Summary
Overview
Work History
Education
Skills
Timeline
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Daniela Espinoza

Washington,DC

Summary

Expert in troubleshooting and onboarding, with proven success in resolving technical issues and managing high-volume Zendesk tickets. Demonstrated ability to enhance processes and improve workflows through collaboration with cross-functional teams. Committed to delivering exceptional customer experiences and driving project success.

Overview

10
10
years of professional experience

Work History

Tier I Tech Support Specialist

Starry Internet
Washington, DC
11.2020 - Current
  • Provided technical support to residential customers via phone, email, and chat, troubleshooting network/WiFi connectivity, email setup, modem/router configuration, and other ISP-related issues.
  • Utilize Zendesk, Salesforce and Slack to log customer interactions, capture key events, and ensure seamless information flow across teams
  • Conducted post-service quality assurance calls to ensure customer satisfaction with internet connectivity, equipment functionality and overall service experience
  • Guided residential customers through firewall configuration and port forwarding techniques to establish remote access to applications and devices on their networks.

Sales Development Representative

Divvycloud
Washington, DC
09.2019 - 05.2020
  • Leveraged data insights to identify high-potential leads, resulting in a higher response rate from outreach efforts
  • Streamlined the lead qualification process, enhancing the efficiency of product demo scheduling and improving client engagement
  • Leveraged networking skills at industry trade shows to schedule qualified 1:1 meetings, resulting in an increase in the sales pipeline

Sales Development Representative

Vorsight
Arlington, VA
01.2019 - 11.2019
  • Identified high-value decision-makers, significantly improving the quality of leads, and accelerating the sales cycle
  • Leveraged data-driven insights to develop strategic talking points, resulting in an increase in successful client engagements and a boost in new opportunity creation
  • Analyzed database to match client needs with key stakeholders, resulting in an increase in successful opportunity alignments

Program Assistant

World Wildlife Fund
Washington, DC
08.2017 - 11.2018
  • Assisted with outreach by co-hosting Webex informational sessions, which boosted project visibility and increased stakeholder engagement
  • Helped organize high-impact national events and conferences, resulting in an increase in attendee engagement, and a growth in participation
  • Streamlined daily schedules of a top-level executive and team members, improving time management and increasing productivity through effective prioritization and travel coordination

Project Assistant (Contract)

Urban Institute
Washington, DC
11.2015 - 07.2016
  • Researched housing markets for a U.S. Department of Housing and Urban Development survey
  • Collected data on housing prices, rental rates, market trends and demographic statistics on 300+ metropolitan areas
  • Prepared data analysis reports compiled from telephone interviews, emails and web research

Education

Bachelor of Arts - Global Studies

University of California Santa Barbara
Santa Barbara, CA
06-2012

Skills

  • Technical support and documentation
  • Live chat assistance
  • Training and development
  • Zendesk and Salesforce proficiency
  • Amazon Connect expertise
  • Bilingual in Spanish

Timeline

Tier I Tech Support Specialist

Starry Internet
11.2020 - Current

Sales Development Representative

Divvycloud
09.2019 - 05.2020

Sales Development Representative

Vorsight
01.2019 - 11.2019

Program Assistant

World Wildlife Fund
08.2017 - 11.2018

Project Assistant (Contract)

Urban Institute
11.2015 - 07.2016

Bachelor of Arts - Global Studies

University of California Santa Barbara

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