Ezequiel Equihua
Lake Forest,CA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Experienced with leading customer service coordination in fast-paced environments. Utilizes strategic planning and team management to improve service efficiency. Track record of implementing process improvements and fostering customer-centric culture.
Consistently maximize satisfaction by offering every customer industry-leading service and support. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue, and resolving conflicts.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Service Coordinator
Gatekeeper-Systems
Foothill Ranch, CA
12.2025 - Current
- Led customer service initiatives to enhance client satisfaction and loyalty.
- Mentored junior staff on best practices in customer interactions and conflict resolution.
- Developed training materials to improve team efficiency in handling customer inquiries.
- Streamlined support processes, reducing response times and improving service delivery.
- Coordinated cross-departmental collaboration to resolve complex customer issues effectively.
- Established performance metrics, driving accountability and consistent service quality across the department.
- Established a positive work environment by promoting effective communication, teamwork, and mutual respect among staff members.
- Implemented new strategies for handling escalated customer issues, reducing resolution time significantly.
- Delivered exceptional client service experiences while maintaining compliance with company policies and industry regulations.
Customer Service Coordinator
Gatekeeper-Systems
Foothill Ranch, California
04.2025 - 12.2025
- Assisted in maintaining accurate customer records using CRM software.
- Responsible for generating work orders upon customers submitting service requests, and managing cases through resolution.
- Provided customer service assistance to customers via phone and email.
- Ensured that all customer inquiries were responded to in a timely manner.
- Communicated regularly with other teams across the organization regarding any changes or updates in regards to client accounts or services offered.
- In charge of two big stores throughout the Northeast region (Stop & Shop and Giant Foods). Maintained customer communication with both store management and franchise operations.
- Worked with third-party technicians to ensure that, once on-site, we get systems operational (Purchek & Containment) and running for the store. While avoiding having to return for a second trip.
- Lead monthly client meetings to evaluate satisfaction levels and confirm that services consistently meet expectations.
- Upon completion of services, we prepare and process invoices to bill customers for the work performed.
Data Entry Clerk
Atosa USA, Inc.
Lockport, Illinois
02.2024 - 02.2025
- Roughly 30-40 Inbound / Outbound calls daily answering concerns from both 3rd party Freight carriers & Dealers (Clients).
- In charge of making sure all incoming emails (50-100) are answered promptly. Also all shipping damages or concerns need to be resolved by the end of day. While keeping the customer aware of next steps being taken.
- Incoming Purchase orders by clients are inputted into a system called SAP. Once we complete PO (Purchase Order) we convert into a sales confirmation which we send to the customer confirming both tracking information & products being purchased.
- If damage is done through shipping our responsibility is to assure the customer a replacement will be sent the same day with no additional charges. We then create an updated sales order with new freight information & get the item sent out ASAP.
Mason Tender
LARMCO CONSTRUCTION
Chicago, IL
07.2023 - 12.2023
- Assisted with mixing and preparing mortar and other materials for masonry projects.
- Operated tools such as trowels, chisels, and concrete saws to support masonry tasks.
- Maintained clean and organized work areas to enhance safety and efficiency.
- Collaborated with masons to ensure timely completion of construction projects.
- Followed safety protocols to minimize risks on job sites and protect team members.
- Built and took down scaffolding for larger jobs.
- Demonstrated strong work ethic while performing physically demanding tasks such as lifting heavy objects or operating machinery.
- Prevented delays in project completion through effective time management skills, prioritizing tasks according to urgency levels.
- Cut materials to the correct size using power saws, chisels, or hammers, ensuring proper fit and placement.
Loan Processor
Mr. Cooper
Santa Ana, California
11.2020 - 04.2023
- Provided support to loan officers by preparing loan files and submitting them to the underwriting team for approval.
- Worked directly with customers and third parties on retrieving all proper documents needed.
- Reviewed and verified customer's qualifying documents such as income, employment history, property appraisals and title insurance information.
- Responsible for ensuring that all documents and signatures are in for final submission.
- Maintained a pipeline of over 40 loans while meeting funding expectations of 25-30 loans a month.
- Named top performer on my team for 6 consecutive months.
Loan Processor Assistant
Mr. Cooper
Santa Ana, California
06.2020 - 10.2020
- Contacted and managed documentation and forms from third parties.
- Notated key factors regarding documents required for loan applications.
- Assisted Loan Processors with any rushed documentation needed.
- Submitted loans to underwriting while updating the customer on their loan application status.
Case Manager
3DayBlinds
Irvine, California
08.2019 - 01.2020
- Resolved customer issues and concerns in a timely manner.
- Provided proper documentation within CRM on each individual case to fallback on resolutions/issues.
- Communicated with third party installers and design consultants to get detailed information on the customer's issues to resolve the customer's concerns.
Customer Care Representative
3DayBlinds
Irvine, California
02.2019 - 08.2019
- Received 300 incoming and outgoing calls daily.
- Created cases regarding the customer's concerns and escalated them to the case management team for further assistance.
- Communicated via email with third parties and customers to resolve issues daily.
Education
Associate of Science -
Fullerton College
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Encompass
- Veri-Tax
- FHA Connection
- Value Trust
- Fluent in Spanish
- Effective communicator
- Active listener
- Excellent writing skills
- Strong work ethic
- Organized
- Effective problem-solver
- Adaptable to change and new ideas
- Customer service excellence
- CRM software
- Call center experience
- Complaint handling
- CRM software expertise
- Escalation management
- Strong leadership
- Decision-making capacity
- Cross-functional coordination
- Staff training
- Documentation review
- Customer support
- Reporting and documentation
Certification
NMLS (Nationwide Mortgage Licensing System) Safe Exam Training
Timeline
Senior Customer Service Coordinator
Gatekeeper-Systems
12.2025 - Current
Customer Service Coordinator
Gatekeeper-Systems
04.2025 - 12.2025
Data Entry Clerk
Atosa USA, Inc.
02.2024 - 02.2025
Mason Tender
LARMCO CONSTRUCTION
07.2023 - 12.2023
Loan Processor
Mr. Cooper
11.2020 - 04.2023
Loan Processor Assistant
Mr. Cooper
06.2020 - 10.2020
Case Manager
3DayBlinds
08.2019 - 01.2020
Customer Care Representative
3DayBlinds
02.2019 - 08.2019
Associate of Science -
Fullerton College