Executive Resolution & Escalation Specialist

Consuelo Chapa

Houston, TX • 832-***-**** • *****.********@*****.***

Professional Summary

Results-driven Resolution Specialist with a strong background in high-level customer escalations, conflict resolution, and operations management. Proven ability to de-escalate complex situations, protect company reputation, and drive measurable improvements in customer satisfaction. Recognized for improving BBB ratings, resolving executive-level complaints, and delivering effective solutions under pressure. Bilingual in English and Spanish.

Core Skills

●Conflict Resolution & De-escalation

●Customer Experience & Retention

●Investigations & Case Management

●Strategic Problem-Solving

●Data Analysis & Reporting

●Compliance & Risk Mitigation

●Multitasking in High-Pressure Environments

●Bilingual Communication (English/Spanish)

Professional Experience

Sr. Resolution Specialist

Fastrac Energy Services — Houston, TX

Jan 12, 2026 – Present

●Improved Better Business Bureau (BBB) rating from F to B in under 90 days through strategic case resolution and proactive customer engagement

●Managed high-level escalations, delivering timely, effective solutions while reducing complaint recurrence

●Conducted detailed investigations into complex customer issues, ensuring compliance and accurate resolution

●Strengthened customer trust and satisfaction through consistent follow-up and clear communication

●Responded to Attorney General Letters in a timely manner.

●Comunicated with Attorneys regarding lawsuits brought against the company provided requested documents

Executive Resolutions Specialist

Sunnova Energy Corporation — Houston, TX

Jul 2024 – Aug 2025

●Handled executive-level escalations, including cases directed to the CEO’s office

●De-escalated high-risk situations, preventing legal action and BBB complaints

●Ranked among top performers, resolving the highest volume of cases for 6 consecutive months

●Conducted in-depth investigations and provided data-backed resolutions

●Delivered bilingual support, improving communication and resolution times for Spanish-speaking clients

Operations Manager

JAV Construction — Houston, TX

Jul 2008 – Jul 2024

●Managed full business operations including scheduling, staffing, purchasing, and project execution

●Built and maintained strong client relationships, handling sales, inquiries, and issue resolution

●Oversaw budgeting, recordkeeping, and vendor coordination

●Improved operational efficiency through organization and process improvements

Bilingual Customer Service Representative

Southwestern Bell Telephone — Houston, TX

Aug 1998 – May 2002

●Provided customer support in English and Spanish via phone and email

●Resolved billing, service, and product issues efficiently

●Collaborated across departments to ensure smooth customer experiences

●Built strong customer relationships through follow-up and problem resolution

Education

University of Houston–Downtown - Criminal Law Texas Peace Officer License

North Houston Community College - GED

Languages

Fluent in English and Spanish

Microsoft 365: Word, Excel, PowerPoint, Outlook

Google Workspace: Docs, Sheets, Slides, Gmail

Business Systems: CRM Software (Salesforce)

Design & Editing: Canva

Video Conferencing: Zoom, Microsoft Teams

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