Abigail Maldonado-Hernandez
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative- Bilingual Spanish
Dobla - Irca Group
09.2023 - Current
- Assist customers via chat, email, inbound and outbound calls, meeting
- Enter data into various computer systems and databases accurately and efficiently
- Provide excellent customer care by responding to requests and handling orders in a timely manner
- Coordinate with logistics department to expedite shipping for urgent customer orders.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolve escalated customer issues, restoring confidence in company's commitment to service excellence.
- Respond proactively and positively to rapid change.
- Cross-trained and back up other CSR members
Customer Service Representative - Bilingual Spanish
PerfecPress HTV
01.2017 - 01.2023
- Assisted English or Spanish, in person, phone, email, and chat
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Pitch and sell industrial machinery to smaller businesses (commission based)
- Created accounts and helped customers navigate through the website to improve overall user experience
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Identified and resolved discrepancies and errors in customer accounts.
- Liaised with sales and management teams to develop solutions and accomplish shared objectives.
Sales Associate| Customer Service
Aeropostale
01.2015 - 01.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to achieve monthly sales targets.
Education
Coding Boot Camp -
Georgia Tech Coding Boot Camp
Peachtree Corners, GA09-2019
High School -
Berkmar High School
Lilburn, GA05-2017
Skills
- Bilingual (English and Spanish)
- Customer Service
- Microsoft Office
- Salesforce
- Data Entry
- Critical thinking
- Administrative support
Timeline
Customer Service Representative- Bilingual Spanish
Dobla - Irca Group
09.2023 - Current
Customer Service Representative - Bilingual Spanish
PerfecPress HTV
01.2017 - 01.2023
Sales Associate| Customer Service
Aeropostale
01.2015 - 01.2017
Coding Boot Camp -
Georgia Tech Coding Boot Camp
High School -
Berkmar High School
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