Xavier Escamilla
@xavierescamilla
Customer success and operations specialist improving SLAs, QA/UAT, and order accuracy.
MexicoWhat I'm looking for
I’m a customer-centric specialist with 7+ years in technology and software environments, focused on improving response SLAs, driving product adoption, and resolving complex order/ticket issues. I translate customer feedback into process improvements while managing high-volume queues without sacrificing quality.
In my recent role at Carbon Systems, I managed 100+ tickets per day in Zendesk, cutting unattended time by 35% and reducing response times by 25% through routing, SLAs, and macros. I also processed 70+ orders weekly with 100% accuracy by validating inventory levels, payment status, and configuration details, and I built SOPs/KB to keep backlog health and ticket volume visible for data-driven decisions.
I’ve also led QA/UAT in Azure DevOps by approving/rejecting releases and delivering actionable defect notes to developers to support smooth launches. Earlier, I provided first-level help desk support for POS/BOS and back-office systems across McDonald’s locations, and I handled inbound customer needs while consistently exceeding expectations on operational accuracy and service outcomes.
Experience
Work history, roles, and key accomplishments
Customer Success & Operations
Carbon Systems
Aug 2023 - Present (2 years 10 months)
Managed 100+ tickets per day in Zendesk, cutting unattended tickets by 35% and reducing response times by 25% through routing, SLAs, and macros. Processed 70+ orders weekly with 100% accuracy, and led QA/UAT in Azure DevOps to support smooth releases.
Customer Success Specialist
Kin Insurance
Mar 2022 - Jul 2023 (1 year 4 months)
Handled 120+ back-office tickets per day, updating customer accounts and policies, processing payments, and maintaining up-to-date records with zero compliance lapses. Consistently delivered high operational accuracy while managing high daily ticket volume.
Technical Support Tier 1
Atos (RTS)
Sep 2021 - Mar 2022 (6 months)
Provided first-level technical support to hundreds of McDonald’s locations across the United States, maintaining business continuity for POS, BOS, and back-office systems. Troubleshot POS and peripherals, PED devices, cash drawers, and LAN/WLAN/WAN and server connectivity issues.
Customer Service Representative
ANDX (J.Crew)
Aug 2019 - Sep 2021 (2 years 1 month)
Resolved 60+ inbound customer calls daily on orders, deliveries, product details, refunds, and exchanges, consistently exceeding customer expectations. Drove credit card enrollments through proactive selling and ranked among the top sellers while meeting or surpassing monthly sales targets.
Service Specialist (Support)
Conduent (Xerox)
Feb 2019 - Aug 2019 (6 months)
Provided first-line technical support for Xerox printers, copiers, and fax machines, focusing on hardware troubleshooting and seamless network-based integration. Managed inventory for critical supplies (toner, drum cartridges, fusers, developers, feeding rolls) to prevent shortages and keep operations running.
Sales Representative (Renewals)
Global Telesourcing (SiriusXM)
Aug 2018 - Feb 2019 (6 months)
Drove renewals with 100+ cold calls per day, closing up to 10 sales per week and frequently upselling premium packages to improve team results. Used consultative selling (active listening and persuasion) to tailor offers for hesitant customers.
Education
Degrees, certifications, and relevant coursework
Sandra Day O'Connor High School
High School Diploma, High School
2013 - 2017
Earned a High School Diploma from Sandra Day O'Connor High School, completing studies from June 2013 to June 2017.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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