Angel Hernandez
Philadelphia,PA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
GAT Airline Ground Support
Philadelphia, PA
02.2023 - Current
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Customer Service Supervisor II
Southwest Airlines
Denver, CO
04.2021 - 02.2023
- Addressed customer inquiries to increase customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Operations Customer Service Manager
GAT Airline Ground Support
Philadelphia, PA
08.2018 - 04.2021
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Mitigated business risks by working closely with staff members and assessing performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Teacher’s Aide
Warwick Child Care Centers
Pottsville, PA
06.2016 - 09.2019
- Adapted teaching methods and materials to meet students' varying needs and interests.
- Organized student performance and enrichment activities to facilitate learning.
- Distributed textbooks, workbooks, papers and pencils to students.
- Assisted teachers with lesson preparation and curriculum implementation.
- Provided individualized and small group support to reinforce classroom topics and promote student learning.
Customer Service Associate
Wawa
Wyomissing, PA
10.2011 - 04.2016
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Promoted brand and marketing campaigns to create interest with customer.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Properly stored food by adhering to food safety policies and procedures.
- Prepared and built food items according to standardized recipes and directions.
- Produced food products of desired flavors, textures, colors and bouquets by properly interpreting and following established recipes and procedures.
Education
Human Development & Community Outreach
Temple University
Philadelphia, PASkills
- Account management
- Training
- QA
- Training programs
- Schedule coordination
- Flexible schedule
- Scheduling and calendar management
- Cross-functional collaboration
Timeline
Customer Service Supervisor
GAT Airline Ground Support
02.2023 - Current
Customer Service Supervisor II
Southwest Airlines
04.2021 - 02.2023
Operations Customer Service Manager
GAT Airline Ground Support
08.2018 - 04.2021
Teacher’s Aide
Warwick Child Care Centers
06.2016 - 09.2019
Customer Service Associate
Wawa
10.2011 - 04.2016
Human Development & Community Outreach
Temple University