Araceli Hernandez
Las Vegas,NV
Summary
Experienced professional with a proven track record in delivering exceptional service and solutions across various channels, including chat, email, SMS, and phone. Demonstrated expertise in communication, problem-solving, and advocating for clients. Proficient in utilizing CRM software to optimize customer experiences. Committed to providing top-tier support and solutions that drive customer satisfaction and contribute to overall business success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Digital Servicing Specialist
GoodLeap
12.2023 - Current
- Multi-Channel Client Engagement: Provide high-quality support via chat, SMS, and email.
- System Expertise: Utilize software and CRM tools (Salesforce, Omni-Channel, Freshworks) to document interactions and ensure timely escalations when necessary accurately.
- Support Resolution: Serve as the primary point of contact and assist with various inquiries, including billing issues, contract terms, UCC lien inquiries, payoffs, and escalations.
- Account Management: Guide customers through payment processing, account discrepancies, and resolution strategies, ensuring compliance with financial regulations and company policies.
- Adaptability & Innovation: Played a key role in shaping the department's growth as an early team member, contributing to policy updates, process improvements, and new service initiatives in response to customer needs.
- Manage an average of 90+ cases daily via chat, SMS, and emails while maintaining 99% quality assurance and meeting high productivity metrics.
Content Moderator
TELUS International
08.2022 - 03.2023
- Issue Resolution & Critical Thinking: Acted as the first line of defense in identifying and addressing policy violations, demonstrating quick decision-making and problem-solving skills in a fast-paced environment.
- Risk Mitigation & Compliance: Ensured policy adherence by reviewing and moderating user-generated content to maintain a safe and compliant digital environment.
- Quality Control & Accuracy: Maintained high standards of accuracy while evaluating and enforcing content guidelines.
- Moderated an average of 500+ videos daily while ensuring a high level of accuracy.
Client Services Representative
Nevada 211
08.2019 - 06.2022
- Client Relationship Management: Built strong client relationships by providing tailored solutions and educating clients throughout the referral process.
- Multi-Channel Engagement: Delivered exceptional support through phone, chat, SMS, and email, showcasing strong communication, troubleshooting, and problem-solving skills for client satisfaction while maintaining over 90% quality score on call evaluations.
- Technical Proficiency & Data Accuracy: Operated multiple CRM platforms and software interfaces to maintain accurate reporting and leverage referrals.
- Support & Advocacy: Advocating for clients by proactively identifying their needs, recommending appropriate solutions, and collaborating with partners to secure resources.
Payment Reminder Agent
Lending Solutions Inc
11.2017 - 08.2018
- Account Management: Developed strong client relationships through active listening and empathy, helping to improve payment rates. Resolved customer disputes through professional communication.
- Problem-Solving: Identified and addressed client concerns efficiently, escalating issues as needed while maintaining a customer-first approach.
- Data Management: Maintained accurate client records in CRM systems, ensuring effective account tracking.
- High-Volume Client Support: Maintained a high volume of calls while maintaining quality and meeting metrics for business needs.
Education
Some College (No Degree) -
Aurora University
Aurora, ILHigh School Diploma -
Streamwood High School
Streamwood, IL05.2017
Skills
- Customer Support
- Chat, Email, SMS & Phone
- Digital Servicing
- Account Management
- CRM Software & Data Entry
- Written & Verbal Communication
- Collaborative Team Player
- Agile & Adaptive Learner
- Time Management
- Analytical & Problem-Solving
- Attention to Detail
- Regulatory compliance
Languages
Spanish
Native or Bilingual
Certification
- Google Digital Marketing & E-commerce Certificate— Coursera.
Timeline
Digital Servicing Specialist
GoodLeap
12.2023 - Current
Content Moderator
TELUS International
08.2022 - 03.2023
Client Services Representative
Nevada 211
08.2019 - 06.2022
Payment Reminder Agent
Lending Solutions Inc
11.2017 - 08.2018
- Google Digital Marketing & E-commerce Certificate— Coursera.
Some College (No Degree) -
Aurora University
High School Diploma -
Streamwood High School
Similar Profiles
Shatarrian CottonhamShatarrian Cottonham
Customer First Advocate at GoodLeapCustomer First Advocate at GoodLeap
Brandon JohnsonBrandon Johnson
DisclosureTeam Lead at GoodLeapDisclosureTeam Lead at GoodLeap
Daniel SantanaDaniel Santana
Collections Agent at GoodleapCollections Agent at Goodleap