Summary
Overview
Work History
Education
Skills
Volunteer Experience
References
Timeline
Generic

Esmeralda McMillian

El Paso,TX

Summary

Versatile Technical / Customer Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

8
8
years of professional experience

Work History

Tier 2 Customer Service Representative

Rite Aid
08.2023 - Current
    • Monitored systems in operation and quickly troubleshot errors.
    • Documented support interactions for future reference.
    • Assisted customers in identifying issues and explained solutions to restore service and functionality.
    • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
    • Maintained servers and systems to keep networks fully operational during peak periods.
    • Managed high levels of call flow and responded to Order / Tech support needs.
    • Researched product and issue resolution tactics to address customer concerns.
    • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Doordash Delivery

DoorDash
01.2023 - 08.2023
  • Complied with company safety standards, DOT regulations and company delivery policies.
  • Anticipated, identified and helped resolve problems with deliveries.
  • Packaged food and other products to be delivered to customer premises.
  • Maintained clean delivery vehicle and notified management of maintenance concerns and issues.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Worked scheduled hours as required and took on available shifts during holidays and busy periods.
  • Processed payments and handled cash transactions to secure proper compensation.
  • Utilized GPS technology to navigate delivery routes and avoid traffic congestion.
  • Verified accuracy of all deliveries against order forms.

Customer Service Rep for Hyundai / Kia / Genesis

GC Services Work From Home
06.2021 - 01.2023
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Tracked customer service cases and updated service software with customer information.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed and updated databases to handle customer data.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

In Home Child Care Provider

Nanny
05.2019 - 03.2021
    • Supported young children through development of life skills such as taking turns, resolving conflict and expressing emotions appropriately.
    • Maintained safe environment by keeping watchful eye on children.
    • Played engaging, age-appropriate games to entertain and educate children.
    • Created safe, inviting in-home environment conducive to structured activity and unstructured play.
    • Prepared nutritious meals and snacks for children to maintain balanced diets.
    • Planned fun, educational activities for children aged 1 to 5.
    • Assisted children with homework and quizzed on subject matter to prepare for upcoming tests.
    • Monitored children's activities to verify safety and wellbeing.
    • Handled daily administrative tasks efficiently to minimize time away from children.
    • Documented children's growth and development.

Alorica Call Center

Directv Sales/Customer Service Rep
01.2018 - 11.2018
  • Coordinated outside service calls with specific vendors.
  • Researched and answered customer work order status inquiries.
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Server/Hostess

Leos
06.2015 - 11.2015
  • Food Handlers Certified
  • Greeting guest, serving, giving best service
  • Maintain restaurant and Restrooms such as mopping, sweeping, etc.
  • Served food and beverages promptly with focused attention to customer needs.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.

Education

High School Diploma -

Eastwood High School
El Paso, TX
06.2015

Certification On Nail Tech -

Tri-State Cosmetology Institute
El Paso, TX
10.2017

Skills

  • User Credential Management
  • Network Diagnostics
  • Software Diagnosis
  • Technical Support
  • Customer Service
  • Call Center Operations
  • Product Troubleshooting
  • Microsoft Outlook
  • Windows 10
  • Customer Relationship Management (CRM)
  • Problem Resolution
  • Order Fulfillment
  • Desktop support

Volunteer Experience

Allstate, 2290 Trawood Dr Ste B, El Paso, TX, 79935, 08/2014, 07/2015, Volunteered setting up Allstate booth, tables and chairs for car show or other events., Recommending agent for insurance with friends and their families for savings on their car insurance helping agent close about 50 sales and counting to date., File documents, Keep office clean, Customer Service

References

Ivonne Gavaldon, 2290 Trawood Dr, El Paso, TX, 79935, 915-590-1788 

Aileen Bouche, 1920 N Zaragoza, El Paso, TX, 79936, 915-999-3130

Amanda H Patterson, 1200 Intrepid Avenue, 2nd Floor Philadelphia, PA 19112 717-487-9460

Timeline

Tier 2 Customer Service Representative

Rite Aid
08.2023 - Current

Doordash Delivery

DoorDash
01.2023 - 08.2023

Customer Service Rep for Hyundai / Kia / Genesis

GC Services Work From Home
06.2021 - 01.2023

In Home Child Care Provider

Nanny
05.2019 - 03.2021

Alorica Call Center

Directv Sales/Customer Service Rep
01.2018 - 11.2018

Server/Hostess

Leos
06.2015 - 11.2015

High School Diploma -

Eastwood High School

Certification On Nail Tech -

Tri-State Cosmetology Institute

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Esmeralda McMillian