Yesenia Esparza
Johns Island,SC
Summary
Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike.
Well-spoken professional with several years of experience supporting companies with up to several customer service inquiries daily. Patient and helpful navigator of company policies and regulations to best serve customers while adhering to company rules. Successful de-escalator, responding to tense situations with sense of calm and empathy.
Overview
5
5
years of professional experience
2021
2021
years of post-secondary education
Work History
Call Agent
Doctors Office
Charleston, SC
02.2022 - 04.2025
- Managed incoming calls to schedule patient appointments efficiently.
- Verified patient information to ensure data accuracy and confidentiality.
- Assisted patients with inquiries regarding services and insurance coverage.
- Utilized electronic medical record systems for scheduling and documentation.
- Collaborated with healthcare team to improve patient service processes.
- Trained new staff on call handling procedures and office protocols.
Call Center Representative
Iqor
Charleston, SC
01.2021 - 12.2023
- Managed high volume inbound customer inquiries efficiently.
- Resolved customer issues using company support tools.
- Documented interactions accurately in the CRM system.
- Trained new staff on call handling procedures and systems.
- Provided feedback to improve customer service processes.
Customer Service Representative
Walmart
Charleston, South Carolina
06.2020 - 12.2021
- Assisted customers with inquiries and product selections.
- Resolved customer complaints through effective communication and problem-solving.
- Processed transactions accurately using point-of-sale systems.
- Collaborated with team members to ensure timely restocking of merchandise.
Education
St. John’s High School
Charleston, South CarolinaSkills
- Electronic medical records
- Customer relationship management
- Call handling
- Patient scheduling
- Data verification
- Team collaboration
- Issue resolution
- Conflict resolution
- Training staff
- Adaptive learning
- Interpersonal skills
- CRM software
References
References available upon request.
Timeline
Call Agent
Doctors Office
02.2022 - 04.2025
Call Center Representative
Iqor
01.2021 - 12.2023
Customer Service Representative
Walmart
06.2020 - 12.2021
St. John’s High School