Ester Paredes
Dallas,TX
Summary
Dedicated and results-oriented customer service professional with over 5 years of experience. Demonstrated ability to provide exceptional service and build strong relationships with customers. Proven track record of resolving complex issues and ensuring customer satisfaction. Adept at multitasking in fast-paced environments while maintaining attention to detail.
Overview
10
10
years of professional experience
Work History
Team Lead
City of Cedar Hill
Cedar Hill, TX
04.2024 - Current
- Provides premier customer service to citizens, internal and external customers by responding to requests in a positive, timely, effective and professional manner
- Greets customers in person and over the phone to answer questions regarding their utility account; answers concerns/questions via telephone or written correspondence
- Processes sewer averaging by running updates, checking reports, highlighting incorrect reports and changing information in the computer
- Maintains accounts by setting up new accounts, posting deposits, transferring disconnected accounts, transferring moved accounts, generating meter tickets and ensuring information is correct for billing
- Adjusts utility bills by figuring water and sewer adjustments for leaks, sewer averaging, over-reads and errors in posting
- Posts payments to customer’s accounts and prepares a daily report
- Opens and sorts mail daily, sets up new customer records, prepares disconnects, reconnection of service and re-reads for field services
- Processes NSF checks, bankruptcy, files proof of claim forms and affidavits
- May compose correspondence to customers or agencies
- Proactively identify and communicate potential leaks to customers
- Review AMI data for accuracy and overall system performance
- Performs other duties, as necessary
- Requires the ability to serve in an on-call/substitute role
Sr. Travel Consultant
Southwest Airlines
Dallas, TX
11.2022 - 04.2024
- Take incoming calls, respond to travel emails in timely manner
- Responsible for creating and booking travel itineraries domestic and international
- Responsible for issuing and re-issuing and re- calculating fares
- Assist employees with questions about travel benefits
Emergency Dispatcher
ADT Security Services
Irving, TX
06.2021 - 11.2022
- Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties
- Paying attention to detail while documenting alarm handling procedures within the alarm screens
- Completing alarm processing in accordance with departmental procedures
- Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs
- Receiving inbound calls related to alarm call back inquires
Merchandiser Assistant Manager/ Loss Prevention Detective
Marshalls
Temple, TX
11.2014 - 05.2021
- Responsible for delivering a highly satisfied customer experience demonstrated by engaging and interacting with all customers, embodying customer experience principals and philosophy, and maintaining a clean and organized store environment
- Adheres to all operational, merchandise, and loss prevention standards
- May be cross-trained to work in multiple areas of the store in order to support the needs of the business
- Role models established customer experience practices with internal and external customers
- Supports and embodies a positive store culture through honesty, integrity, and respect
- Accurately rings customer purchases/returns and counts change back to customer according to established operating procedures
- Promotes credit and loyalty programs during customer interactions
- Maintains and upholds merchandising philosophy and follows established merchandising procedures and standards
- Accurately processes and prepares merchandise for the sales floor following company procedures and standards
- Initiates and participates in store recovery as needed throughout the day
- Maintains all organizational, cleanliness, and recovery standards for the sales floor and participates in the maintenance/cleanliness of the entire store
- Provides and accepts ongoing recognition and constructive feedback
- Adheres to all labor laws, policies, and procedures
- Supports and participates in store shrink reduction goals and programs
- Participates in safety awareness and maintenance of a risk-free environment
- Performs other duties as assigned
- Develop creative plans to increase store sales
- Coordinate and supervise loss prevention and operational programs
- Ensure every customer has a positive shopping experience
- Hire, train, supervise and mentor a team of AssociatesManage the daily activity of the sales floor, backroom, front end and cash office
- Improve store layout and efficiency
- Adheres to established shoplifter guidelines and policies
- Provides timely, courteous and knowledgeable service to customers
- Promotes a culture of honesty and integrity; maintains confidentiality
- Observes, apprehends, and/or deters any acts of dishonesty from outside sources
- Participates in investigations and surveillance as assigned
- Ensures apprehensions are consistent with store theft activity
- Completes and distributes paperwork in an accurate and timely manner
- Maintains appropriate evidence, demonstrates understanding of law enforcement procedures and professionally participates in legal activities as needed (e.g., police calls, etc.)
- Coordinates and complete shrink related activities in partnership with Store Management
- Adheres to all labor laws, policies, and procedures
- Supports and participates in store shrink reduction goals and programs
- Encourages Associate use of shrink reduction resources
- Promotes safety awareness and supports maintenance of a safe environment
Education
General educational development - undefined
Temple College
Temple, TX05.2012
Skills
- Dispatching
- Data entry
- Typing
- Microsoft Excel
- Computer skills
- Customer service
- Technical support
- Supervising experience
- Recruiting
- Leadership
- Sales
- Security
- Microsoft Office
- Windows
- Management
- Cash handling
- Front desk
- Driving
- Process improvement
- Computer literacy
- Office experience
- Spanish
- Communication skills
- Time management
- Loss Prevention
- Operating Systems
- Merchandising
- Microsoft Outlook
- Mentoring
- Bilingual
- English
- Troubleshooting
- Databases
- Administrative Experience
- Assistant Manager Experience
- Hospitality (10 years)
- Oracle
- Help Desk
- Quality Assurance
- Hospitality
- Interviewing
- Cash register
Languages
Spanish
Native or Bilingual
Assessments
- Customer focus & orientation — Proficient
- November2021
- Responding to customer situations with sensitivity
- Full results: Proficient
- Management & leadership skills: Impact & influence — Proficient
- July2022
- Choosing the most effective strategy to inspire and influence others to meet business objectives
- Social media — Proficient
- March2022
- Knowledge of popular social media platforms, features, and functions
- Attention to detail — Proficient
- Identifying differences in materials, following instructions, and detecting details among distracting information
- Warehouse safety — Proficient
- September2022
- Using safe practices in a warehouse setting
- Basic computer skills — Proficient
- May2023
- Performing basic computer operations and troubleshooting common problems
- Recruiting — Proficient
- Managing the candidate sourcing and selection process
- Sales fit — Proficient
- Measures the traits that are important for success in sales positions
- Retail customer service — Proficient
- Responding to customer situations in a retail setting
- Customer service — Proficient
- Identifying and resolving common customer issues
- Work motivation — Proficient
- January2022
- Level of motivation and discipline applied toward work
- Data entry: Attention to detail — Proficient
- Maintaining data integrity by detecting errors
- Call center customer service — Proficient
- Demonstrating customer service skills in a call center setting
- Work style: Reliability — Proficient
- Tendency to be reliable, dependable, and act with integrity at work
- Scheduling — Proficient
- Cross-referencing agendas and itineraries to avoid scheduling conflicts
- Delivery driver — Proficient
- June2022
- Interpreting instructions or signs and solving problems
- Administrative assistant/receptionist — Proficient
- December2021
- Using basic scheduling and organizational skills in an office setting
- Work style: Professionalism — Proficient
- Tendency to be accountable, professional, open to feedback, and act with integrity at work
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
Team Lead
City of Cedar Hill
04.2024 - Current
Sr. Travel Consultant
Southwest Airlines
11.2022 - 04.2024
Emergency Dispatcher
ADT Security Services
06.2021 - 11.2022
Merchandiser Assistant Manager/ Loss Prevention Detective
Marshalls
11.2014 - 05.2021
General educational development - undefined
Temple College