Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Alexander Hernandez

Bronx,NY
Alexander Hernandez

Summary

Skilled in customer service and bilingual communication, I excel in resolving complex issues, enhancing customer loyalty for companies like City Livery Leasing. Demonstrated expertise in call management and problem-solving, I've effectively trained new hires, improving team efficiency and customer satisfaction without relying on numerical achievements.

Diligent [Desired Position] with proven expertise in addressing customer inquiries and resolving issues efficiently. Successfully implemented solutions that improved customer satisfaction and streamlined service processes. Demonstrated strong communication and problem-solving skills in high-pressure environments.

Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.

Overview

5
years of professional experience

Work History

American Lease

Remote Customer Service Specialist
11.2023 - 01.2025

Job overview

  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

City Livery Leasing

Customer Service Representative
10.2019 - 11.2023

Job overview

  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Education

Touro College
New York, NY

No Degree from Media Arts

University Overview

Skills

  • Customer service
  • Good communication skills
  • Customer relations
  • Call center experience
  • Telephone etiquette
  • Complaint handling
  • Problem resolution
  • Call centers
  • Microsoft outlook
  • Call management
  • Excellent written and oral communication
  • Fluent bilingualism
  • [Language] translation
  • Problem-solving
  • Customer support
  • Data entry
  • Payment processing
  • Caller assistance
  • Payment collection

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Remote Customer Service Specialist
American Lease
11.2023 - 01.2025
Customer Service Representative
City Livery Leasing
10.2019 - 11.2023
Touro College
No Degree from Media Arts
Alexander Hernandez