Angela Hernandez
Austin,TX
Summary
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. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Strong organization, research and time management skills. Solid history of success in fast-paced call centers. Reliable leader and problem-solver dedicated to streamlining operations organizational efficiency. Uses independent decision-making skills to positively impact company success.
Overview
3
3
years of professional experience
Work History
Customer Care Advocate
Randstad (Aflac Benefit Solutions)
Remote
01.2023 - 10.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Provided management with solutions to increase employee retention.
- Devised a plan to help decrease hold time for existing customers & better navigation for employees.
Customer Service Advocate
IBEX, DentaQuest
Remote
06.2022 - 12.2022
- Speak to clients on their eligibility and benefits
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Keep confidentiality as information is HIPPA protected.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Checker
HEB
01.2021 - 05.2022
- Scanning items for sale, bagging items, requesting price checks, honoring coupons, collecting payment, and giving appropriate change
- Responsible for counting the contents of the cash register drawer at the end of each shift, maintaining receipts, records, and withdrawals
- Spoke with upset customers and notified appropriate management to resolve conflicts.
- Checked personal identifications during alcohol and tobacco sales.
- Directed customers on methods to obtain refunds, returns and exchanges.
- Processed both cash and card purchases and returns.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Helped new hires with unexpected error codes & navigation through the system.
- Spot checked other cashers area at the end of shift to better help management place time in other areas.
Server
Chili's Restaurant
10.2021 - 03.2022
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Trained new hires for a week to help them be self sustained & reach there personal finance goals.
Front End and Return Associate
Marshalls
08.2020 - 01.2021
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
- Answered questions about store policies and addressed customer concerns.
- Restocked and organized merchandise in front lanes.
- Gathered shopping baskets and carts and relocated to designated areas.
- Built relationships with customers to encourage repeat business.
Education
BBA - Management/Human Resources
Texas A&M University
San Antonio, TXHigh School Diploma -
Vandegrift High School
Austin, TX05.2021
Skills
- Microsoft Word & Google Docs
- Organizational Skills
- Customer Service
- Call Control
- Problem-Solving
- Critical Thinking
- Dependable and Responsible
- Organization and Time Management
- Flexible and Adaptable
- Active Listening
- Customer Account Management
- Conflict Mediation
- Customer Relations
- Quality Control Standards
- Call Volume and Quality Metrics
- Training and Development
- Compliance Requirements
- Strong Telephone Etiquette
- Professional Relationships
- Calm and Professional Under Pressure
- Complex Product Knowledge
- Claims Monitoring
- Interpretation and Translation Services
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Advocate
Randstad (Aflac Benefit Solutions)
01.2023 - 10.2023
Customer Service Advocate
IBEX, DentaQuest
06.2022 - 12.2022
Server
Chili's Restaurant
10.2021 - 03.2022
Checker
HEB
01.2021 - 05.2022
Front End and Return Associate
Marshalls
08.2020 - 01.2021
BBA - Management/Human Resources
Texas A&M University
High School Diploma -
Vandegrift High School