Angelica Hernandez
Taftville,CT
Summary
Detail-oriented Administrative Support Professional with over five years of experience in customer service and operational analysis. Proven track record in streamlining workflows and enhancing team coordination to boost efficiency. Expertise in process improvement, data accuracy, and cross-departmental collaboration. Committed to delivering exceptional support that fosters a productive, customer-focused environment.
Overview
7
7
years of professional experience
Work History
Service Auditor
Bobs Discount Furniture
Taftville, CT
01.2020 - 10.2024
- Examined the records of customer service agents to verify that first-call resolutions were provided for both technicians and customers.
- Collaborated with service technicians to resolve daily route queries.
- Communicated with technician depots to resolve issues and promote quality service.
- Performed end-of-day route coding, enabling prompt payroll processing.
- Coordinated technician assignments using DispatchTrack for optimal operational efficiency.
- Updated spreadsheets using formulas to monitor delivery and route completion metrics.
Global Support Specialist
Bobs Discount Furniture
Taftville, CT
03.2018 - 01.2022
- Addressed escalated customer inquiries through email and phone for resolution.
- Identifying and resolving customer issues related to online orders, website navigation, product assembly, or delivery logistics.
- Adhered to company policies and procedures effectively to manage customer concerns.
- Collaborated with various internal teams including sales, delivery dispatch, and part management.
- Kept information current on product availability, shipping protocols, and warranty conditions across international markets.
- Analyzed data from customer engagements to suggest service enhancements.
Customer Service Representative
Bobs Discount Furniture
Taftville, CT
06.2017 - 03.2018
- Handling customer complaints, resolving issues related to damaged goods, delivery delays, or incorrect orders
- Clarified company policies on returns, exchanges, warranties, payment options.
- Fostered strong customer relationships to enhance overall shopping experience.
- · Maintaining accurate customer information within the company database.
- Collaborated with colleagues across departments to resolve complex issues.
Education
Bachelor of Science - Business Administration
Johnson & Wales University
Providence, RI05-2017
Skills
- Proficient Verbal and Written Communication
- Decision-Making and Critical Thinking
- Experience with Microsoft Software
- Proficient Typist: 40 Words Per Minute
- Analytical Problem Solving
- Driven and Independent
- Emotional Insight
References
References available upon request.
Timeline
Service Auditor
Bobs Discount Furniture
01.2020 - 10.2024
Global Support Specialist
Bobs Discount Furniture
03.2018 - 01.2022
Customer Service Representative
Bobs Discount Furniture
06.2017 - 03.2018
Bachelor of Science - Business Administration
Johnson & Wales University
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