Anjelica Hernandez
Whittier,CA
Summary
Bilingual Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty and long term relationship.
Overview
22
22
years of professional experience
Work History
Bilingual Contact Center Lead
American First Credit Union
2022.06 - Current
- Assist with training of new hires
- Assist with all incoming and out going Spanish calls.(currently only Spanish speaking Rep)
- Reply to Spanish emails and assist marketing with any clarity on Spanish text/verbiage.
- Collaborate with other departments to build a strong relationship of support.
- Initiated and executed new policies and procedures in contact center.
- Mentored junior team members, enabling them to excel in their roles and contribute positively to the overall success of the team.
- Conducted regular skill gap assessments for staff development purposes, creating tailored training plans that addressed individual needs effectively.
- Enhanced customer satisfaction by effectively resolving escalated issues and providing timely feedback.
- Established a culture of continuous improvement within the team, fostering open communication and proactive problem-solving skills among staff members.
- Ensured compliance with industry standards and regulations by implementing thorough quality control measures in daily operations.
- Played a key role in the successful implementation of new software applications, ensuring seamless integration with existing systems and minimal disruption to operations.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Bilingual Member Service Rep 1 Contact Center
American First Credit Union
2018.02 - 2022.06
- Answering, servicing, and documenting incoming phone calls from potential and existing members by way of transactions and opening new memberships
- Servicing transactions to include account inquires, transfers, loan payments, website and online banking troubleshooting
- Processing service requests taken by after-hours 3rd party vendor (LSI)
- Auditing reports for work performed by other associates in department
- Contacting applicants (members and non-members) and communicating loan denials who apply for consumer loans via website
- Cross selling additional credit union products to meet member needs
- Assist with training of new hires and become a resource to department in the absence of management
- Participate in marketing promotions and involved with internal event planning committee
- Assist other departments as needed.
- Answered Spanish calls and assisted in translating emails and correspondence.
Office Manager / Insurance & Financial Services Representative
Philip Miles State Farm Insurance Agency
2016.01 - 2018.02
- Increase insurance sales by consistently attending networking events, referral groups, business walks, and outside marketing
- Manage customer service of current clients and cross sold other products by cold calling and mailing marketing pieces
- Handle cash drawer to receive payments and batched daily to prepare for deposit
- Receiving and processing consumer loan applications (credit card and auto) and assisting with funding
- Receiving and processing consumer deposit applications (checking and savings accounts)
- Making outbound cold calls to potential customers within office footprint to cross-sell insurance and deposit products.
- Assisted in servicing and sales calls for Spanish speakers.
- Increased commercial policies, by marketing Spanish speaking businesses in the community.
Owner
Sassy Miles Boutique – Online clothing Store
2012.12 - 2016.01
- Increase sales for business using Facebook, eBay, email advertising, website promotions, and customer referrals
- Acted as point of contact for both online and in-store customers to ensure customer needs were met
- Handled cash drawer, accounting/bookkeeping of business, and processed sales reports to ensure viability of business
- Maintain customer database to ensure retention
- Make purchasing decisions for clothing store by working with vendors to ensure proper inventory.
Owner
Miles of Sweets – Bakery
2012.12 - 2016.01
- Increase sales for business using Facebook, eBay, email advertising, website promotions, and customer referrals
- Acted as point of contact for both online and in-store customers to ensure customer needs were met
- Handled cash drawer, accounting/bookkeeping of business, and processed sales reports to ensure viability of business
- Maintain customer database to ensure retention
- Make purchasing decisions for clothing store by working with vendors to ensure proper inventory.
Director / Direct Sales
Tupperware
2007.06 - 2010.12
- Direct sales of product with focus on add-on sales while assisting existing and potential customers
- Recruiting and training of new team members
- Cold calling potential customers
- Maintaining a database of existing customers to ensure retention.
Bilingual Lead Member Service Representative
Visterra Credit Union – Merged with Altura Credit Union
2002.05 - 2007.06
- Assist members via phone with all account related concerns
- Cross sell additional products to meet member’s needs
- Receiving and processing consumer loan (credit card, auto, and personal) applications
- Receiving, processing, and maintaining legal files and all related documentation
- Auditing of daily work in department to ensure consistency
- Assist with updating internal procedures and training of new hires
- Receiving and processing mail transactions, including deposits and payments.
- Answered Spanish calls and assisted in translating emails and correspondence.
Education
Orange Coast College
Costa Mesa, CAReceived Property, Casualty, Life, and Health Insurance License -
Mike Russ Schools
Anaheim, CASkills
- Microsoft Office (Word, Excel, and Outlook)
- Computer banking systems, such as Fiserv (Spectrum), MeridianLink, Partnercare, Compass, Billmatrix, MoneyGram, LSI Service Link Lite, Relationship Manager
- Shoretel telephone systems
- Exceptional communication
- Customer Service
- Problem-Solving
- Multitasking Abilities
- Spanish Fluency
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Contact Center Lead
American First Credit Union
2022.06 - Current
Bilingual Member Service Rep 1 Contact Center
American First Credit Union
2018.02 - 2022.06
Office Manager / Insurance & Financial Services Representative
Philip Miles State Farm Insurance Agency
2016.01 - 2018.02
Owner
Sassy Miles Boutique – Online clothing Store
2012.12 - 2016.01
Owner
Miles of Sweets – Bakery
2012.12 - 2016.01
Director / Direct Sales
Tupperware
2007.06 - 2010.12
Bilingual Lead Member Service Representative
Visterra Credit Union – Merged with Altura Credit Union
2002.05 - 2007.06
Orange Coast College
Received Property, Casualty, Life, and Health Insurance License -
Mike Russ Schools
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