Emel Hernandez
Human Resources
Orlando,FL
Summary
To obtain a position with a stable organization that will enable me to utilize my Customer Service, Quality Assurance to benefit mutual growth and success.
Business Administrator with 6 years of experience planning, promoting and executing large events. Innovative individual with enduring work ethic and excellent client relationship-building.
Overview
13
13
years of professional experience
Work History
Administrator - Business Operations
2 Hands Basketball, LLC
02.2018 - 07.2022
- Reduced operational costs with careful budget management and resource allocation.
- Conducted regular performance evaluations, identifying areas for improvement and providing constructive feedback to staff members.
- Improved customer satisfaction through proactive communication and issue resolution.
- Social Media Marketing
Quality Assurance Analyst
Westgate Resorts Corporate Office
01.2016 - 01.2018
- Conduct internal audits to ensure compliance with quality standards and procedures
- Develop training materials to agents and supervisors on quality standards
- Provide recommendations to management for improvements based on quality data and analysis
- Participate in calibration sessions with other Quality Assurance Analyst and provide feedback to ensure consistency in evaluations
- Collaborate with cross-functional teams to improve overall call center performance
Wholesale Specialist/Supervisor
Westgate Resorts Corporate Office
01.2015 - 01.2016
- Provide quality customer service to external and internal customers
- Send invoices to all requested reservations
- Handle all third party reservations and inventory
- Keep track of all customer service issues
- Resolve all escalated calls
Customer Service Representative
Westgate Resorts Corporate Office
01.2013 - 01.2014
- Respond to customer inquiries via phone, email and chat
- Provided quality customer service to external and internal customers
- Maintain a positive and friendly attitude
- Sustain up-to-date knowledge of company product, resorts policies and procedures
- Handle customer complains and concerns diffusing difficult situations
- Contributed to a positive team environment by sharing knowledge and expertise
Ground Security Supervisor/Remote Airline Agent
Bags & Cars Inc.
01.2010 - 01.2014
- Issue boarding passes
- Check-In airline luggage for multiple airline carriers
- Process payment for particular airline carriers
Education
ASSOCIATES DEGREE IN ARTS -
Valencia College
Kissimmee, FL01.2012
HIGH SCHOOL DIPLOMA -
Gateway High School
Kissimmee, FL01.2009
Skills
- Office Management
- Customer Service
- LMS
- Ultipro
- SAP
- ATS
- Self starter
- Team player
- Microsoft Excel
- Microsoft Word
- Microsoft Teams
- Microsoft Powerpoint
- HRIS
- Databases
- Effective Communication
- Eye for detail
- Team Development
- Microsoft Office Suite
- Company event coordination
- Business plan development
- Marketing strategy
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Administrator - Business Operations
2 Hands Basketball, LLC
02.2018 - 07.2022
Quality Assurance Analyst
Westgate Resorts Corporate Office
01.2016 - 01.2018
Wholesale Specialist/Supervisor
Westgate Resorts Corporate Office
01.2015 - 01.2016
Customer Service Representative
Westgate Resorts Corporate Office
01.2013 - 01.2014
Ground Security Supervisor/Remote Airline Agent
Bags & Cars Inc.
01.2010 - 01.2014
ASSOCIATES DEGREE IN ARTS -
Valencia College
HIGH SCHOOL DIPLOMA -
Gateway High School
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