Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cassandra Hernandez

SAN ANTONIO,TX

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

7
7
years of professional experience

Work History

Coaching Specialist

LIBERTY MUTUAL INSURANCE COMPANY
12.2022 - Current
  • Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
  • Enhanced customer satisfaction by implementing effective coaching strategies for customer service representatives.
  • Increased efficiency in resolving customer issues by providing personalized coaching to team members.
  • Developed strong relationships with team members, fostering a positive work environment and encouraging collaboration.
  • Assisted in the creation of performance improvement plans, leading to noticeable progress for struggling employees.
  • Evaluated individual performance metrics, identifying areas for growth and providing tailored solutions.
  • Mentored new hires during onboarding process, ensuring their smooth transition into the company culture and expectations.
  • Facilitated regular team meetings to discuss challenges, share successes, and brainstorm solutions.
  • Championed continuous learning initiatives that promoted professional development among team members.
  • Provided coaching and mentoring to employees.

Customer Service Representative

LIBERTY MUTUAL INSURANCE COMPANY
10.2021 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • DEI Ambassador

Dispute By Phone SME

JP Morgan Chase & Company
01.2020 - 10.2021
  • Resolved disputes efficiently by analyzing transaction data and following established guidelines.
  • Collaborated with team members to improve dispute resolution processes and increase departmental efficiency.
  • Supported clients by maintaining thorough knowledge of regulatory requirements and industry best practices in dispute management.
  • Managed high-volume caseloads, ensuring timely resolutions while maintaining accuracy and attention to detail.
  • Provided ongoing training for new team members, fostering a culture of continuous learning and professional growth.
  • Peer coach, assisted peers with any corrections or errors received by quality teams.

Fraud Prevention Analyst, SME

JP Morgan Chase
01.2019 - 10.2021
  • Reduced instances of fraud by implementing thorough transaction analysis and investigation techniques.
  • Improved company's risk management processes through continuous monitoring, detection, and reporting of fraudulent activities.
  • Provided guidance on emerging trends in fraud prevention, ensuring company procedures remained up-to-date and effective.
  • Educated staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
  • Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.

Administrative Assistant

JFP Services
01.2017 - 01.2019
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.

Education

Associate of Arts - Business Management

San Antonio College
San Antonio, TX
08.2025

Skills

  • Customer Relations
  • Root Cause Analysis
  • Expert problem-solving
  • Decision making
  • Critical thinking
  • Time management
  • Training and development
  • Creative thinking
  • Performance monitoring
  • Adaptability
  • Process improvement
  • Organizational skills
  • Team leadership

Accomplishments

Created a way for the coaching team to track agent performance for a new metric roll out that did not have reporting available.

Timeline

Coaching Specialist

LIBERTY MUTUAL INSURANCE COMPANY
12.2022 - Current

Customer Service Representative

LIBERTY MUTUAL INSURANCE COMPANY
10.2021 - Current

Dispute By Phone SME

JP Morgan Chase & Company
01.2020 - 10.2021

Fraud Prevention Analyst, SME

JP Morgan Chase
01.2019 - 10.2021

Administrative Assistant

JFP Services
01.2017 - 01.2019

Associate of Arts - Business Management

San Antonio College

Similar Profiles

CREATE PROFILE
Cassandra Hernandez