Angelica Hernandez
Los Angeles,CA
Summary
Hardworking administrator focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Greenbridge
03.2021 - Current
- Close relationship with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented and developed customer service training processes.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Managed timely and effective replacement of damaged or missing products.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Return management
- Manage a STAR customer
- Solve invoice discrepancies
Inside Sales Administrator
Optical Zonu Corp
02.2018 - 02.2021
- Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Drove marketing initiatives to increase brand recognition, facilitate promotion and boost revenue.
- Streamlined office operations by implementing efficient administrative systems and procedures.
- Quickbooks
- CRM management
- Worked with the accounting team, requested payments for over due invoices.
- Meetings with CEO
Customer Care Representative
Sears
11.2017 - 01.2018
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Set up new sales displays each week with fresh merchandise.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Handled cash with high accuracy and took care to check bills for fraud.
- Restocked and organized merchandise in front lanes.
- Worked flexible schedule and extra shifts to meet business needs.
- Open new credit cards
Education
Bachelor of Science in Business Administration/Marketing -
California State University
Los Angeles, CA01.2018
Skills
- CRM Software (4 years)
- Excel (5 years)
- Microsoft Outlook (5 years)
- QuickBooks (Less than 1 year)
- Administrative Assistant
- Inside Sales
- Account Management
- Sales Management
- Professional Telephone Demeanor
- Data management
- Customer Relationship Management
- Order Entry
- EDI
- Paperwork Processing
- Conflict Resolution
- Problem-Solving Abilities
- Documentation
- Customer RMA Management
- Customer Relationship Management
- Clerical Support
- Critical Thinking
- Customer Relations
- Order Processing
- Computer Proficiency
- Order Fulfillment
- Client Relations
- Credit Adjustments
- Technical Support
- Customer Satisfaction Measurement
- Research
- Zoho (CRM)
Languages
Spanish
Full Professional
Certification
Solving Problems with Creative and Critical Thinking - IBM - 12/31/2023
Timeline
Customer Service Representative
Greenbridge
03.2021 - Current
Inside Sales Administrator
Optical Zonu Corp
02.2018 - 02.2021
Customer Care Representative
Sears
11.2017 - 01.2018
Bachelor of Science in Business Administration/Marketing -
California State University
Solving Problems with Creative and Critical Thinking - IBM - 12/31/2023
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