Summary
Overview
Work History
Education
Skills
Qualities
Work Availability
Quote
Timeline
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Ester Shugart

Tucson,AZ

Summary

Results-driven professional with 10+ years of office, research, data entry, and problem-solving experience in multiple customer service industries. Seeking a challenging position to utilize a well-rounded and seasoned skillset and solid work ethics. Dedicated to continuous improvement, exceeding expectations, and pursuing professional growth and development.

Overview

10
10
years of professional experience

Work History

Call Receive Agent

Aaa Ncnu
11.2017 - 06.2023
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Facilitated communication between customers and other departments to facilitate resolution.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Responded to calls from AAA Motor Club members in need of emergency road service.
  • Determined members' coverage levels and understood their service requirements.
  • Provided recommendations for the best equipment or service based on individual needs.
  • Responded to status and updating requests, adapting to changes made by leadership, other departments, or members themselves.
  • Troubleshot and developed workarounds for multiple platforms, phone lines, and programs throughout the workday.

CDL Class A Driver

Digby Southwest
08.2015 - 09.2017
  • Maintained corresponding documents.
  • Operated with safety and skill to avoid accidents and delays.
  • Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
  • Dropped and hooked trailers and changed configuration of equipment.
  • Collaborated with dispatchers and utilized E-log computer systems for routing, pickup, and delivery of loads nationwide.
  • Maintained corresponding documents.
  • Demonstrated exceptional ethics, strategy, multitasking, precise time management, and meticulous paperwork for successful deliveries.

Support Agent for the Office of Tom Karenshack

Comcast, Xfinity
06.2013 - 07.2015
  • Handled customer emails sent to the office of Tom Karenshack, Customer Experience Vice President.
  • Managed and resolved issues resulting from problematic interactions or unfavorable encounters with employees representing different departments.
  • Familiarized with programs used by different teams and employees to effectively understand and assist customers, providing resolutions and offering appropriate credits or gifts.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Education

Associate of Applied Science - Business

University of Phoenix
Tucson
06.2012

Skills

  • Commercial driving (tractor-trailer and semi-freight) - 3 years
  • Communication skills - 10 years
  • Technical support - troubleshooting and remedy - 7 years
  • Multi-line phone systems - 10 years
  • Professional and creative writing skills - 10 years
  • Operating systems - managing and navigating files, folders, and system settings - 10 years
  • Software proficiency, troubleshooting, and workaround development - 10 years
  • Intermediate word processing, Research, and information literacy- 10 years
  • Escalation specialist - 10 years

Qualities

  • Dependability & exceptional work ethics
  • Adaptability & Resilience
  • Integrity & professionalism
  • Initiative & Collaboration
  • Customer/client Focus and and prompt resolutions

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

You can't help everyone, but everyone can help someone, and that's how a difference is made.
-E. L. Shugart

Timeline

Call Receive Agent

Aaa Ncnu
11.2017 - 06.2023

CDL Class A Driver

Digby Southwest
08.2015 - 09.2017

Support Agent for the Office of Tom Karenshack

Comcast, Xfinity
06.2013 - 07.2015

Associate of Applied Science - Business

University of Phoenix

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Ester Shugart