Alma Hernandez
Summary
Dynamic and results-driven Senior Customer Service Representative with extensive call center experience at Gas South. Bilingual communicator skilled in delivering exceptional service and resolving complex issues, fostering trust and loyalty among customers.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative
Gas South
03.2025 - Current
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Processed, scheduled and executed customer orders for new and established customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Delivered prompt service to prioritize customer needs.
Bilingual Customer Service Representative
Gas South
02.2020 - 03.2025
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- assisted with new hire training and small commercial business training
- Promote Gas South natural gas services new and existing customers.
- maintained quality and accuracy and professionalism in a fast paced environment.
Customer Service Representative
Hyundai Capital America
09.2016 - 11.2017
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Gas South
11.2014 - 06.2016
- Responded to customers inquires over phone
- Provided amazing customer experience by communicating clearly and professionally.
- Utilize online training manuals consistently to minimize unnecessary call transfers.
- Assisted web department with email communication.
Education
High School Diploma -
Paulding County High
Dallas,GASkills
- Time Management
- Call center experience
- Representative training
Languages
Spanish
Native or Bilingual
Timeline
Senior Customer Service Representative
Gas South
03.2025 - Current
Bilingual Customer Service Representative
Gas South
02.2020 - 03.2025
Customer Service Representative
Hyundai Capital America
09.2016 - 11.2017
Customer Service Representative
Gas South
11.2014 - 06.2016
High School Diploma -
Paulding County High
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