Alicia Esquivel

Customer service professional with extensive remote and call-center experience supporting residential, retail, and healthcare customers. Skilled in high-volume inbound calls, email and chat support, account updates, payment arrangements, escalations, and detailed case documentation. Proficient in Salesforce, Yardi, and Noble systems, with a strong reputation for clear communication, calm problem-solving, accuracy, and dependable follow-through in fast-paced environments.

Customer Service Representative - Progress Residential Property Management - Tempe, AZ

(2023-05 - 2026-08)

• Handled 80-100 high-volume resident calls per day, resolving service questions, account concerns, and follow-up needs with professional and efficient communication.
• Maintained an 80%+ quality score while consistently meeting performance expectations in a fast-paced customer service environment.
• Created payment arrangements, updated resident profiles, documented cases, and provided accurate information across phone, chat, and email channels.
• Used Salesforce, Yardi, and Noble systems to track customer interactions, resolve issues, and maintain complete and accurate account records.
• De-escalated challenging calls and worked toward practical resolutions while protecting the customer experience and company standards.

Collections Coordinator - Kelly Services / Progress Residential - Scottsdale, AZ

(2022-10 - 2023-07)

• Supported residents with current and delinquent balances, payment options, account status questions, and documentation of collection activity.
• Handled sensitive conversations with professionalism and used Salesforce and Yardi to maintain accurate account notes and follow-up.

Customer Service Agent - Call Center - J-Curve Technologies - Tempe, AZ

(2022-06 - 2022-10)

• Resolved inbound customer calls and email tickets involving reimbursements, service concerns, and account-related questions in a fast-paced call-center setting.
• Provided timely follow-up, accurate information, and organized documentation to support efficient issue resolution.

Remote Customer Service Representative - Randstad / Target - Mesa, AZ

(2021-10 - 2022-01)

• Provided fully remote support for escalated guest calls, answered product and service questions, and managed inbound and outbound customer follow-up.
• Maintained a warm, professional tone while resolving concerns accurately and efficiently in a high-volume virtual environment.

Essential Worker - The Judge Group - Mesa, AZ

(2021-04 - 2021-04)

• Checked in patients at a COVID vaccination site, confirmed appointments, verified information, and scheduled follow-up visits.

Customer Service Representative - USA Group Inc.

(1998-01 - 2000-11)

Inbound Customer Service Representative - Walgreens Healthcare Plus

(1996-01 - 1998-12)