Empathetic Customer Service Specialist with Multi-Tasking Expertise
Resume:
Esperanza Farias
Customer Service Representative
Professional Summary
I am a real people’s person with a genuine passion and flair for communication. I am able to display real empathy and efficiency when dealing with all types of customers and I am able to multitask very well.
Work Experience
Cashier, Kentucky Fried Chicken, San Antonio
April 2015 - December 2017
I served as a Cashier at Kentucky Fried Chicken, delivering fast, accurate service to 100+ customers daily while upholding brand standards. I processed transactions, handled cash and card payments, and balanced tills with zero discrepancies. I improved order accuracy by actively verifying tickets and coordinating with kitchen staff, reducing wait times by 15%. I trained new associates on POS systems, upselling techniques, and safety procedures, contributing to a 10% increase in average ticket value. I maintained clean dining and service areas, ensuring compliance with health and safety regulations and fostering a positive customer experience.
Customer Service Representative, Conduent, San
Antonio
February 2018 - August 2019
As a Customer Service Representative at Conduent, I delivered exceptional support to a diverse client base by promptly resolving inquiries, troubleshooting issues, and guiding users through complex processes. I achieved first-contact resolution, reducing average handling time by 15% while maintaining 95% customer satisfaction. I managed high-volume calls, chats, and emails with accuracy, documented interactions in CRM, and escalated critical cases to appropriate teams. I contributed to process improvements, created knowledge-base articles, and mentored new hires on best practices, maintaining compliance with security and quality standards and driving measurable business impact.
Customer Service Representative, Maximus, San
Personal Information
************@******.***
333 W Cheryl Dr Apt 4101,
San Antonio, 78228, United
States
Date / Place of Birth
/ San Antonio, TX
Skills
Teamwork
Problem Solving
Organization
Financial Analysis
Attention to Detail
Antonio
December 2019 - June 2020
As a Customer Service Representative at Maximus, I delivered exceptional support by promptly resolving inquiries and guiding clients through complex processes with clarity and empathy. I consistently met and exceeded performance metrics, achieving a 95% first-contact resolution rate and a 20% reduction in average handling time. I proactively identified process gaps, collaborated with cross-functional teams to implement improvements, and mentored new agents to uphold service standards. My data- driven approach improved customer satisfaction scores, reduced escalations, and strengthened client trust, while ensuring compliance with program policies and confidentiality requirements.
Customer Service Representative, Harlandclarke, San Antonio
June 2020 - October 2022
Provides exceptional customer service, involving confirmation of payment, while working in a high volume, sales environment. Follows established policies in accordance with the bank and the supervisor’s direction. Meets monthly new account production goals as assigned by upper management.
Customer Service Representative, Wells Fargo, San Antonio
April 2023 - December 2025
Handle the processing of credit card applications, respond to customer inquiries, manage account services, and ensure compliance with all financial
Evaluate the credit risk of potential borrowers by analyzing their financial statements, credit history, and other relevant information
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