Gilbert Hernandez
Glendora,CA
Summary
Reliable, dependable, and loyal with excellent communication, time management, and computer skills. I am goal orientated to maximize my every effort to reach my personal goals and the company's.
Overview
27
27
years of professional experience
Work History
RSC III/TCMITIGATION
Spectrum
03.2020 - Current
- Call and investigate trouble calls to determine if a customer still requires the assistance from a field technician, otherwise cancel appointments if not needed
- Acknowledging over 20+ request from the field and from Smart task
- Investigate nodes and hubs via the assistance of Scope to verify if an outage has cleared and or still pending
- Upon review, upload reporting to Sky Creek
- Working with SMART and responding to residential and commercial ETDs, Aged trouble calls, rescheduling, No Dial Tone, and recently added work tickets from the State of Hawaii
- Performed data entry into various software systems including Microsoft Word, Excel and Outlook
- Committed to delivering excellent customer service while working in a fast-paced environment
- Participated in ongoing training to enhance and retain knowledge to further assist into our daily work
DISPATCH I - II
Spectrum
01.2013 - 02.2020
- Troubleshot minor problem with customers and their equipment
- Listen to their issues and to the best of our ability resolve with not creating a trouble call
- Collaborated with department leaders to establish organizational goals, strategic plans and objectives for the day, week and or month
- Started as dispatcher was also given opportunities to assist the routing team when called upon
- Usually only happened when routing team were one or two people short
- Answering over 45+ calls daily.
WAREHOUSE TECH
Charter Communications
02.2008 - 12.2012
- Testing out Charter/Spectrum equipment (DVRS, HD DVRS, Moxi boxes, Cable Cards, Modems, & MTAs.
- Working tirelessly to fulfill orders via email request from third party companies at a timely manner, at times same day if needed.
- Actively contributed ideas during huddle meetings that resulted in increased team member engagement.
- Stacking multiple pallets into warehouse shelves with proper safety equipment.
- Working with Microsoft Word and Excel, to print out order receipts and return receipts.
- Working alongside technicians and Supervisors to fulfill any tools request on a daily
- Loading equipment into stacks to be tested.
- Trained new team members on daily tasks, offering any advice if needed.
- Cleaning of equipment and bagging and tagging
SALES ASSOCIATE
Mervyn's
08.1997 - 06.2005
- Met merchandising standards by keeping store stocked and products faced
- Operated cash register and POS to handle purchases, refunds, and exchanges for customers
- Encouraged customers to make additional purchases and suggested relevant items
- Engaged with guests to understand and anticipate customer service needs
- Enticed customers with sales and promotions to boost
- Greeted customers and provided exceptional customer service
- Was able to assist in other positions but was very minimal and short lived
Education
HIGH SCHOOL DIPLOMA -
Baldwin Park High School
Baldwin Park, CA06.1997
Skills
- Excellent Communication
- Relationship Building
- Dependable and Responsible
- Customer service
- Friendly, positive attitude
- Time Management
- Teamwork and Collaboration
- Good Telephone Etiquette
- Organizational Skills
- Data Entry
- Excel
- Microsoft Outlook
- Microsoft Word
Languages
Spanish
Native or Bilingual
Timeline
RSC III/TCMITIGATION
Spectrum
03.2020 - Current
DISPATCH I - II
Spectrum
01.2013 - 02.2020
WAREHOUSE TECH
Charter Communications
02.2008 - 12.2012
SALES ASSOCIATE
Mervyn's
08.1997 - 06.2005
HIGH SCHOOL DIPLOMA -
Baldwin Park High School
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