Alberto Hernandez
Miami,FL
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty, notably at Teleperformance. Skilled in problem-solving and active listening, adept at resolving conflicts and fostering a customer-centric culture. Achieved significant improvements in customer retention through innovative service strategies and effective call management. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Teleperformance
Remote
02.2022 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Customer Service Representative
Wipro
Remote
07.2021 - 03.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Created and maintained detailed database to develop promotional sales.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Sale Representative
Inktel Contact Center Solutions
Florida City, FL
11.2019 - 06.2021
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Used customer insights to develop innovative sales strategies to increase sales.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Education
GED -
Flagler College
Saint Augustine, FL05.2012
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Customer satisfaction measurement
- Store maintenance
- Call Management
Languages
English
Full Professional
French
Professional Working
Timeline
Customer Service Representative
Teleperformance
02.2022 - 05.2024
Customer Service Representative
Wipro
07.2021 - 03.2022
Sale Representative
Inktel Contact Center Solutions
11.2019 - 06.2021
GED -
Flagler College