Hi, I’m
Aaron Hernandez
Fresno,CA
Believe in Yourselves. Dream. Try. Do Good.
Mr. Feeny (Boy Meets World)
Summary
Experienced Manager bringing 7+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
years of professional experience
Work History
California State University, Fresno
Customer Service Technician
10.2023 - 07.2024
Job overview
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Cross-trained and provided backup support for organizational leadership.
- Oversaw daily operations, ensuring smooth workflow and timely completion of tasks.
Aplos Software, LLC
Customer Support Manager
01.2016 - 08.2023
Job overview
- Managed a team of 12 customer support representatives, providing ongoing training and development opportunities.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Established regular performance review meetings with student assistants, providing constructive feedback on areas requiring improvement while recognizing and celebrating achievements in quality assurance efforts.
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Led efforts to establish a strong company culture, emphasizing core values and promoting employee satisfaction throughout the organization.
Education
Intl Association of Professions Career College, Online
Certificate from Bookkeeping
10.2023
West Hills College - Lemoore, Lemoore, CA
Associate of Arts from Social Sciences
05.2013
West Hills College - Lemoore, Lemoore, CA
Associate of Arts from Communications
05.2013
Skills
- Hiring and Onboarding
- Coaching and training
- Customer Education
- Customer Implementation Support
- Video Conferencing/Webinars
- Customer Support Plan Development
- Interdepartmental Collaboration
- GAAP
- Bookkeeping
- Issue Triaging
- Cloud Technologies
- Microsoft Office
Certification
- First Aid/CPR Certified
- Certified Bookkeeper - Oct. 2023
Timeline
Customer Service Technician
California State University, Fresno
10.2023 - 07.2024
Customer Support Manager
Aplos Software, LLC
01.2016 - 08.2023
Intl Association of Professions Career College
Certificate from Bookkeeping
West Hills College - Lemoore
Associate of Arts from Social Sciences
West Hills College - Lemoore
Associate of Arts from Communications
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