Efrain Morales Loya
Mansfield,TX
Summary
Dynamic professional with a proven track record at Walmart, excelling in customer service management and data analysis. Proficient in SQL and analytical thinking, I optimized processes and enhanced user support, driving significant improvements in service effectiveness. Recognized for training teams and implementing data-driven strategies to elevate customer satisfaction.
Overview
8
8
years of professional experience
Work History
Help Desk Agent
Glory Global Solutions
07.2023 - 03.2025
- Delivered technical support to end-users, identifying and solving hardware, software, and network problems efficiently.
- Contributed to troubleshooting resources through analysis of ticket patterns.
- Handled help desk issues using tracking tools, achieved timely resolutions.
- Facilitated thorough resolution of complex technical problems through escalation.
- Executed efficient troubleshooting processes remotely, enhancing user productivity.
- Updated technical documentation to improve support resource accessibility for team members and clients.
- Notified end-users about updates, ensuring minimal disruption.
- Trained and supported new employees on company software and systems.
Optician
Walmart
03.2021 - 10.2021
- Examined purchase data to discern eyewear trends.
- Analyzed sales records and customer feedback to create productivity reports.
- Implemented data-driven approaches to optimize inventory levels, reducing stock shortages and improving product availability.
- Managed comprehensive and accurate maintenance of customer records, meeting all regulatory requirements.
- Optimized data entry workflows, enhancing accuracy in record management.
Customer Service Manager
Walmart
11.2016 - 03.2020
- Guided team in delivering exceptional customer care while handling challenging cases.
- Optimized business processes after identifying customer feedback trends from service data.
- Developed and enforced service policies, ensuring quick issue resolution and enhanced customer experience.
- Encouraged continuous learning and growth through training and mentoring.
- Analyzed critical performance data to aid in making strategic choices and increasing service effectiveness.
Education
Bachelor Of Science - Computer Science
The University of Texas At Arlington
Arlington, TX12.2023
Skills
- Java
- Python
- SQL
- HTML
- Microsoft Office - Excel, Word, Outlook
- Service support
- Remote support
- Data entry
- Analytical thinking
- User support
Languages
Spanish
Timeline
Help Desk Agent
Glory Global Solutions
07.2023 - 03.2025
Optician
Walmart
03.2021 - 10.2021
Customer Service Manager
Walmart
11.2016 - 03.2020
Bachelor Of Science - Computer Science
The University of Texas At Arlington
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