Esmailyn J. Frias
Newnan
Summary
My optimum goal is to obtain a position where I can maximize my management skills, training experience, interact with people, and also better my leadership skills. I love interacting on a one on one basis with diverse people. Being outgoing and overcoming differences and challenges have always been a top priority for me. As a young woman entering the business world my motto has always been “A professional gets the job done.” I believe that with a positive attitude something positive will always arise above the rest.
Overview
13
13
years of professional experience
Work History
Fans Relations Coordinator Tier 2
Warner Bros. Discovery
10.2021 - 08.2025
- Delivered outstanding customer support for Warner Bros. Discovery streaming platforms and content services, assisting thousands of users globally through email, chat, and phone.
- Maintained an average customer satisfaction rating of 95%+, exceeding team KPIs for resolution time, accuracy, and tone.
- Provided technical troubleshooting for streaming issues, billing inquiries, and account access, ensuring minimal disruption to viewer experience.
- Collaborated with cross-functional teams (Tech Support, Marketing, Content Operations) to escalate and resolve service-impacting issues quickly.
- Documented and tracked customer interactions in CRM tools (Zendesk, Salesforce) to identify recurring issues and recommend workflow improvements.
- Contributed to the development of internal knowledge base articles and customer-facing FAQs to streamline support and reduce ticket volume.
- Actively participated in remote team meetings and continuous improvement sessions to enhance customer engagement strategies.
Bi-Lingual Customer Information Representative Lead
MARTA
01.2013 - 04.2020
- Handle inbound and outbound calls in English and Spanish.
- Provide travel information and travel itineraries to patrons via the bus and rapid transit.
- Multitasked.
- Revised and translated information for Marta and our customer service department.
- Worked company events and did community outreach with Community Relations Department.
- Helped manager and supervisor with administrative work and revising the telephone prompts in Spanish and English.
- Metropolitan Atlanta Rapid Transit Authority
Education
Bachelors of Science - Business Management & Business Administration
Herzing University
01.2013
Skills
- Fluent in Spanish
- Fluent in English
- Customer Relationship Management
- Zendesk
- Max Agent
- Shopify
- Communication
- Remote work
- Chat
- Phone Support
- Technical Troubleshooting
- Streaming Services Support
- Discovery
- MAX
- Magnolia Network
- Remote Collaboration Tools
- Slack
- Microsoft Teams
- Zoom
- Administrative Skills
- Microsoft Office
- Conflict Resolution
- Empathy
Languages
Spanish
Native or Bilingual
Timeline
Fans Relations Coordinator Tier 2
Warner Bros. Discovery
10.2021 - 08.2025
Bi-Lingual Customer Information Representative Lead
MARTA
01.2013 - 04.2020
Bachelors of Science - Business Management & Business Administration
Herzing University