Matthew Esparza
Grand Prairie,TX
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
8
8
years of professional experience
Work History
Marketplace-E Specialist
Ritchie Bros. Auctioneers
Fort Worth, TX
08.2021 - Current
- Managed to broker and sell heavy machinery and equipment.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Helped customers find specific products, answered questions and offered product advice.
- Built and maintained relationships with peers and upper management to drive team success.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Adhered to company initiatives and achieved established goals.
Call Center Agent
ACU Call Center
Abilene, TX
02.2020 - 03.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Took over 90 inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base 55%.
- Corresponded with service department team members to build and implement successful solutions to customer problems.
Sales Associate
American Eagle Outfitters, Inc
Grand Prairie, TX
10.2016 - 02.2017
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered incoming telephone calls to provide store, products and services information.
- Negotiated and closed deals with minimal oversight.
- Acted as initial contact in addressing customer concerns.
- Built and maintained relationships with peers and upper management to drive team success.
Education
High School Diploma -
South Grand Prairie High School
Grand Prairie, TX05.2019
Psychology
Abilene Christian University
Abilene, TXSkills
- Quality assurance optimization
- Customer communications
- System documentation
- Interpersonal skills
- Communication skills
- Relationship Selling
- Sales Closing
- Adaptable and Flexible
Accomplishments
- Played Football throughout high school, and continued to walk on my freshman year of college to play for Abilene Christian University.
- Competed in multiple theatre competitions and won multiple medals.
- Used theatre background to excell in a acting/modeling career; being featured in multiple commercials/projects.
Timeline
Marketplace-E Specialist
Ritchie Bros. Auctioneers
08.2021 - Current
Call Center Agent
ACU Call Center
02.2020 - 03.2021
Sales Associate
American Eagle Outfitters, Inc
10.2016 - 02.2017
High School Diploma -
South Grand Prairie High School
Psychology
Abilene Christian University
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