Esbeidy Palacios
Berwyn,IL
Summary
Bi-Lingual Spanish/English individual with over 15 years experience in providing exceptional customer service to all individuals. Outstanding communication skills with ability to work with diverse groups of people. Strong organizational competence to multi-task and prioritize heavy work load. Excellent at assessing situations and problem-solving solutions. Works well in a team environment and able to complete individual tasks without supervision.
Overview
28
28
years of professional experience
Work History
Taxi Driver
Blue Cab Taxi Service
10.2024 - Current
- Safely transporting passengers to their destinations.
- Using knowledge of local routes to find the quickest and most efficient paths.
- Assisting passengers with luggage, accurately collecting fares, and providing excellent customer service.
- Maintaining a clean, reliable vehicle.
Bilingual Senior Customer Service Rep
NTT Data Services
08.2023 - 07.2024
- Addresses and resolves customer issues through phone, email and online chat.
- Interfaces with customers and internal departments and helps to resolve inquiries.
- Implemented process improvements that streamlined operations and increased customer satisfaction ratings.
Customer Service Rep
Alorica Call Center
11.2022 - 12.2022
- Talked to customers over the phone, email, online chat or social media to resolve they are problems or concerns.
- Maintains and updates customer information as necessary.
- Calmly attends to resolve and de-escalation any issues.
- Escalates calls/chats to a supervisor when necessary.
Customer Service Rep I
Canon Solutions America
01.2018 - 01.2022
- Responsible for providing the best possible customer service to internal as well as external customers.
- Responded to routine customer inquiries via live call or email as needed.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Member Services Associate
Sears Holdings
01.2016 - 01.2018
- Connects with the most valued members, understands their needs and enables our services for the member including our Shop Your Way (SYW) capabilities to meet those needs and translates into increased member sales.
- Work directly with members to make the best decision for their needs by addressing specific concerns through email, phone, chat, or social channels.
- Managed membership accounts, ensuring accurate data entry and updates.
- Analyzed service trends to develop strategies that increased member retention rates.
Client Services Representative (Contract)
ADP/K-Force Staffing
01.2015 - 01.2016
- Receive external phone calls from clients and troubleshoot client issues to the proper ADP internal channels.
- Create service request tickets regarding client issues and assign to the proper HCM Consultants.
- Analyzed client feedback to identify areas for improvement in service offerings.
Bilingual Reservation Agent Call Center
Apple Vacations
01.2012 - 01.2015
- Responsible for making professional, accurate, and cost-effective travel arrangements for Apple Vacations’ clients based on identified needs, within company guidelines and standards for excellent customer service.
- Managed customer bookings and inquiries using reservation systems to ensure accurate and timely service.
- Resolved customer issues by coordinating with hotels and service providers, enhancing overall satisfaction.
Customer Service Call Center
Kelly Services
01.2010 - 01.2015
- Problem solved any situations arising during customers travels and rerouted, cancel or rebooked reservations.
- Provided information on customs regulations, required passports, visas, certificates of vaccination, currency exchange rates, brochures and publications of local customs and points of interest.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Agent
American Airlines/Iberia Airlines
01.2006 - 01.2010
- Worked at ticket counter for Iberia Airlines and American Airlines.
- Booked air travel for customers, cancelled reservations, exchanged tickets, re-booked and re-confirmed reservations and checked baggage.
- Insured proper identification of each passenger before completing transaction.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
Carson Pirie Scott
01.2005 - 01.2006
- Answered phones and problem solved all customer issues courteously and promptly
- Handled confidential information
- Opened and closed customer service desk
- Counted and balanced personal and sales agents' drawers
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
Customer Service Call Center
BTM
01.2001 - 01.2005
- Booked air travel for customers, cancelled reservations, exchanged tickets, re-booked and re-confirmed reservations.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Customer Service Call Center
American Express Corporate Travel
01.1998 - 01.2001
- Managed travel arrangements for Coopers & Lybrand, Price Waterhouse, Price Waterhouse Coopers, McDonalds, Motorola.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
Education
Associate Degree - Business
Robert Morris College
Chicago, ILSkills
- "Kenexa Prove It" Computer tests administered by local staffing agency
- ADVANCED LEVEL: 2010 - Word, Excel, Outlook
- Experience with Apollo, Sabre Pars, Amadeus Airline Reservations Systems
Timeline
Taxi Driver
Blue Cab Taxi Service
10.2024 - Current
Bilingual Senior Customer Service Rep
NTT Data Services
08.2023 - 07.2024
Customer Service Rep
Alorica Call Center
11.2022 - 12.2022
Customer Service Rep I
Canon Solutions America
01.2018 - 01.2022
Member Services Associate
Sears Holdings
01.2016 - 01.2018
Client Services Representative (Contract)
ADP/K-Force Staffing
01.2015 - 01.2016
Bilingual Reservation Agent Call Center
Apple Vacations
01.2012 - 01.2015
Customer Service Call Center
Kelly Services
01.2010 - 01.2015
Customer Service Agent
American Airlines/Iberia Airlines
01.2006 - 01.2010
Customer Service Representative
Carson Pirie Scott
01.2005 - 01.2006
Customer Service Call Center
BTM
01.2001 - 01.2005
Customer Service Call Center
American Express Corporate Travel
01.1998 - 01.2001
Associate Degree - Business
Robert Morris College
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