Anita Hernandez
Menifee,CA
Summary
Results-driven Customer Service Manager with expertise in complaint resolution, employee training, and customer relationship management. Proven ability to implement initiatives that enhance team performance and elevate customer satisfaction.
Overview
2
2
Languages
20
20
years of professional experience
Work History
Customer Service Manager
Old Navy, Gap
Whittier, California
10.2006 - Current
- Supervised daily operations to ensure high-quality customer service standards.
- Trained staff on effective communication and problem-solving techniques.
- Implemented new customer service initiatives to enhance team performance.
- Resolved escalated customer complaints with empathy and effective problem-solving techniques.
- Facilitated regular team meetings to discuss performance, challenges, and best practices.
- Analyzed customer service metrics to identify trends and areas for improvement.
- Implemented process improvements to streamline customer inquiries and issue resolution.
- Collaborated with merchandising teams to align customer feedback with inventory selections.
- Managed customer service team to ensure exceptional support and engagement.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
Baker
Self employed
Whittier, CA
10.2008 - 01.2023
- Created a successful small business with cupcakes and treats.
- Self taught piping bag and designs using butter cream and variable frostings and fillings.
Education
Montebello High School
Montebello, CASkills
- Customer relationship management
- Issue resolution
- Metric tracking
- Training development
- New hire training
- Employee training
- Performance evaluations
- Team building
- Effective communication
- Solution-oriented mindset
- Time management
- Empathic listening
Languages
English
Professional
Spanish
Professional
Timeline
Baker
Self employed
10.2008 - 01.2023
Customer Service Manager
Old Navy, Gap
10.2006 - Current
Montebello High School