AILENE HERNANDEZ
Beaumont,CA
Summary
- Customer Service Professional with 10 years of experience in person and on the phones.
- Recent experience handling 50+ calls per day in a fast-paced call center environment.
- Account Management, Document Management, Billing, Payment Processing, and Service Requests.
- Has substantial understanding of the assigned skills and applies knowledge and skills while maintaining top tier customer service.
- Bilingual English and Spanish.
Overview
10
10
years of professional experience
Work History
Member Services Tier II Representative
Kaiser Permanente
Corona, CA
01.2024 - Current
- Respond to customer questions via telephone regarding insurance benefits, provider contracts, eligibility, and claims.
- Evaluates data to determine and implement appropriate course of action to resolve concern or request
- Documents according to procedure
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Handle customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Make positive interactions with members by providing excellent customer service.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
Customer Service Representative/ Clerk
Wells Fargo Home Mortgage
San Bernardino, CA
10.2015 - 12.2023
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment
- Edited documents to keep company materials free of grammar errors
- Anticipated needs and resolved problems to keep customers happy
- Delivered fast and friendly service regarding questions and service complaints
- Managed customer calls of 80 calls a day efficiently in fast-paced call center environment
- Met inbound customer needs while maintaining strict performance targets
- Sold products to customers during routine service calls using strong cross-selling abilities.
Assistant
JCPenny
Rialto, CA
03.2015 - 10.2015
- Verified sales prices and processed cash or credit payments to complete sales
- Recommended merchandise to suit customer budget and preferences
- Completed accurate work tasks by carefully reviewing every order
- Delivered exceptional customer service, walking customers directly to items, and offering advice.
Waitress
El Trigo Mexican Restaurant
Riverside, CA
12.2014 - 04.2015
- Assisted host by answering phones making reservations, and by greeting, seating, and thanking guests
- Memorized Orders
- Checked in with customers periodically to assist with additional needs or requests
- Worked in fast-paced environment, handled multiple priorities, and learned new procedures.
Education
Diploma -
Rubidoux High School
Jurupa Vallery, CA01.2015
Timeline
Member Services Tier II Representative
Kaiser Permanente
01.2024 - Current
Customer Service Representative/ Clerk
Wells Fargo Home Mortgage
10.2015 - 12.2023
Assistant
JCPenny
03.2015 - 10.2015
Waitress
El Trigo Mexican Restaurant
12.2014 - 04.2015
Diploma -
Rubidoux High School