Esmeralda Rosales

Bilingual Customer Services & IT Support Agent with 5 years of experience, engaging with clients for educational and technical support inquiries bringing personalized and efficient follow ups for assistance, preparing and presenting team performance reporting maintaining the utmost confidentiality. Looking to leverage my experience and knowledge into a position on this business environment.
 

Daimler, IT Support

Atos, Garcia, NL | February 2024 - Present

• On site Tech Support. Attending users' inquiries, resolving technical issues, repairing equipment, application errors and assistance to install/request peripherals; Support on local projects to ensure competition, follow-up on email chains with users & Providers.

Entergy, IT Support Atos, San Nicolas, NL | January 2022 - February 2024

• Queue Monitor. Developed a routing system and trained representatives to sort out received tickets leveling work on agents and rout accordingly cases for other departments. Level 2 Agent. Follow up and resolve support escalations educating users or performing troubleshooting on computational equipment via video, chat, email, phone or through remote sessions. Level 1 Agent. Attend inbound calls and tickets to resolve users' inquiries by educating, performing troubleshooting or routing to other teams.

Xfinity Internet Essentials, Customer Services

Results, San Nicolas, NL (Remote) | March 2021 - November 2021

• Customer Services. Attend inbound calls for enrollment assistance and orientation about the program. Tech Support. Attend inbound calls to diagnose equipment/services delays and app errors, identifying the causes, empathizing, educating and performing optimal troubleshooting.

Centene WellCare, Customer Services

• Customer Services. Attend inbound calls and follow up on new customers to assist on enrollment and educating about coverage of plans, searching form accurate medications, updating information and provider preferences.

Chime Bank, Customer Services

Teleperformance, Monterrey, NL | 2019-2020

• Customer Services. Attend inbound calls about enrollments, bank account status, benefits, fees, app features and shipping cards. Back- Office Assessor, Answering e-mail requests for bank statements, validating account status, reversing double charges and general inquiries.

• Floor support. Answering colleague questions, educating on customer care and research strategies, releasing charges, updating passwords and authorizing refunds, attending escalated calls to maintain metrics creating personalized bonds to help them to achieve goals and improving work.

Currently studying a degree. I have taken a variety of specialized courses in team management, customer service and ITs on Harvard platforms.