical issues, troubleshooting connectivity, service interruptions, SIM card activations, and device performance for a high-volume customer base.
- Entered, verified, and managed sensitive customer data, including account corrections and updates, utilizing Salesforce and ticketing systems to track interactions, create tickets, and ensure accurate, timely resolutions.
- Monitored and analyzed KPIs to consistently meet or exceed targets for response time, resolution rate, and customer satisfaction.
- Maintained strong customer relationships and supported retention through empathetic, efficient Tier 2 support.
- Delivered frontline helpdesk assistance, quickly diagnosing and resolving technical issues to minimize downtime and improve overall customer experience.
Location Manager
WorldWide Photography
Dallas, TX
10.2016 - 01.2020
- Directed all operational activities for a photography location, ensuring efficient workflow and high-quality service delivery.
- Recruited, hired, and onboarded staff, training and scheduling team members to maximize performance and coverage.
- Led all operations for a busy photography location, ensuring smooth workflows and exceptional client experiences.
- Managed financial operations with precision, including payroll, staff hours, and bank transactions, keeping everything accurate and on time.
- Enhanced client deliverables with professional photo editing in Adobe Lightroom, creating visually compelling content that drove satisfaction and retention.
- Oversaw inventory, equipment, and supplies, ensuring all photography sessions ran seamlessly.
- Acted as the primary liaison between staff and management, resolving operational challenges quickly and professionally.
- Utilized ADP to manage schedules, track hours, and support payroll processing efficiently.
Education
Bachelors Degree - Digital Communications And Media
02.2026
Texas Tech University | Lubbock, TX
Associate of Arts - undefined
05.2020
Dallas College | Dallas, TX
Skills
- Patient Advocacy
- Caregiving
- Special Needs Care and Support
- Multi-Channel Customer Support
- Hospice care
Pediatric Health Care Experience
Primary Caregiver
12/2024 - 08/2025
Provided dedicated care for an infant with
complex medical needs during her lifetime,
including G-tube feeding, oxygen therapy,
positioning, and daily monitoring.
Advocated and collaborated with healthcare
providers, therapists, and educators to ensure
needs were met and care plans were followed.
Maintained accurate records of care, treatments,
appointments, and medical documentation.
Coordinated daily routines, medications, and
therapies, ensuring consistent and safe care.
Developed strong empathy, patience, problem-
solving, and critical thinking skills while managing
complex special needs.
LANGUAGES
English Native
KEY ACHIEVEMENTS
- Data Accuracy Excellence: Ensured accuracy and efficiency by processing high volumes of customer and program data with meticulous attention to detail.
- Promotion to Tier 2 Multi-Channel Support Management: Consistently resolved 95% of customer issues on first contact. A performance that, in return, resulted in my transition into management as a Tier 2 Customer Support Manager.
- Leadership & Team Development: Recruited, onboarded, and coached staff, boosting team performance and service quality.
- Financial Operations Mastery: Maintained flawless payroll and financial accuracy, managing deposits and staff compensation with zero discrepancies.
- Complex Medical Care & Advocacy: Advocated for and provided daily care for an infant with complex medical needs, supporting multiple in-hospital ICU stays and gaining hands-on expertise in medical equipment, appointment coordination, paperwork organization, and family-centered support.
Timeline
Web Chat Service Agent - Viking River Cruises
10.2025 - Current
Client Communications & Data Operations Manager - West Investments
03.2023 - Current
Tier 2 Multi-Channel Support Manager - 24-7 AI
02.2020 - 03.2023
Location Manager - WorldWide Photography
10.2016 - 01.2020
Dallas College - Associate of Arts,
Texas Tech University - Bachelors Degree, Digital Communications And Media