Summary
Overview
Work History
Education
Skills
References
Programs
Languages
Timeline
Generic

Estefany Polanco

Bethlehem,PA

Summary

Dedicated customer service professional with over 5 years of experience. Delivering consistent, reliable support for detailed diagnostics and troubleshooting. Transitioning to a career as an ASL interpreter. Will be completing my ASL certification and am eager to leverage strong communication skills to facilitate effective communication for the deaf and hard-of-hearing community.

Overview

6
6
years of professional experience

Work History

Technical Support

Conduent
08.2021 - 07.2023
  • Leveraged system logs, remote troubleshooting tools, and diagnostic utilities for a comprehensive problem analysis, to ensure efficient and prompt hardware and software issue resolution
  • Guided users through the account recovery process, leveraging authentication and security protocols, to ensure a smooth and secure restoration of access to their accounts and associated services
  • Provided seamless assistance to users in configuring and troubleshooting VPN connections on electronic devices, ensuring secure and reliable access to networks and resources.

Customer Care

Hansen Technologies
12.2018 - 08.2020
  • Fielded inbound requests via email, Workflow Gens, phone calls from clients and customer service representatives to provide timely, accurate information and solutions to our end users
  • Ensured accurate billing and reporting that met Service Level Agreement standards through consulting with Northeast and Mid-West region utilities
  • Initiated and tested several business process improvements through JIRA for daily operational work and system updates.

Customer Service

iQor
07.2017 - 04.2018
  • Handle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service
  • Updated vendor/customer accounts by reconciling monthly statements and related transactions
  • Efficiently de-escalated customer calls during power outages by providing real time solutions & Support.

Education

Certification - American Sign Language (ASL)

Compass Sorenson
Remote
12.2024

Skills

  • Trilingual: English, Spanish, and Sign Language
  • Great interpersonal skills
  • Dedicated to providing quality customer service and improving client satisfaction
  • Remote Technical Support

References

Available Upon Request

Programs

  • Microsoft Office 365
  • Experience in a PeopleSoft and/or HCM
  • Salesforce
  • Enterprise Software

Languages

Spanish
Native or Bilingual
Sign Language
Native or Bilingual

Timeline

Technical Support

Conduent
08.2021 - 07.2023

Customer Care

Hansen Technologies
12.2018 - 08.2020

Customer Service

iQor
07.2017 - 04.2018

Certification - American Sign Language (ASL)

Compass Sorenson

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Estefany Polanco