Nazario Escobar
Customer Experience Specialist
Leon
Summary
Bilingual professional with over 10 years of experience in customer service, administrative support, and team coordination. Strong background in handling complex inquiries, managing databases, and ensuring operational standards in remote environments. Reliable and organized, with a focus on problem-solving and clear communication.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Account Specialist & Credit Repair
Credit Glory LLC
Remote
03.2026 - 07.2026
- Credit Analysis & Dispute Resolution: Analyzed credit reports from major bureaus to identify inaccuracies, strategically drafting effective dispute strategies to optimize client credit profiles.
- Account Maintenance & Quality Assurance: Audited client files, accurately updated internal CRM databases.
- Managed client accounts, ensuring timely responses to inquiries and fostering strong customer relationships.
- Developed tailored solutions for clients, enhancing service satisfaction and retention rates.
- Collaborated with cross-functional teams to streamline processes and enhance operational efficiency within account management.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Led cross-departmental project to address common client pain point, improving overall client satisfaction and retention.
Administrative & Systems Associate
Callahan Auto Parts
Remote
09.2025 - 03.2026
- Inventory & Orders: Handle daily order processing and update inventory records in QuickBooks.
- Coordination: Act as a point of contact between suppliers and customers to confirm delivery times.
- Administration: Process invoices and maintain accurate digital records of sales and payments.
- Managed inventory levels to optimize stock availability and reduce excess waste.
- Oversaw daily operations, ensuring compliance with safety standards and operational guidelines across all departments.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Team Manager – Customer Experience
Alorica
Leon, Mexico
11.2023 - 07.2025
- Team Support: Supervised a group of representatives, providing guidance to meet quality and response time goals. use of IA Tools (Claude/ChatGPT) to optimize callflows and call reviews.
- Reporting: Lead WBR’s and QBR’s directly to stakeholders to optimize operational processes.
- Escalations: Handled difficult customer cases to find fair solutions and maintain service standards.
- Led team of customer service agents to enhance performance and meet operational targets.
- Developed training programs to improve staff skills and service quality.
- Implemented process improvements resulting in increased efficiency across departments.
- Conducted regular performance evaluations to identify areas for development and growth.
- Fostered a positive team environment through effective communication and conflict resolution strategies.
- Managed scheduling and workload distribution to optimize team productivity and service levels.
- Analyzed customer feedback to drive strategic initiatives aimed at enhancing user experience.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
Customer Service Specialist
Rocinante Health Tech
Leon, Guanajuato
12.2020 - 07.2023
- Document Management: Managed patient records and insurance verification under HIPAA privacy standards.
- Scheduling: Coordinated appointments and updated clinical information in the company’s platform.
- Developed and maintained strong relationships with clients, ensuring high levels of satisfaction.
- Analyzed customer feedback to identify trends and recommend process improvements for service delivery.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Insurance Verification
Bilingual Telesales & Billing Lead
Oportun (Progreso Financiero)
Leon, Guanajuato
03.2016 - 12.2020
- Account Support: Handled customer inquiries regarding billing, payments, and account status in a financial setting. QA compliance, and call handling efficiency within a KPI-driven environment.
- Guidance: Helped new team members get familiar with CRM tools and company policies.
- Verified accuracy of accounts payable payments, resulting in [8]% reduction in payment errors and check reissues.
Education
High School Diploma / GED - Humanities
Centro De Esudios Superiores
Cuernavaca, Mexico09.2009
Skills
Customer Support: Inquiry management, conflict resolution, and billing support
Tools: Microsoft Excel, Shopify, CRM navigation, and QuickBooks
Customer relationship development
Document management
Customer engagement
CRM software
Report writing
Decision-making
Teamwork and collaboration
Problem-solving
Reliability
Multitasking Abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Account Specialist & Credit Repair
Credit Glory LLC
03.2026 - 07.2026
Administrative & Systems Associate
Callahan Auto Parts
09.2025 - 03.2026
Team Manager – Customer Experience
Alorica
11.2023 - 07.2025
Customer Service Specialist
Rocinante Health Tech
12.2020 - 07.2023
Bilingual Telesales & Billing Lead
Oportun (Progreso Financiero)
03.2016 - 12.2020
High School Diploma / GED - Humanities
Centro De Esudios Superiores