Lisa Esparza

I am an ambitious, detail oriented customer relations specialist with over ten years of experience in enhancing customer service & technical support across various industries. I am seeking the privilege of taking the next career step with a respected organization, who promotes growth, professionalism, diversity, and trust.

TIER III CUSTOMER TECHNICAL SUPPORT, ADT SECURITY; IRVING, TX — JULY 2021-JUNE 2022

• Assisted customers with technical issues in regards to an extensive variety of ADT alarm systems, such as the Command Panel, Safewatch Pro 3000, DSC Impassa, Quick Connect Plus, IQ2 Panel, Total Security, BHS, etc.
• Troubleshooted issues for both wired & hard wired security cameras, such as networking issues, IP address changes/port forwarding, motion detection, and ground rule analytics. Troubleshooting was done either over the phone, or by remoting into the customer’s PC or their internet router if needed.
• Helped customers set up their Z-Wave devices & automation rules for garage door controllers, smart plugs/lighting, smart locks, and smart thermostats.
• ADT recently partnered with Google, so we provided assistance with Google products as well, such as the Google Nest Doorbell, Google Hub Max, Google Nest Mini, Nest Thermostat, and other Google Smart Home devices.
• Assisted commercial customers with their access control systems (Brivo Card Access, DMP, Eagle Eye).
• Scheduled on site technician appointments once all tools & troubleshooting steps had been exhausted.

• Assisted all AT&T/DIRECTV customers strictly through social media platforms (Twitter, Facebook, Instagram, etc.).
• Assisted customers with any questions or concerns they had about their bills or about the variety of services provided by AT&T, such as wireless, TV, internet, streaming options, security, etc.
• Walked customers through troubleshooting steps when needed for all services.
• Documented & submitted all feedback provided by customers for in-store experiences, and for over-the-phone experiences.

• Managed a team of 15+ agents who took inbound calls for a variety of contracted clients.
• Reviewed each agents’ calls weekly by completing call assessments, and then following up with a coaching with each individual agent. Handled any disciplinary action needed for all agents, such as verbal warnings, write ups, final warnings, etc.
• Maintained a record of all the agents' attendance, and made sure they adhered to their schedules.
• Completed any other managerial duties assigned by upper management in a timely manner.

• Approached potential new customers about their electricity providers, and why switching over to Reliant would be the best choice for them.
• Went over the customer's electricity bills with them to be able to set them up with the most affordable plan that met their needs. 
• Assisted existing customers with their accounts; helped them renew their plans, pay their bills, updated the accounts, etc.

• Assisted members of the Avast Antivirus Software Program.
• Remoted into the member’s PC to assist with installing the software, or to run diagnostic reports on existing members.
• Resolved any Tier 1 issues the member’s might have, and pitched/sold the premium Avast package when necessary.

• Handled calls for the customers of the Humana Mail Order Pharmacy.
• Assisted customers with acquiring prior authorizations for certain medications.
• Placed orders for all medications, and answered the customer’s questions about the medications.

• Enrolled new customers in a variety of health coverage plans through the Health Insurance Marketplace.
• Assisted existing customers document any life changes that would affect their coverage.
• Provided all around customer service in a courteous manner.

MIDWAY HIGH SCHOOL, WACO, TX; HIGH SCHOOL DIPLOMA — AUGUST 2006-JUNE 2010