Cassandra Hernandez
McAllen,TX
Summary
Dedicated bilingual customer service professional with over three years of experience providing exceptional customer support in retail and remote environments. Skilled in resolving customer concerns, processing orders and returns, managing customer accounts, and delivering personalized service. Strong communication, problem-solving, and organizational abilities with a proven track record of meeting performance goals and maintaining high customer satisfaction. Fluent in English and Spanish.
Overview
1
1
Language
1
1
Certification
13
13
years of professional experience
Work History
Customer Service Representative
Tory Burch
10.2022 - 04.2026
- Delivered exceptional customer support via phone, email, and live chat while maintaining the luxury brand experience.
- Assisted customers with order placement, product inquiries, shipping updates, returns, exchanges, and warranty concerns.
- Resolved customer issues efficiently, contributing to high customer satisfaction and first-contact resolution rates.
- Processed orders, refunds, account updates, and adjustments using CRM and order management systems.
- Maintained accurate documentation of customer interactions and follow-up actions.
- Collaborated with retail, logistics, and e-commerce teams to resolve escalated customer concerns.
- Educated customers on products, promotions, and loyalty programs to enhance the customer experience.
- Consistently met performance standards for quality assurance, response time, and customer satisfaction.
Sales Associate
Dillard's
03.2018 - 08.2018
- Delivered exceptional customer service, enhancing shopping experiences and fostering loyalty.
- Assisted in inventory management, ensuring accurate stock levels and product availability.
- Engaged with customers to identify needs, providing tailored product recommendations.
- Collaborated with team members to achieve sales goals and maintain store presentation standards.
- Resolved customer inquiries and concerns effectively, maintaining positive store reputation.
Fashion Consultant
A'gaci
08.2016 - 03.2018
- Assisted customers with selecting clothing and creating outfits for professional, casual, and special occasions.
- Provided personalized recommendations to enhance customer satisfaction and sales opportunities.
- Maintained a clean, organized, and visually appealing sales floor.
- Assisted with merchandising, inventory organization, and store presentation.
- Supported team efforts to achieve sales and customer service goals.
Junior Staff
Boys & Girls Club
05.2013 - 08.2013
- Assisted educators in meeting classroom objectives and supporting student learning activities.
- Guided children through coursework and educational exercises.
- Monitored participant safety and maintained a positive environment.
- Distributed meals and snacks in accordance with program guidelines.
- Assisted with facility upkeep, special events, and fundraising activities.
- Participated in youth leadership programs and Teen Court initiatives.
Education
High School Diploma -
Skills
- Customer Service Excellence
- Phone Support
- Email Support
- Live Chat Support
- Order Processing
- Account Management
- Conflict Resolution
- CRM
- Order Management Systems
- Cash Handling
- Money Management
- Team Collaboration
- Time Management
- Problem Solving
- Detail-Oriented
- Bilingual (English & Spanish)
Certification
IT Support Certification
Languages
English
Timeline
Customer Service Representative
Tory Burch
10.2022 - 04.2026
Sales Associate
Dillard's
03.2018 - 08.2018
Fashion Consultant
A'gaci
08.2016 - 03.2018
Junior Staff
Boys & Girls Club
05.2013 - 08.2013