Technical Support & Customer Success Specialist

Ernest Espinoza

San Antonio, TX 210-***-**** ****************@*****.***

LinkedIn: www.linkedin.com/in/ernest-espinoza54008a405

TECHNICAL SUPPORT SPECIALIST CUSTOMER SUCCESS APPLICATION SUPPORT

Customer Support Professional with 10+ years of experience supporting financial, healthcare, and government clients in high-volume service environments. Skilled in troubleshooting account issues, resolving technical inquiries, managing escalations, and improving customer experiences through effective communication and problem-solving. Experienced with CRM platforms, ticketing systems, technical documentation, and cross-functional collaboration.

CORE SKILLS

Technical Troubleshooting Customer Support Application Support CRM Systems Jira Ticket Management Escalation Management Account Configuration SQL Basics REST APIs JSON Data Validation AWS Fundamentals Knowledge Base Documentation AI Prompt Engineering Microsoft Office Conflict Resolution Stakeholder Communication

PROFESSIONAL EXPERIENCE

JPMorgan Chase — Business Specialist San Antonio, TX

May 2024 – Mar 2025

• Supported 60+ business account inquiries daily, troubleshooting account access, billing, and configuration issues.

• Managed high-volume service queues while prioritizing urgent customer requests and escalations.

• Resolved billing disputes and fraud-related cases by analyzing account details and internal systems.

• Educated clients on digital banking tools and workflows to improve adoption and self-service.

• Partnered with internal teams to identify recurring issues and improve customer support processes.

Addison Group (Leidos QTC) — Customer Service Representative III San Antonio, TX

Oct 2023 – Jan 2024

• Coordinated medical evaluation scheduling and supported veteran healthcare service requests.

• Managed service ticket lifecycles, reimbursements, and provider communication.

• Maintained strict compliance while handling confidential customer information.

• Documented recurring issues and contributed to knowledge base improvements.

Accenture — Customer Service Representative San Antonio, TX

Oct 2022 – Jan 2023

• Assisted customers with benefit applications and resolved technical submission issues.

• Troubleshot complex account and eligibility concerns through structured problem-solving.

• Maintained accuracy across 500+ digital records while protecting sensitive information.

Vericast — Banking Customer Service Representative San Antonio, TX

Apr 2022 – Oct 2022

• Provided technical account support for banking clients through phone and email channels.

• Resolved billing inquiries, order issues, and customer account concerns using CRM tools.

• Delivered consistent customer service while managing frustrated customer interactions.

Aerotek — Customer Service Associate San Antonio, TX

Aug 2021 – Mar 2022

• Supported medical supply operations and coordinated nationwide customer requests.

• Managed data entry, billing information, and account updates with high accuracy.

• Provided multi-channel support across phone, email, and chat environments.

Carenet Healthcare Services — Care Coordinator Mar 2019 – Mar 2020

• Served as primary contact for urgent healthcare requests and patient coordination.

• Collected information, arranged transportation, and supported timely resolution.

• Trained new employees on procedures and workflow efficiency.

U.S. Army — Specialist (E-4)

Jan 2012 – Jan 2015

• Managed accountability of equipment and supplies valued over $200K.

• Maintained accurate records for mission-critical inventory operations.

• Demonstrated leadership, reliability, and teamwork in high-pressure environments.

EDUCATION

John Jay High School — Diploma

TECHNICAL FOUNDATION

SDLC Understanding SQL Queries REST API Concepts Python Foundations Git Workflows HTTP Response Codes AWS Cloud Fundamentals Bash/Terminal Navigation

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