Summary
Overview
Work History
Education
Skills
References
Timeline
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MICHELLE M. FUERTES ALMESTICA

Augusta,GA

Summary

Compassionate bilingual team lead and customer support professional with more than six years of experience guiding people through complex concerns, resolving barriers, managing escalations, and providing personalized solutions in fast-paced environments. Skilled in coaching team members, prioritizing urgent needs, documenting interactions accurately, coordinating across teams, and maintaining empathy, confidentiality, and sound judgment. Eager to bring these transferable strengths to OpenEd's Student Success team.

Overview

9
9
years of professional experience

Work History

Key Holder Team Lead / Retail Mobile Expert

T-Mobile
Augusta, USA
10.2022 - Current
  • Support daily retail operations as a key holder, including opening/closing responsibilities, team coordination, and maintaining consistent service and operational standards.
  • Coach and assist team members through complex customer concerns, policies, account issues, and high-volume periods while reinforcing clear expectations and effective problem-solving.
  • Manage escalated and emotionally sensitive customer situations using empathy, active listening, professionalism, and sound judgment to identify appropriate next steps.
  • Gather relevant account information, identify barriers, develop personalized solutions, and determine when additional leadership or cross-department support is needed.
  • Coordinate with Customer Care, leadership, and internal teams to resolve complex issues and provide customers with consistent support and follow-through.
  • Maintain accurate account notes, actions taken, resolutions, and follow-up information while protecting confidential customer data.
  • Prioritize urgent concerns alongside daily workload and share recurring customer or workflow challenges with the team to improve service consistency.

Customer Care Representative

T-Mobile
Caguas, USA
01.2019 - 09.2021
  • Provided high-volume phone support for billing, technical, service, and account concerns, using active listening to uncover needs and create individualized solutions.
  • De-escalated difficult interactions with empathy and professionalism while maintaining clear communication and appropriate boundaries.
  • Documented customer concerns, actions, and resolutions accurately across multiple systems to support continuity and accountability.
  • Coordinated with specialized departments when issues required additional intervention, resources, or escalation.
  • Maintained ownership and follow-up through resolution while balancing multiple cases, priorities, and systems.

Party Host & Waitress

Chuck E. Cheese's
Augusta, USA
01.2018 - 01.2019
  • Created a safe, welcoming environment for children and families while managing high-energy events and multiple priorities.
  • Communicated with parents and guests to understand needs, resolve concerns promptly, and adapt to changing situations.
  • Collaborated with team members to coordinate activities and maintain organized, positive guest experiences.

Fitting Room Associate

Walmart
Augusta, USA
01.2018 - 01.2019
  • Assisted customers from diverse backgrounds, responded to changing priorities, and maintained an organized, service-focused environment.
  • Supported store operations through teamwork, attention to detail, and professional communication.

Education

Technical Degree - Tourism & Hotels

NUC University
Caguas, Puerto Rico

Medical Assistant Technical Degree -

Esc. Superior Vocacional República de Costa Rica
Caguas, Puerto Rico

High School Diploma -

Academy of Richmond County High School
Augusta, GA

Skills

  • Team Leadership & Coaching
  • Escalation Management
  • De-escalation
  • Individualized Problem-Solving
  • Customer Advocacy
  • Documentation & Follow-Up
  • Cross-Team Coordination
  • Workflow Prioritization
  • Active Listening
  • Confidentiality
  • Microsoft 365
  • Salesforce
  • Atlas
  • CPR/AED
  • Bilingual English/Spanish

References

T-Mobile Store Manager

Sabrina Johnson

912-455-5164

Past T-Mobile Assistant Manager

Elijah Williams

757-748-4696

Walmart

Orlando Cardona

706-945-4647

CEC

Misti

803-341-2024

Timeline

Key Holder Team Lead / Retail Mobile Expert

T-Mobile
10.2022 - Current

Customer Care Representative

T-Mobile
01.2019 - 09.2021

Party Host & Waitress

Chuck E. Cheese's
01.2018 - 01.2019

Fitting Room Associate

Walmart
01.2018 - 01.2019

Technical Degree - Tourism & Hotels

NUC University

Medical Assistant Technical Degree -

Esc. Superior Vocacional República de Costa Rica

High School Diploma -

Academy of Richmond County High School
MICHELLE M. FUERTES ALMESTICA