Caterine Hernadez
San Pedro,CA
Summary
Dynamic customer relations professional with a proven track record at South Bay Body Shop, excelling in complaint resolution and team development. Recognized for enhancing customer satisfaction and efficiently processing insurance paperwork. Adept at training staff and utilizing CRM systems to drive performance and foster a high-energy service environment.
Overview
4
4
years of professional experience
Work History
Lead CSR
South Bay Body Shop
01.2023 - 04.2024
- Responded to customer requests for products, services, and company information.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintaining shop inventory according to set standards and rectified discrepancies.
- Evaluated OEM manufacturer schematics and service documentation to identify parts to order.
- Supported customer service and satisfaction objectives by resolving escalated issues, establishing payment arrangements and promote sales.
- Processed insurance paperwork
Customer Relations Coordinator
Ono Hawaiian BBQ
08.2021 - 03.2023
- Developed strategies to increase customer satisfaction.
- Resolved customer issues and escalations with efficiency and diplomacy.
- Recruited and trained customer relations team members and provided daily leadership.
- Maintained highest level of customer satisfaction across California and Arizona areas by mentoring and motivating team members to deliver exceptional performance.
- Coordinated staff and resources to accommodate promotional events.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Relations Team Leader
ByDesign VSM
09.2020 - 04.2021
- Pulled orders quickly to maintain demanding productivity goals.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Completed data entry and filing to keep records updated for easy retrieval.
Education
Associate of Arts - Bussiness
Los Angeles Harbor College
Wilmington, CASkills
- Complaint resolution
- Scheduling
- Account updating
- Researching
- Training development aptitude
- Payment processing
- Team development
- POS systems expert
- Staff training
- Opening and closing accounts
- High-energy attitude
CRM system proficiency
- CRM system proficiency
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Lead CSR
South Bay Body Shop
01.2023 - 04.2024
Customer Relations Coordinator
Ono Hawaiian BBQ
08.2021 - 03.2023
Customer Relations Team Leader
ByDesign VSM
09.2020 - 04.2021
Associate of Arts - Bussiness
Los Angeles Harbor College
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