Open to opportunities

Esteban Russo

@estebanrusso1

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Customer service and remote support specialist with 14+ years' experience.

United States

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What I'm looking for

I seek remote or hybrid roles in customer/technical support where I can apply my compliance-focused, tech-enabled problem-solving to improve satisfaction and retention while mentoring teams and supporting operational efficiency.

I am a seasoned customer service and remote support specialist with over 14 years of combined experience in customer-facing roles, sales, and team supervision. I bring a calm, empathetic approach to high-pressure situations and prioritize clear communication and confidentiality.

My background spans phone, email, live chat, and in-person support across healthcare, corrections, transportation, and sales environments. I have consistently resolved complex issues while adhering to HIPAA and other compliance standards.

I am tech-savvy with hands-on experience using CRM and ticketing platforms such as Zendesk, Salesforce, and ServiceNow, plus remote collaboration tools like Zoom, Teams, and Slack. I have a track record of meeting and exceeding targets, onboarding clients, and maintaining long-term relationships.

I seek roles where I can leverage my problem-solving, de-escalation, and training skills to improve customer satisfaction and retention, support teams, and contribute to efficient, compliant operations.

Experience

Work history, roles, and key accomplishments

Current

Assistant Conductor

Current

Amtrak

Jun 2025 - Present (4 months)

Provide customer service to passengers, manage schedules and crew coordination, and resolve in-transit passenger issues while ensuring safety and compliance.

Customer Service Conflict Resolution Scheduling Safety Compliance Communication Teamwork

Correction Officer

New York State Department of Corrections

Mar 2014 - Jul 2025 (11 years 4 months)

Delivered confidential employee support services, managed incident reporting and secure records, and applied de-escalation and conflict resolution to handle sensitive workplace situations.

Incident Reports Records Management Conflict Resolution Employee Support Documentation

Independent Sales Representative

Independent

Jan 2022 - Dec 2024 (2 years 11 months)

Sold and installed credit card processing equipment for SMBs, managed full sales cycle, and provided onboarding and technical training to ensure smooth adoption and ongoing client support.

Sales Onboarding POS Hardware Client Relationship Management Troubleshooting Prospecting Closing Technical Training

Assistant Residential Manager

Devereux

Jan 2010 - Mar 2014 (4 years 2 months)

Supervised staff and coordinated resident care, managed scheduling and documentation, and resolved team conflicts to ensure high-quality service delivery.

Team Supervision Scheduling Resident Care Documentation Conflict Resolution Care Management Communication

Customer Support Specialist

UnitedHealthcare

Jan 2013 - Feb 2014 (1 year 1 month)

Provided phone and email support to members, resolved complex healthcare inquiries using CRM systems, and ensured HIPAA-compliant handling of sensitive personal data.

Customer Support CRM Email Support Phone Support HIPAA)Case Management Troubleshooting Data Privacy

Direct Support Professional

Northeast Center for Special Care

Jan 2008 - Jan 2010 (2 years)

Provided personalized care and support to residents, documented client progress, and communicated effectively with healthcare teams to ensure safety and comfort.

Personal Care Progress Documentation Client Advocacy