Esmeralda Mata Garcia
El Paso,TX
Summary
Personable and energetic and committed to delivering excellence in all facets of customer service and support. Offers honed competencies in data-entry, database management, and scheduling. Compassionate Case Manager experienced in car warranty environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
15
15
years of professional experience
Work History
Case Manager Supervisor /Associate IT Consultant
Hyundai USA
El Paso, TX
03.2019 - Current
- Provided ongoing support to case managers in crisis situations, guiding them through problem-solving strategies and promoting best practice approaches.
- Managed budgetary responsibilities for the case management department, ensuring optimal allocation of resources based on client needs and program goals.
- Collaborated with interdisciplinary teams to develop holistic care plans addressing all aspects of clients'' lives.
- Spearheaded the development of a new case management software system, improving efficiency and data tracking capabilities.
- Provided clear communication between the warranty department and other internal teams, fostering a collaborative environment that expedited problem resolution.
- Streamlined the warranty process for faster claim resolution and better customer experience.
- Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Addressed any personnel concerns related to work schedules promptly, promoting a positive working environment for all staff members.
- Monitored employee attendance and punctuality, addressing issues promptly to maintain optimal staffing levels.
- Streamlined internal communication, ensuring accurate and up-to-date schedule information for all team members.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Maintained office PCs, networks and mobile devices.
- Maintained accurate records of trips, mileage, and expenses for accurate billing and reporting purposes.
- Played a key role in the development and implementation of organizational policies and procedures related to case management, ensuring alignment with best practice standards.
- Improved client outcomes by implementing effective case management strategies and streamlining processes.
- Facilitated professional development opportunities for staff members, fostering a culture of continuous learning and improvement within the team.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Developed robust disaster recovery plans that minimized data loss during unexpected outages or security incidents.
- Leveraged cloud computing resources effectively to scale up infrastructure during periods of high demand.
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
Torres Mauricio
Executive Assistance
El Paso , TX
06.2018 - 10.2020
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Answered questions about store policies and concerns to support positive customer experiences.
- Remained calm and composed in tense situations involving angry or upset customers.
- Helped customers find merchandise and assisted with sizing and accessories.
- Maintained payroll information by calculating, collecting and entering data.
Staffing Receptionist
H.G.Arias & Associates
El Paso, TX
05.2017 - 06.2018
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Managing and distributing information within an office, answering phones, taking memos and maintaining .
- Updating records, making travel arrangements, providing customer service, conducting research, and assisting with project management.
- Screening responsibilities of HR recruiters
- Drug test employees and provide them with correct documentation for hiring process.
Customer Service Representative
Alorica
El Paso, TX
11.2015 - 03.2017
- Able to utilize computer workstation.
- Receive calls from customers assisting them to file insurance claims.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Answered customer telephone calls promptly and in an appropriate manner.
Shipping and Receiving clerk
Esparza Shipping and Receiving
El Paso, TX
10.2013 - 11.2015
- Shipping and receiving verifying.
- Kept records on incoming and outgoing shipments.
- Prepared items for shipment by performing the following duties to quality and productivity standards.
- Redirected shipments en route in response to customer requests.
Supervisor
McDonald's
El Paso, TX
10.2009 - 10.2013
- Oversee a team of 12 employees.
- Prepared daily deposits.
- Created team members weekly work schedules
- Trained new hires and trained employees for other positions.
- Developed and enforced safety standards and procedures for food quality and sanitation purposes.
- Checked job sites for accuracy, quality and to ensure that all specifications for the project were met.
- Greeted customers in a timely fashion, while quickly determining their needs.
Education
Associates of Science in Business Management -
Southwest University
El Paso, TX03.2021
High School Diploma -
Riverside High School
El Paso, TX2009
Skills
- Ability to work under pressure Time management Teamwork Self-motivated Appointment scheduling Customer and client relations Multitasking strengths MS Office proficiency 48 wpm Telephone skills
- Staff Management
- Bookkeeping
- Pricing and costing
- Multitasking abilities
- Verbal and written communication
- Business Analysis
- Incident Management
- IT Governance
- Information Security
- Network Administration
- IT risk management
Honors Society Program
Ranked organization that recognizes excellence among peers
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Case Manager Supervisor /Associate IT Consultant
Hyundai USA
03.2019 - Current
Torres Mauricio
Executive Assistance
06.2018 - 10.2020
Staffing Receptionist
H.G.Arias & Associates
05.2017 - 06.2018
Customer Service Representative
Alorica
11.2015 - 03.2017
Shipping and Receiving clerk
Esparza Shipping and Receiving
10.2013 - 11.2015
Supervisor
McDonald's
10.2009 - 10.2013
Associates of Science in Business Management -
Southwest University
High School Diploma -
Riverside High School