Dessy Esquivel
San Antonio
Summary
Experienced bilingual Customer Service and Sales Specialist with 8+ years in telecommunications, travel, and financial technology industries. Fluent in English and Spanish, skilled in live interpretation, technical guidance, and cross-cultural communication. Known for exceeding sales targets, improving customer satisfaction, and resolving challenges in virtual environments.
Overview
10
10
years of professional experience
Work History
Customer Service & Sales Representative
Frontier Communications
07.2023 - 03.2025
- Company overview: Remote for RUI Frontier
- Delivered high-volume, bilingual phone and chat support for residential internet, phone, and TV customers.
- Troubleshot advanced technical issues and resolved complex billing disputes, resulting in a 15% improvement in first-contact resolution rates.
- Leveraged live interpretation skills to enhance service clarity, ensuring accurate and culturally sensitive communication.
- Promoted tailored service bundles and upgrades, consistently achieving and exceeding monthly upsell quotas.
- Utilized CRM software (Salesforce) to maintain comprehensive, audit-ready documentation of all client interactions.
Customer Service & Sales Representative
Xfinity Comcast
06.2021 - 04.2023
- Company overview: Remote for Comcast Xfinity
- Managed inbound/outbound bilingual customer interactions, supporting renewals, product education, and issue resolution.
- Developed persuasive, personalized sales strategies that increased product adoption and retention.
- Delivered real-time interpretation to bridge communication between Spanish-speaking clients and English-based systems.
- Ranked in the top 10% of agents for customer satisfaction (CSAT) and sales performance.
- Maintained compliance and data accuracy through rigorous CRM documentation and procedural adherence.
Guest Services Specialist
Carnival Cruise Line
08.2018 - 05.2021
- Company Overview: Remote for Carnival Cruise Line
- Supported guests and travel agents with bilingual assistance on bookings, onboard services, and itinerary changes.
- Translated complex policy and travel terms to ensure clear understanding and enhanced guest confidence.
- De-escalated challenging service situations with empathy and active listening, driving higher loyalty and NPS scores.
- Navigated multiple systems (CRS, reservation platforms) to ensure real-time problem resolution and seamless follow-up.
- Maintained detailed service records for quality monitoring and follow-up assurance.
- Remote for Carnival Cruise Line
Customer Support Specialist
TurboTax
12.2017 - 05.2018
- Company Overview: Remote for Intuit TurboTax
- Provided bilingual phone and video support for TurboTax users facing account, login, and software functionality issues.
- Walked users through tax-related questions and troubleshooting using clear, jargon-free communication.
- Specialized in interpreting sensitive tax concepts, ensuring accuracy and compliance during live interactions.
- Maintained 100% compliance in case logging and resolved 85% of technical issues without escalation.
- Recognized for delivering a consistently positive customer experience in a high-stakes environment.
- Remote for Intuit TurboTax
Customer Service Representative
Wisely Pay
09.2015 - 07.2017
- Company overview: Remote for Wisely Pay
- Responded to high-volume phone and email inquiries with prompt, courteous, and accurate support.
- Troubleshot and resolved prepaid card issues reported by cardholders, ensuring access and satisfaction.
- Provided real-time balance updates, card status confirmations, and account guidance.
- Vetted and processed card resend requests with strict adherence to company protocols.
- Educated cardholders on rewards programs, including combining and exchanging reward balances.
- Routed inquiries to appropriate departments, ensuring seamless customer experience and resolution.
- Proactively escalated major service disruptions or patterns to management for immediate resolution.
- Prioritized and tracked all incoming inquiries, maintaining strong productivity and responsiveness metrics.
Education
High School Diploma -
San Antonio High School
San Antonio, TX01.2002
ESL - English-as-a-Second-Language Education
TEFL Academy
San Antonio, TX01-1995
Skills
- Translation & Interpretation
- Customer assistance
- Effective customer interaction
- Proficiency in technical discussions
- Policy clarification
- Active listening skills
- Customer relationship management tools
- Experience with Salesforce
- CRS system management
- Skilled in Microsoft Office tools
- Supportive dialogue
- Active Listening
- Sales planning
- Effective conflict resolution
- Effective stress management
- Quality control adherence
Timeline
Customer Service & Sales Representative
Frontier Communications
07.2023 - 03.2025
Customer Service & Sales Representative
Xfinity Comcast
06.2021 - 04.2023
Guest Services Specialist
Carnival Cruise Line
08.2018 - 05.2021
Customer Support Specialist
TurboTax
12.2017 - 05.2018
Customer Service Representative
Wisely Pay
09.2015 - 07.2017
High School Diploma -
San Antonio High School
ESL - English-as-a-Second-Language Education
TEFL Academy
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