Erick Molina
El Paso
Summary
Detail-oriented professional offering several years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.
Resourceful Call Agent known for high productivity and efficient task completion. Skilled in customer service, conflict resolution, and data entry, ensuring smooth communication and problem-solving. Excel at active listening, empathy, and adaptability, contributing to positive customer experiences and maintaining calm under pressure.
A committed student eager to leverage exceptional communication and interpersonal skills in a professional setting. Possesses experience in data entry and money handling. Capable of quickly memorizing product details and fostering strong customer relationships.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Call Agent
ID.me
El Paso
02.2025 - 04.2025
- Analyzed call logs to identify trends in service requests or problems.
- Used reference files to answer simple questions about client business.
- Assisted customers with navigating the company's website and placing orders online.
- Trained new call agents on company policies, procedures and protocols.
- Developed scripts for call agents to use during conversations with customers.
- Performed quality assurance reviews of recorded calls from other call agents.
- Reviewing documents
- Giving instructions to members and receiving important security information
- Keeping calls in a certain time and manner
Cashier Manager
Gallegos Mexican Restaurant
El Paso
05.2020 - 11.2024
- Monitored inventory levels to ensure adequate supplies were available for daily operations.
- Recruited and trained new employees to meet job requirements.
- Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
Education
High School Diploma -
Cpt. John L. Chapin High School
El Paso, Texas06-2024
Skills
- Customer service
- Team building
- Conflict resolution
- Script development
- Decision-making
- Excellent communication
- Telephone etiquette
- Gathering information
- Multitasking capacity
- Proficient in [software]
- Computer literacy
Languages
Spanish
Native/ Bilingual
Timeline
Call Agent
ID.me
02.2025 - 04.2025
Cashier Manager
Gallegos Mexican Restaurant
05.2020 - 11.2024
High School Diploma -
Cpt. John L. Chapin High School