Esmeralda Villanueva
El Paso,TX
Summary
Bilingual Retail Sales Consultant with a strong record of driving sales across AT&T's product portfolio. Expertise in delivering exceptional customer service, resolving complex inquiries, and mentoring team members to enhance store performance. Currently pursuing a Bachelor of Science degree, applying strategic thinking and business management skills.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Bilingual Retail Sales Consultant
AT&T
El Paso, TX
11.2021 - Current
- Deliver top-tier customer service in both English and Spanish, resolving complex billing or equipment inquiries to maintain high store satisfaction ratings.
- 5-Year Proven Track Record: Sustained long-term success in consultative selling, customer retention, and brand execution within AT&T retail stores.
- Customer Satisfaction (CSAT): Built strong customer loyalty through effective problem de-escalation and personalized product pairing.
- Utilized AT&T point-of-sale systems (OPUS) and diagnostic tools to complete seamless transactions, account transfers, and hardware setups.
- Fostered strong customer loyalty through effective problem de-escalation and personalized product pairing, enhancing customer satisfaction
- Peer Support & Mentorship: Selected to guide incoming team members on promotional execution and OPUS workflows.
Assistant Manager
Corralito Steak House
El Paso, TX
10.2020 - Current
- Directed daily store operations, coordinated staff schedules, and supported floor execution to enhance customer experience.
- Supervised daily restaurant operations and ensured adherence to quality standards.
- Conducted team onboarding and coaching, and performed performance evaluations to optimize operational efficiency.
- Trained and mentored staff on customer service and food safety protocols.
- Managed inventory levels and coordinated with suppliers for timely deliveries.
Manager
Pokeworks
El Paso, TX
10.2017 - Current
- Managed inventory, operational reporting, and team scheduling to ensure seamless operations.
- Standardized store process documentation and coached team members to enhance service consistency.
- Supervised daily operations to ensure high-quality customer service.
- Trained staff on food preparation and safety standards.
- Managed inventory levels to optimize supply chain efficiency.
Education
Bachelor of Science - User Experience Design
Western Governors University
Salt Lake City, UT02-2026
Undergraduate Transfer Coursework -
El Paso Community College
El Paso, TX01-2018
High School Diploma -
Coronado High School
El Paso, TXSkills
- Wireless plans
- Connected devices and accessories
- Device protection
- Port-in processing
- Trade-in evaluations
- Point of sale
- Sales performance analysis
- Bilingual consultations and billing troubleshooting
- Bilingual consultations
- Account troubleshooting
- Customer relationship management
- Sales team coaching
- Team training initiatives
Certification
- Customer Service Excellence
- Leadership and Team Coaching
Core Competencies - Sales And Technical Competencies
- AT&T Product Ecosystem: Wireless Rate Plans (Unlimited/Prepaid), Fiber Internet, Connected Devices (Smartwatches, Tablets), Accessories, & AT&T Protect / Device Protection
- Sales & Account Operations: Account Upgrades, Port-Ins/Gross Adds, Trade-in Evaluations, Contract Negotiations, Cross-Selling
- Systems & Tools: Point of Sale (OPUS), Account Auditing & Diagnostic Tools, Inventory Systems
- Customer Care & Retention: Bilingual Consultations (English/Spanish), Billing & Account Troubleshooting, De-escalation & Conflict Resolution
- Leadership & Strategy: Strategic Thinking, Team Mentorship, Onboarding, Cross-Functional Communication
Timeline
Bilingual Retail Sales Consultant
AT&T
11.2021 - Current
Assistant Manager
Corralito Steak House
10.2020 - Current
Manager
Pokeworks
10.2017 - Current
Bachelor of Science - User Experience Design
Western Governors University
Undergraduate Transfer Coursework -
El Paso Community College
High School Diploma -
Coronado High School